Contact Center Pipeline

DECEMBER 19, 2018

It’s easy to get excited about technology and conjure up all of the benefits that will accrue to the contact center. But you must make the case initially to get funding, and then, ideally, show that you delivered on that promise. Three potential paths to business case development provide opportunities to deliver a return on […].

Contact Center 100

Contact Center Technology Call Center 100

MiaRec

MARCH 31, 2023

Isn’t it exhausting spending hours each week listening to your agents’ calls and manually grading their performance? With each call lasting up to 30 minutes to an hour, how are you meant to evaluate every call and get the full picture of what’s going on in your contact center?

Quality management 72

Quality management Contact Center Management 72

CafeX

NOVEMBER 13, 2017

Artificial intelligence (AI) and chatbot integration are transforming customer service, enabling live support agents to add more value but how is ROI calculated? Here's a 3-step model to redirect customer conversations from higher to lower cost channels.

Chatbots 48

Chatbots Customer Service 48

GetFeedback

OCTOBER 10, 2019

This guide will teach you how to quantify the value of your CX initiative through a step-by-step process of calculations.

Customer Experience 108

Customer Experience 108

Contact Center Pipeline

MAY 20, 2020

An inbound customer service call center generated a 1,000% ROI in just four months of work. These are just two examples of companies that generated significant ROI by changing focus and investing in their managers and staff. Calculating ROI for […].

Contact Center 214

Contact Center Call Center Sales Management 214

Natalie Petouhof

SEPTEMBER 1, 2016

The report goes into a lot of detail so it’s clear how to calculate the ROI of social customer service: Many brands have experienced incidents where not taking care of an issue turned into a social media nightmare. How to Calculate Social Customer Care ROI. Calculating Costs. Costs of Investment.

Airlines 45

Airlines Customer Service Customer Care Metrics 45

VirtualPBX

OCTOBER 11, 2023

Guest Blog From Sphinx Solution VoIP , a technology that allows you to make calls over the Internet, has been steadily transforming global communications for the past decade, unlocking significant ROI in communication for businesses worldwide. And this enables great customer service and collaboration among teams.

voip 104

voip Accountability Customer retention Technology 104

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The capacity to measure and quantify the return on investment (ROI) of CX initiatives is critical for businesses to thrive.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

CCNG

MAY 20, 2021

Some of the questions that came from members focused on getting started with chatbots , how to create a voicebot , and how to calculate ROI of contact center automation.

Chatbots 195

Chatbots CCNG Contact Center Technology 195

ShepHyken

AUGUST 12, 2019

Calculating the ROI of CX: Complete Guide 2019 [Includes Spreadsheets] by Alyona Medelyan. Thematic) This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (CX) to move from insights to action.

Customer Service 239

Customer Service CRM Customer Experience Surveys 239

Injixo

JANUARY 17, 2024

To anyone responsible for planning in a contact center, the return on investment (ROI) of WFM (workforce management) software is so obvious that it doesn't need explaining. The key ingredient of the workforce management business case is the ROI calculation, which quantifies the hard benefits of investing in workforce management software.

Management 52

Management Contact Center 52

CCNG

MAY 6, 2021

So, what’s the ROI? Finally, calculate your return on investment. A compelling business case equals prioritized features plus a calculated return on investment. We are also building a prioritization tool and ROI calculator to help you when you’re ready to find your Goldilocks solution.

Call Center 195

Call Center Banking Technology Surveys 195

Cincom

MAY 8, 2023

In this article, we’ll look at a quantitative approach to CPQ ROI. In any case, if the customer selected the wrong solution this will considerably limit the ROI they can achieve. This example also shows that it is not always easy to gather all the necessary business data for a high-quality ROI calculation.

Sales 52

Sales B2C B2B Management 52

Cincom

MAY 8, 2023

In this article, we’ll look at a quantitative approach to CPQ ROI. In any case, if the customer selected the wrong solution this will considerably limit the ROI they can achieve. This example also shows that it is not always easy to gather all the necessary business data for a high-quality ROI calculation.

