TechSee

SEPTEMBER 26, 2024

In this post we will explore the best practices and strategic considerations when determining your core objective: projecting the ROI of Agentic AI. For enterprise leaders looking to optimize their customer service operations, the return on investment (ROI) of Agentic AI is undeniable. Below are a few examples.

ROI 124

ROI Strategy Average Handle Time Net Promoter Score 124

TechSee

JANUARY 27, 2025

AI Reasoning is what separates “low hanging fruit” with limited ROI impact, from meaningful AI automation with scalable, substantial, transformative impact. Here’s how: Increased First Contact Resolution (FCR): AI can analyze patterns and provide the right solutions the first time.

Interaction 124

Interaction Average Handle Time Multi-Channel Chatbots 124

Calabrio

FEBRUARY 28, 2025

Improved first call resolution (FCR) and reduced average handle time (AHT): Voice analytics software enables businesses to address concerns more effectively on the first call, improving FCR rates. It also supports quality assurance by enabling managers to review voice calls and maintain high customer service standards.

Contact Center 130

Contact Center Analytics Analysis Self Service 130

InMoment XI

DECEMBER 13, 2024

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.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

TechSee

MARCH 4, 2024

What is the ROI of Generative AI in CX? The Costs of Generative AI-Powered Automation Implementing generative AI-powered automation in CX involves several costs, all of which must be taken into consideration to determine or project the ROI of Generative AI. However, even at this early stage, there is a clear ROI.

ROI 109

ROI Financial Net Promoter Score Effort Score 109

TechSee

MARCH 4, 2024

What is the ROI of Generative AI in CX? The Costs of Generative AI-Powered Automation Implementing generative AI-powered automation in CX involves several costs, all of which must be taken into consideration to determine or project the ROI of Generative AI. However, even at this early stage, there is a clear ROI.

ROI 109

ROI Financial Net Promoter Score Effort Score 109

InMoment XI

NOVEMBER 15, 2023

What is the ROI of Customer Experience Analytics? Understanding the Return on Investment (ROI) of customer experience analytics is crucial for businesses aiming to justify their investments in this strategic initiative. Most organizations struggle proving ROI with their CX programs.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

InMoment XI

SEPTEMBER 3, 2024

Demonstrate Return on Customer Service Investment Conversation analytics provides businesses with tangible evidence of the customer experience ROI from their efforts. AI-Powered Summarization : Leverage generative AI to reduce average handle time (AHT) by 33% through concise call summaries.

Analytics 195

Analytics Data Social Media Average Handle Time 195

Calabrio

NOVEMBER 12, 2019

Tracking experience metrics helps companies better understand customers and their needs, as well as the progress and ROI of their initiatives. AVERAGE HANDLING TIME Customers expect their questions to be answered quickly, which is where average handling time comes in.

Metrics 130

Metrics Measurement Average Handle Time Customer Experience 130

Experience Investigators by 360Connext

FEBRUARY 6, 2024

CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. Artificial intelligence (AI) is also changing the game and making time-to-insights faster and more efficient. Average purchase value: What is the average dollar amount spent by customers?

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

CSM Magazine

DECEMBER 9, 2024

This approach has already helped organisations achieve significant improvements in key metrics such as first-contact resolution rates, average handling times, and customer satisfaction scores. Key topics will include: Strategies for reducing annual operational costs by up to 4.2

Average Handle Time 52

Average Handle Time Groups Customer Satisfaction Roadmap 52

BlueOcean

AUGUST 15, 2016

Reporting on Average Handle Times and Average Speed of Answer, as well as other key metrics, is standard in contact center reporting. The same is true for decreasing Average Handle Time. First Step: Smart Forecasting. Those metrics are important, but understanding how to act on that insight is vital.

Contact Center 120

Contact Center Report Average Handle Time First Call Resolution 120

Uniphore

NOVEMBER 23, 2021

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.

