ECXO

MARCH 6, 2025

While customer delight is the ultimate goal, framing it in terms of ROI and competitive advantage speaks the language of executives and ensures CX strategy gets the necessary support. Conversely, if competitive advantage comes from efficiency and scale, the CX strategy might focus on digitizing interactions for speed and ease.

B2B 314

B2B Customer Journeys How To Effort Score 314

Calabrio

FEBRUARY 28, 2025

Essentially, voice analytics can unlock the hidden potential within your contact centers conversationsand turn your interactions into a competitive advantage. 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

Calabrio

MARCH 4, 2025

Agents have a 360-degree view of the customer journey, reducing handling time and improving first-call resolution. In the meantime, if you follow the right best practices, you can open up a competitive advantage, turning your contact center into not only a hub for quality service but also an engine of growth.

Contact Center 130

Contact Center Omni-Channel Contact Center Software Software 130

TechSee

DECEMBER 4, 2018

Vodafone Greece even chose to highlight the competitive advantage created by TechSee’s service by featuring the technology in its TV commercial campaigns.

Innovation 95

Innovation Self Service Telecommunications Customer Satisfaction 95

TechSee

MAY 29, 2018

With clear ROI demonstrated almost immediately upon implementation, C-level decision-makers and call center management have turned to visual engagement as an important stepping stone on their journey towards providing a digital customer-centric experience. Better resolution rate. Higher agent engagement.

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

Pointillist

SEPTEMBER 10, 2020

More importantly, customer journey analytics enables CX, marketing and customer care teams to prioritize CX improvement initiatives and quantify the ROI of CX investments. Costs have doubled for this journey, as first call resolution (FCR) has fallen from 65% to 30% and call volume has increased significantly.

Customer Journeys 128

Customer Journeys Touchpoint Net Promoter Score Customers 128

ViiBE Blog

FEBRUARY 28, 2022

Live chat boosts competitive advantage Live chats are no longer something shocking and completely new, however, not many companies are using them. Live chat increases ROI Research has shown that by implementing live chat , a company can boost its conversion rate up to 20% and receive a 300% return on investment.

CRM 52

CRM First Call Resolution ROI Return on Investment 52