Sales 52

Sales B2C B2B Management 52

ConvergeOne

FEBRUARY 28, 2023

In addition, organizations struggle to fully understand the capabilities, limitations, and how to calculate their return on investment (ROI) of AI initiatives. One of the most common reasons is a lack of understanding and comfort with artificial intelligence.

Technology 93

Technology 93

Inbenta

FEBRUARY 20, 2020

Customer self-service ROI. When monitoring the performance of a self-service initiative, there are a variety of different KPIs to keep track of in order to allow ROI to be measured. How to calculate an AI chatbot’s ROI. Another element you need to factor in your calculations is the cost of setting up such a tool.

Self service 116

Self service Chatbots Management B2C 116

Injixo

AUGUST 23, 2023

To anyone responsible for planning in a contact center, the return on investment (ROI) of WFM (workforce management) software is so obvious that it doesn't need explaining. The key ingredient of the workforce management business case is the ROI calculation, which quantifies the hard benefits of investing in workforce management software.

Management 52

Management Contact Center 52

SmartKarrot

JULY 22, 2022

Measuring Return on Investment (ROI) to educate customers is equally important. If your content or other customer education efforts do not bring your organization’s ROI standards, they need to be modified until the result is achieved. The idea of educating customers and then calculating the ROI thereof may seem overwhelming at first.

Education 10

Education SaaS Metrics Upselling 10

ShepHyken

JANUARY 30, 2023

How do you calculate ROI in CX? Shep Hyken is a customer service and experience expert,  New York Times  bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: What do customers want in 2023?

Healthcare 156

Healthcare Customer centricity Best practices Customer Service 156

ShepHyken

MAY 25, 2020

How to calculate your customer retention rate by Bryce Baer. How to calculate your customer retention rate. 10 Tactics For More Effectively Measuring Your Customer Service ROI by YEC. Forbes) The members of Young Entrepreneur Council share 10 ways you can make your customer service ROI figures measurable and impactful.

Customer Service 153

Customer Service Customer retention Contact Center Marketing 153

ShepHyken

APRIL 5, 2022

How is US customer satisfaction Index calculated? How do you measure ROI for customer satisfaction? answers the following questions … and more: What is customer satisfaction? What is the American Customer Satisfaction Index? What are the benefits of customer satisfaction?

Wait times 167

Wait times Customer retention Marketing Customer Experience 167

ShepHyken

JUNE 21, 2022

The Impact of Bad Customer Service on Your Customers, Employees, and ROI. And Christine shares the formula businesses can use to calculate the cost of bad customer service. The Cost of Bad Customer Service. Shep Hyken interviews Christine Churchill, Founder and CEO of the Customer Service Institute of America (CSIA).

Benchmark 161

Benchmark Customer retention Surveys Customer Service 161

Brad Cleveland Blog

NOVEMBER 3, 2023

Your finance department may have an ROI calculator … Continue reading → The post The ROI of Customer Service: Overcoming Objections appeared first on Brad Cleveland. Understanding the value of customer service and how to quantify that value has never been so important.

Customer Service 52

Customer Service Finance Contact Center Call Center 52

Fonolo

SEPTEMBER 30, 2021

Adherence is the biggest factor in achieving ROI from a workforce management perspective. The ROI of Call-Backs for Your Call Center. To put it succinctly, schedule adherence is a metric that calculates whether agents are actually available during their scheduled times. How to Calculate an Adherence Report?

Call Center 136

Call Center Schedule adherence Agent burnout call center software 136

TeleDirect

DECEMBER 14, 2023

Your return on investment (ROI) is a key performance indicator to determine your profit from an expenditure. If you have been considering investing in a dedicated call center , the question of its ROI has undoubtedly been raised. At TeleDirect, we’re committed to boosting your ROI. Minimal costs and optimal ROI.

