Talkdesk

FEBRUARY 4, 2021

Customer experience (CX) leaders, while not the primary stakeholders in charge of reducing costs, must partner with their customer support/service counterparts to ensure CX is maintained and is driving return on investment (ROI) to help support the business’s bottom line. . Abandonment rate.

Metrics 87

Metrics Technology Contact Center Customer Experience 87

Talkdesk

MARCH 24, 2020

Rather than spending valuable time hunting for information, agent assistants transcribe calls in real time, identifying key words and phrases that generate knowledge base article recommendations to agents, helping them provide answers to customers’ requests faster and more effectively. Knowledge Base Administrators.

Net Promoter Score 57

Net Promoter Score Average Handle Time Contact Center Virtual Agent 57

Lithium

NOVEMBER 6, 2020

This year they achieved a 38k year-over-year increase in digital interactions, a 49% year-over-year decrease in chat average handle time, and a 44% call deflection rate on Apple Business Chat. Recognizing a customer who has demonstrated the greatest return-on-investment (ROI) using Khoros solutions to save money.

2020 52

2020 Social Media Return on Investment ROI 52

Lithium

NOVEMBER 6, 2020

This year they achieved a 38k year-over-year increase in digital interactions, a 49% year-over-year decrease in chat average handle time, and a 44% call deflection rate on Apple Business Chat. Recognizing a customer who has demonstrated the greatest return-on-investment (ROI) using Khoros solutions to save money.

2020 40

2020 Social Media Return on Investment ROI 40

Eptica

JULY 25, 2018

Essentially, you can see what is happening, but not why metrics are changing – reducing your ability to improve CX and show a return on investment from your programs. This delivers real, measurable ROI from VoC programs. How to reduce Average Handling Time and improve quality.

Net Promoter Score 50

Net Promoter Score Metrics Insights Average Handle Time 50

Pointillist

MARCH 1, 2019

This analysis reveals not only where the calls originate from but also where to target investments to get maximum ROI while keeping customer satisfaction unchanged. Fixing these failure points will result in reduced call volumes, increased efficiency of self-service channels and also better ROI on your customer service investments.

Call Center 75

Call Center Effort Score Customer Satisfaction Customer Journey 75

Magellan Solutions

JULY 8, 2021

Ultimately, it comes down to two things : Firstly, return on investment and secondly how long you can support telemarketing activity until that ROI return kicks in. Some organizations just want qualified sales leads that they follow up using internal sales people. Others want to close sales directly on the telephone.

Sales 52

Sales Net Promoter Score Average Handle Time Advertising 52

Pointillist

MARCH 1, 2019

This analysis reveals not only where the calls originate from but also where to target investments to get maximum ROI while keeping customer satisfaction unchanged. Fixing these failure points will result in reduced call volumes, increased efficiency of self-service channels and also better ROI on your customer service investments.

Call Center 40

Call Center Effort Score Customer Satisfaction Customer Journey 40

Michel Falcon Experience

FEBRUARY 11, 2019

But, um, I, truth be told, I actually had one of the largest average handle times in the call center and I swear I, I pinpoint it to that I wasn’t going to be a call center guy forever. They are sharing information with you on a daily basis and I’m afraid that at times it falls on deaf ears.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60