Demonstrating Value to Senior Mangement through Data Mining

I get asked for advice all the time about how to get senior management to really value the call center and its purpose.  While CEOs will tell you that the customer facing operation is of critical importance, it is one of the first places they go to cut costs when the going gets rough.  I don't have to sell this audience on the importance of continuing to deliver World Class Service even in the face of financial adversity.  The key is to sell the C level executives on the real and financial value of the call center in a way that is meaningful and compelling to what's important to them and usually, but not always, it's the bottom line.