Call Center 62

Call Center Customer retention Technical Support Sales 62

GetFeedback

FEBRUARY 1, 2020

Use our interactive calculator to measure your Customer Satisfaction Score (CSAT) and its impact on ROI.

128

128

Eptica

APRIL 1, 2021

Date: Friday, March 26, 2021 Author: Pauline Ashenden - Demand Generation Manager How Microsoft Teams delivers contact centre ROI. Drawing on expert analysis, our latest blog explains how you can calculate the ROI of Teams in five areas – read the full article on our parent company Enghouse Interactive’s site.

Best practices 72

Best practices Technology Management Customer Service 72

CSM Magazine

JUNE 20, 2023

But when it comes to maximizing ROI, it should be at the top of your list. Digital marketing Return on Investment (ROI) is the measure of the effectiveness of marketing campaigns and strategies in generating profit. Moreover, ROI is a metric used to calculate the financial gain or loss from an investment.

Marketing 52

Marketing Customer Service Metrics Analytics 52

Comm100

SEPTEMBER 4, 2022

Live Chat ROI Calculator. Fill in your team’s details into this live chat ROI calculator and see how much YOU can save! Calculate now. ROI Calculator. No matter how you slice it, live chat is a smart investment. Keep your average response time low.

Best practices 97

Best practices Customer Service Abandon rate Benchmark 97

Beyond Philosophy

FEBRUARY 10, 2020

However, business is also all about return on investment (ROI). There are a couple of contributing reasons for this prediction, including a lack of focus on return on investment (ROI) for Customer Experience efforts and not measuring the growth these efforts produce. Calculate whether that unmet need will help you gain growth.

Consulting 431

Consulting Consulting Entertainment Telecommunications 431

360Connext

FEBRUARY 9, 2021

The Three Areas of ROI. How to Calculate Customer Lifetime Value. Calculate average purchase value: If you’re unsure of the data, you can calculate this by dividing your company’s total revenue in a time period (usually one year) by the number of purchases over the course of that same time period.

Customer Experience 133

Customer Experience Sales Journey mapping Metrics 133

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Later I will go through how you can understand step-by-step what the value and ROI of customer experience are for your company.

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

Spearline

JUNE 24, 2021

Organizations are constantly battling to demonstrate the return on investment (ROI) to their finance teams from decisions regarding their personnel, financial, and resource allocations. Typically, utilizing ROI ensures businesses make well-informed and rational decisions. Employee satisfaction & productivity. Conclusion.

Telecommunications 72

Telecommunications Advertising Technical Support Finance 72

aircall

NOVEMBER 9, 2022

How can you calculate something you’ve lost? How did Aircall deliver 373% ROI, and what could Aircall do for your business growth? The composite organization from the Forrester study achieved 373% ROI over three years. Needless to say, 373% will likely not be your exact Aircall ROI percentage. It’s not easy.

voip 62

voip Consulting Consulting Sales 62

Talkdesk

SEPTEMBER 29, 2020

Calculating cost-effective strategies for security can be tricky because security is not usually an investment that provides a tangible profit. Let’s take a quick look at the return on investment (ROI) for contact center security as well as some tips to maximize this calculation. appeared first on Talkdesk.

Contact Center 82

Contact Center Customer Support Customer Experience 82

ClearAction

JANUARY 8, 2024

To calculate your Insights Utilization Rate, count the number of potential uses of CX, EX, and PX insights in a category for the denominator, and the number of high-quality uses in that category for the numerator. 24 Ways to Boost 2024 CX ROI. ” This reaction is essential for generating CX ROI.

Customer centricity 62

Customer centricity Chief Customer Officer Metrics Enterprise 62

Fonolo

MAY 13, 2021

But achieving a strong ROI is easier said than done. The ROI of Call-Backs for Your Call Center. Calculate your spend on computers, headsets, office equipment, and more. Historically, they’ve been viewed as a costly yet necessary operation for businesses. This applies mainly to in-house contact centers, not remote teams.

Call Center 129

Call Center Contact Center outsourcing CRM 129