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From Cost Center to Revenue-Driver: Rethinking the Call Center Paradigm

InMoment XI

The Current State of Customer Calls: Costs and Missed Opportunities When each call has an associated cost, its easy to land on North Star metrics like call volume and average handle time. And to be clear, managing those variables is mission-critical for achieving, calculating, and proving ROI.

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Best Practice Number One: Start Your Self-Service Transformation Project with the Right Approach

NICE inContact

If your efforts aren’t optimally performing, it may be time to jumpstart a self-service transformation project in your contact center. Contact centers collect, store, and manage vast amounts of fundamental data to measure things like average handle time, number of calls, agent engagement, and other key-performance indicators.

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Best Practice Number One: Start Your Self-Service Transformation Project with the Right Approach

NICE inContact

If your efforts aren’t optimally performing, it may be time to jumpstart a self-service transformation project in your contact center. Contact centers collect, store, and manage vast amounts of fundamental data to measure things like average handle time, number of calls, agent engagement, and other key-performance indicators.

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Call Center Dashboard: Track and Analyze Call Volume for Business Growth

InMoment XI

For example, the Average Handle Time (AHT) metric indicates how long it takes to complete a single call. If your agents complete a call in record time but fail to satisfy the customer, it will hurt your business. These metrics include Average Handle Time (AHT), First Call Resolution (FCR), transfer rate, and wrap-up time.

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Insights on the Value of Conversational Automation

Uniphore

Subject matter experts Jafar Syed of Uniphore and Saurabh Rai of Tech Mahindra have teamed up to present a podcast that explores how conversational automation generates return on investment (ROI) by promoting innovation, boosting agent productivity, and increasing customer satisfaction. Uniphore and Tech Mahindra Partnership.

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The ROI of Agentic AI: Practical Strategy and KPIs

TechSee

For enterprise leaders looking to optimize their customer service operations, the return on investment (ROI) of Agentic AI is undeniable. For example, while Agentic AI could technically handle customer churn issues, many brands will look to maintain a high level of human connection when handling these high-value interactions.

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Understanding Customer Experience Analytics: Unlocking Insights for Success

InMoment XI

Understanding the Return on Investment (ROI) of customer experience analytics is crucial for businesses aiming to justify their investments in this strategic initiative. What Are Important Metrics to Consider in Customer Experience Analytics? What is the ROI of Customer Experience Analytics?

Analytics 243