BlueOcean

MAY 16, 2017

We all have that image in our heads of the stereotypical call center where there’s been no investment in the agent experience and all the energy goes into keeping overhead low. These metrics are important, but the other side of the ledger is the customer experience – and lifetime customer value.

Contact Center 136

Contact Center Call Center Government Culture 136

NobelBiz

FEBRUARY 15, 2023

Customer lifetime value is a metric used in business to assess how much money a company can expect to generate from a client over the duration of their whole interactions or “lifetime”. Customer lifetime value estimates can be complicated due to variations in product type, price, frequency of purchase, and total buy volume.

Call Center 52

Call Center Effort Score Net Promoter Score Consumers 52

BlueOcean

OCTOBER 6, 2020

Understanding Lifetime Customer Value (LCV) and how the service and support experience contributes to or detracts from the realization of LCV is critical ( more on the LCV metric here ). How do those NPS and CSAT scores look? How do they compare to industry averages and the averages of other potential vendors?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

NobelBiz

FEBRUARY 21, 2023

Customer lifetime value is a metric used in business to assess how much money a company can expect to generate from a client over the duration of their whole interactions or “lifetime”. Customer lifetime value estimates can be complicated due to variations in product type, price, frequency of purchase, and total buy volume.

Call Center 52

Call Center Effort Score Net Promoter Score Consumers 52

CCO Council

MAY 13, 2014

In my previous post I described the historical retrospective approach whereby incremental per-customer or per–segment revenue gains are correlated with increasing loyalty and engagement. Expected change in customer value is another valuable means of demonstrating ROI. What is the cost of each call into the call center?

Customer Centricity 85

Customer Centricity ROI Measurement Chief Customer Officer 85

Bold360

APRIL 13, 2020

Uncertainty and anxiety have catalyzed a flood of customer questions and calls into service centers. Today’s stressed customers don’t want to wait in long queues or get stuck in automated systems that are overloaded and overwhelmed. NLP distributes workload, liberates reps. The result?

Self Service 69

Self Service Chatbots Call Center Lifetime Customer 69

Bold360

MAY 26, 2020

The way a customer feels about your brand will shape not only how loyal that customer is but also how often that customer refers your business to friends and family. Providing great CX increases customer loyalty and lifetime customer value, which directly impacts the bottom line. The CX opportunity.

Self Service 52

Self Service Customer Experience Net Promoter Score NPS 52