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. Operational KPIs such as response times, on-time delivery, or first-call resolution rate.

B2B 339

B2B Customer Journeys How To Effort Score 339

Calabrio

APRIL 11, 2025

A comprehensive needs assessment involves: Analyzing Performance Data: Dive into key metrics like Customer Satisfaction (CSAT) , First Call Resolution (FCR) , Average Handle Time (AHT) , and other factors of QA scorecards. switching from chat to call). Ask: Where are the gaps in performance?

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

GetFeedback

JULY 19, 2019

And yet, it’s not surprising to know companies categorized as customer-centric reported much higher revenue than their counterparts, as documented in Hotjar’s 2019 State of Customer Experience Report. This guide will teach you how to launch a VoC program, take action with your customer feedback, and prove the ROI of your efforts.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Pointillist

MARCH 20, 2019

By Swati Sahai The importance of calculating your customer experience ROI cannot be overstated—how will you build, measure and regularly optimize your customer experience efforts if you don’t know the return on your CX investments? You need the quantitative ROI to make a strong business case and obtain approval for continued investment.

ROI 59

ROI Customer Experience Self Service How To 59

TechSee

DECEMBER 2, 2020

Sharing a view of a physical document, agents can point to a particular line to clarify billing or contract issues, validate coupons, or view damaged goods prior to returns. Selecting the right solution that drives greater adoption among your agents, technicians, and customers will result in a higher ROI. The opposite is true.

Net Promoter Score 109

Net Promoter Score Self Service Average Handle Time Contact Center 109

Inbenta

JUNE 17, 2021

The origin may be found in knowledge acquisition, storage, distribution, or knowledge use – thankfully, however, the first step towards the optimization of your KMS is singularly found in the tracking of KPIs. Improve your ROI thanks to relevant knowledge management KPIs. Did we reduce the number of calls ?

Management 52

Management Strategy Knowledge Base First Call Resolution 52

Pointillist

SEPTEMBER 10, 2020

Process Mining Many chief financial officers, CIOs, digital officers and operations analysts rely on process mining to document, analyze and improve the efficiency of business workflows. 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