Average Handle Time 130

Average Handle Time Return on Investment e-support ROI 130

Calabrio

MARCH 22, 2025

Choose technology vendors that offer efficient implementation and a short time to ROI, as well as ongoing support, training, and tailored innovation. Look for partners, not just providers The best technology providers deliver much more than just the best contact center tools. And if you can measure it, you can improve it.

Contact Center 130

Contact Center Management Strategy Call Center 130

Comm100

SEPTEMBER 6, 2022

Three great ways to figure the answer out: Book a demo with one of our live chat specialists to discuss your setup Input your details into our Live Chat ROI Calculator to find out the optimal setup Continue reading this blog! For more tips, read our blog post: How to Reduce Your Average Handle Time Fast.

Guidelines 246

Guidelines Customer Satisfaction Report Average Handle Time 246

Interactions

FEBRUARY 6, 2025

Interactions IVA automates and unifies customer experiences across voice and digital channels, significantly reducing wait times and customer frustration, while delivering significant ROI. White-glove implementation Equally critical to the success of Interactions IVAs are our success teams.

Insurance 62

Insurance Interaction Self Service Multi-Channel 62

Talkdesk

SEPTEMBER 18, 2020

There are various ways of addressing this question and we will be discussing a few below; but in a nutshell, link everything with return on investment (ROI) — both qualitative and quantitative. A common question that arises is, “How do I set up a knowledge management strategy when most of my team is remote, and measure its efficacy?”

Self Service 116

Self Service Management Net Promoter Score Average Handle Time 116

Natalie Petouhof

FEBRUARY 17, 2016

Tweet This report looks at how companies, using the right software, can gain ROI from Customer Service and Customer Experience. Increases in Average Handle Time (AHT) for phone, email, chat and social media  . These include: Recommendations and the Bottom Line: Agile Customer Care Delivers ROI .

ROI 40

ROI Report Self Service Customer Service 40

TechSee

JULY 10, 2024

Moreover, human-augmentation systems often struggle to handle peak operational volumes since their dependence on humans prevents them from reaching the true scale that full automation AI agents would enable. Most importantly, today’s augmentation technologies deliver only incremental ROI improvements.

Self Service 124

Self Service Average Handle Time Contact Center First Call Resolution 124

TechSee

DECEMBER 28, 2020

Once the ROI of these remote technical support and customer support teams became abundantly clear, many enterprises decided that these temporary teams would become permanent. Likewise, agents were empowered to go above and beyond their standard scripts, using their newfound technical knowledge and skills to assist their customers.

Customer Service 186

Customer Service Contact Center Knowledge Base Self Service 186

TechSee

DECEMBER 16, 2020

The ability to virtually enter a customer’s home to provide remote support while alleviating their health concerns has been vital to achieving the company’s goals of increasing FCR and NPS while decreasing average handling time. A large housing association in the UK, LiveWest owns and manages almost 40,000 homes.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time NPS 109

eGain Blogs

FEBRUARY 27, 2018

Sorry, no such thing for AI in the Contact Center this time around. Here are some eye-popping ROI examples from these clients: Telco. 50% reduction in agent time-to-competency across 10,000 agents and 550 retail stores. Agent training time reduced by 60%. 67% reduction in AHT (Average Handle Time).

Contact Center 63

Contact Center Net Promoter Score Average Handle Time ROI 63

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. A strategy to meet the social customer care goals and objectives.

ROI 45

ROI Social Media Airlines Customer Service 45

TechSee

DECEMBER 2, 2020

Incorporating remote visual assistance into day-to-day operations helps: reduce customer effort and wait time. Many organizations are investing in innovations driven by customer demand and expectations that also improve KPIs such as Net Promoter Score (NPS), Average Handle Time (AHT), and First Call Resolution (FCR).

