Remove Call Center Remove Lifetime Customer Remove NPS
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Chasing Unicorns: Is It Possible to Have a Strategic Partnership with Your Contact Center?

BlueOcean

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.

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What Is the Customer Life Value & Why Your Call Center Should Focus On It!

NobelBiz

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.

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Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?

BlueOcean

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?

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What Is the Customer Life Value & Why Your Call Center Should Focus On It!

NobelBiz

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.

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Measuring ROI of Customer Centricity-Changes in Customer Value

CCO Council

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?

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CX Now: What Is Natural Language Processing (NLP) and Why Is It More Important Than Ever?

Bold360

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?

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Future-Proofing Customer Experience (CX) for a Digital-First ?New Normal?

Bold360

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.