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

MARCH 4, 2025

When it comes to CX which spans a broad range of customer touchpoints, there is a multitude of ways to measure it by tracking different metrics: Performance metrics Response rates CSAT First call resolution NPS Abandon rate Which metrics to track for CX and how to do so will vary from business to business and season to season.

Touchpoint 100

Touchpoint Abandon Rate Metrics First Call Resolution 100

InMoment XI

SEPTEMBER 26, 2024

Why Channel Deflection is Critical to ROI-Fueled CX Every call in your contact center represents a breakdown in your customer journey. Customers don’t want to call; they want quick and easy solutions. Eg, 250,000) What is the average cost per call? (Eg. million per year) You got us, it’s never that simple.

Call Center 195

Call Center Self Service Contact Center ROI 195

Calabrio

FEBRUARY 28, 2025

It also supports quality assurance by enabling managers to review voice calls and maintain high customer service standards. 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.

Contact Center 130

Contact Center Analytics Analysis Self Service 130

BlueOcean

FEBRUARY 7, 2019

Instead, we live in a customer-centric world, where metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and First Call Resolution (FCR) are, by themselves, short-sighted and more focused on controlling costs instead of enhancing the experience.

Metrics 219

Metrics Customer Care Measurement Contact Center 219

Alliance by IFS

MARCH 27, 2019

Watch our short video and take our 5-minute quiz to see what kind of ROI results your organization could achieve by implementing field service management software. Use our ROI calculator for software purchases and take a five-minute quiz to see the rewards your organization could reap by implementing FSM software.

ROI 81

ROI Software Management Call Center 81

CX Journey

MARCH 28, 2018

As you already know, executives will want to see how CX initiatives and investments will impact business performance (yes, ROI); if they can't make that connection, it will affect their commitment, including resources to continue to fund and to staff CX improvements initiatives.

Measurement 161

Measurement Net Promoter Score First Call Resolution Effort Score 161

Calabrio

MARCH 4, 2025

Agents have a 360-degree view of the customer journey, reducing handling time and improving first-call resolution. Streamlined Operations, Efficient Agents Omnichannel contact center software streamlines operations by consolidating all communication into a single platform.

Contact Center 130

Contact Center Omni-Channel Contact Center Software Software 130

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. That adds up to 40+ days on hold for every person over the course of a lifetime!

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40

Experience Investigators by 360Connext

FEBRUARY 6, 2024

CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. First call resolution: What percentage of customer issues are resolved on the first call? Artificial intelligence (AI) is also changing the game and making time-to-insights faster and more efficient.

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

InMoment XI

DECEMBER 13, 2024

These metrics include Average Handle Time (AHT), First Call Resolution (FCR), transfer rate, and wrap-up time. These features are valuable for elevating call center operations and improving their ROI. Calculate your business’s ROI using InMoment’s conversational intelligence tools.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

NICE inContact

JULY 12, 2016

Show the Return on Investment (ROI) in both quantitative and qualitative terms. First Call Resolution (FCR) is a metric all contact centers are looking to improve. There are three primary points to cover when selling the value of data insights to the C-suite: Outline the functionality and benefits of using analytics.

Data 120

Data Contact Center First Call Resolution Return on Investment 120

NICE inContact

JUNE 30, 2016

Despite this, many contact centers are still struggling to find practical uses, and/or measure the ROI of the technology. Inability to Show or Measure ROI. In terms of financials, there are many avenues to consider in the ROI calculations for Speech Analytics. You Still Need Analysts.

Contact Center 122

Contact Center Analytics Technology Multi-Channel 122

NICE inContact

FEBRUARY 28, 2018

NICE inContact commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying NICE inContact CXone – the cloud customer experience platform. Delivered a three-year total benefit of $25.9M

Customer Experience 122

Customer Experience Self Service First Call Resolution ROI 122

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

BlueOcean

AUGUST 15, 2016

Such a correlation would allow you to determine if First Call Resolution is more likely to occur with agents who are more analytical or more empathetic. Correlations between KPIs and agent traits, for instance, provide key insight into how your agent profile impacts customer experience.

Contact Center 120

Contact Center Report Average Handle Time First Call Resolution 120

NICE inContact

OCTOBER 3, 2018

Here are some ideas from the Proving ROI section of the whitepaper: Increasing revenue, by: Increasing upsell/cross-sell due to fewer customers abandoning their transactions. Decreasing costs, by: Reducing calls by offering more effective self-service. Reducing calls by improving first call resolution rates.