Net Promoter Score 109

Net Promoter Score Self Service Average Handle Time Contact Center 109

Horizon CX

MARCH 19, 2022

Small wonder then that the ROI of AI is only being reported by 10% of businesses. Granted we live in a fast-paced age where average handling time is typically imposed upon an agent as one of their performance metrics and I get that, but some people tend to have this communication problem.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

Seaton CX

NOVEMBER 1, 2022

Sometimes they aren’t connecting the dots to understand the return on investment (ROI) of CX. Other times, they don’t understand how CX would help solve their particular problem, like reducing operating costs or improving Average Handle Time (AHT) in the contact center.

Engagement 86

Engagement Average Handle Time ROI Return on Investment 86

Lithium

OCTOBER 18, 2021

Received your ROI results and want to learn more? You can fill out the form HERE to chat with our in-house business value consulting experts and receive an in-depth ROI evaluation that’s tailored to your unique business. Khoros has an entire team dedicated to showing you the value of our solutions. No contracts or commitments needed.

Average Handle Time 52

Average Handle Time Contact Center ROI Consulting 52

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.

Abandon Rate 87

Abandon Rate Metrics Technology Contact Center 87

Comm100

JANUARY 14, 2020

With digital omnichannel, agents have both the tools and the context they need to satisfy customers and improve KPIs such as first contact resolution rate (FCR) and average handle time (AHT). Recommended for you: Agent Assist ROI Calculator. Reduced costs. Fast, accurate and easy.

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

Eptica

JUNE 13, 2018

But as analyst Ed Thompson said at the recent Gartner summit , there are over 100 commonly used metrics for measuring CX, ranging from the simple ( Average Handling Time ) to the more complex ( overall customer satisfaction or Net Promoter Score ). So how do you ensure you are covering all the bases when tracking CX performance?

Measurement 49

Measurement Net Promoter Score Customer Experience Average Handle Time 49

eGain Blogs

FEBRUARY 27, 2018

Sorry, no such thing for AI in the Contact Center this time around. Here are some eye-popping ROI examples from these clients: Telco. 50% reduction in agent time-to-competency across 10,000 agents and 550 retail stores. Agent training time reduced by 60%. 67% reduction in AHT (Average Handle Time).

Contact Center 45

Contact Center Net Promoter Score Average Handle Time ROI 45

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.

Knowledge Base 57

Knowledge Base Self Service Net Promoter Score Average Handle Time 57

Doug Leather

MAY 30, 2014

Taking the analogy further the parts (functions) of the organisation need to mesh together, to be joined up in such a way that they operate seamlessly – to be designed in such a way that they’re supportive of the strategic outcome of the business.

System 51

System Analytics Customer Experience Average Handle Time 51

Interactions

JULY 9, 2024

Customers can resolve issues in less time on the channel they prefer, while contact centers reduce live agent minutes, average handle times, and costs. The additional benefits — such as lower opex costs and improved scalability for peak times — are of course critical to achieving ROI and ongoing value.

Self Service 62

Self Service CRM Contact Center Average Handle Time 62

Interactions

JULY 9, 2024

Customers can resolve issues in less time on the channel they prefer, while contact centers reduce live agent minutes, average handle times, and costs. The additional benefits — such as lower opex costs and improved scalability for peak times — are of course critical to achieving ROI and ongoing value.

Self Service 62

Self Service CRM Contact Center Average Handle Time 62

eGain Blogs

FEBRUARY 27, 2018

Sorry, no such thing for AI in the Contact Center this time around. Here are some eye-popping ROI examples from these clients: Telco. 50% reduction in agent time-to-competency across 10,000 agents and 550 retail stores. Agent training time reduced by 60%. 67% reduction in AHT (Average Handle Time).

Contact Center 40

Contact Center Net Promoter Score Average Handle Time ROI 40

Lithium

AUGUST 12, 2021

In our new ebook, From team to COE: Why CX teams struggle , and how to fix it , we provide actionable steps for how CX leaders can overcome the top three internal obstacles to create a unified view of the customer, drive cross-departmental action and connect CX program outcomes to ROI.

Average Handle Time 52

Average Handle Time eBook How To Contact Center 52