Omni-Channel 120

Omni-Channel Self Service Multi-Channel First Call Resolution 120

GetFeedback

JULY 19, 2019

Operational data like First Call Resolution (FCR) in your contact centers and customer churn and retention rates help you understand the big picture results in your VoC strategy. 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

Lumoa

APRIL 21, 2022

Reduced churn New opportunities Satisfied customers Bigger communities Less complaints More references Understand other’s preferences “Response time” “First call resolution” Are these really insightful Or just noise pollution? “What will make Customer Success succeed?”

How To 195

How To Self Service Banking Customer Satisfaction 195

Calabrio

MARCH 4, 2025

In fact, according to a recent Forrester report , using GenAI for the analysis of customer conversation data is “one of the most straightforward applications that offers clear, attributable ROI.”

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

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

TechSee

JULY 10, 2024

Most importantly, today’s augmentation technologies deliver only incremental ROI improvements. Automating a service call summary will save contact center agents some time, but these gains are minuscule compared to the savings of fully autonomous service.

Self Service 124

Self Service Average Handle Time Contact Center First Call Resolution 124

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. . First call resolution.

Abandon Rate 87

Abandon Rate Metrics Technology Contact Center 87

Joe Rawlinson

JULY 24, 2019

With live chat software, you can embed it in your system with added features, such as cobrowsing that can enhance your first call resolution by 18% and lessen call handling time by 14%. He helps small & medium enterprises to grow their business and overall ROI. Crafting Strategies for Enhanced CX.

Loyalty 107

Loyalty Sales First Call Resolution Rewards Programs 107

Calabrio

MARCH 4, 2025

When it comes to CX which spans a broad range of customer touchpoints, there is a multitude of ways to measure it by tracking different metrics: Performance metrics Response rates CSAT First call resolution NPS Abandon rate Which metrics to track for CX and how to do so will vary from business to business and season to season.

Touchpoint 100

Touchpoint Abandon Rate Metrics First Call Resolution 100

TechSee

DECEMBER 2, 2020

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). Myth #3 : Remote visual assistance is a luxury that shouldn’t be considered during a financial crisis.

Net Promoter Score 109

Net Promoter Score Self Service Average Handle Time Contact Center 109

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

Think Customers

MAY 20, 2024

This week’s Fast Track CX ROI webinar is the second episode in ECXO’s three-part series of short, practical sessions hosted by Ricardo Saltz Gulko, ECXO co-founder and managing director of Eglobalis , a global adviser in CX, design, and innovation. The ultimate goal is to discover the vital few CX issues in greatest need of resolution.

Chief Customer Officer 52

Chief Customer Officer Exercises ROI First Call Resolution 52

TechSee

DECEMBER 4, 2018

As TechSee’s technology was proven to deliver ROI over and over again, a global partnership with Vodafone Group was established by signing a group agreement with VPC (Vodafone Procurement Company). The Results. Vodafone employees have been enthusiastic about the TechSee implementation.

Innovation 95

Innovation Self Service Telecommunications Customer Satisfaction 95

Interactions

JULY 9, 2024

The additional benefits — such as lower opex costs and improved scalability for peak times — are of course critical to achieving ROI and ongoing value. What is your current First Call Resolution rate? Because when it’s easy to do business with you, customers will stick around. Are you tracking Customer Effort scores?

Self Service 62

Self Service CRM Contact Center Average Handle Time 62

Interactions

JULY 9, 2024

The additional benefits — such as lower opex costs and improved scalability for peak times — are of course critical to achieving ROI and ongoing value. What is your current First Call Resolution rate? Because when it’s easy to do business with you, customers will stick around. Are you tracking Customer Effort scores?

Self Service 62

Self Service CRM Contact Center Average Handle Time 62

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.

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

SurveySparrow

JANUARY 23, 2019

For a live phone call with a customer service executive or for live chats, the customer’s issue is ‘resolved’ if they get the answer before they hang up the phone or end the interaction. When you have a higher first call resolution rate, it means that you are able to satisfy your customer in the first instance of contact.

Measurement 72

Measurement Customer Experience Effort Score First Call Resolution 72

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

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

Wootric CX Blog

JUNE 19, 2019

With cobrowse technology , your agents can see your customers’ browsers without visiting their physical location and fix their issues instantly – resulting in up to 18 percent improvement in first call resolution and 14 percent reduction in call handling times. Definitely, AI has started a new era of “self-service”!

Self Service 82

Self Service Customer Experience Chatbots Poor Customer Service 82

Magellan Solutions

MAY 16, 2024

Let’s explore the key elements that influence the pricing of outsourced call centers : Technology and Infrastructure Companies should consider ROI when investing in advanced call center tech. Location The location of the call center impacts pricing. Cost Savings : Cost savings are crucial for ROI evaluation.

Call Center 52

Call Center Average Handle Time ROI Omni-Channel 52