DCX

DECEMBER 31, 2024

Show Me the Money: Proving ROI from Your CX Initiatives You know the drill. Someone in leadership leans in, raises an eyebrow, and hits you with the classic: “What’s the ROI of this?” Let’s talk about why proving ROI feels so painful—and, more importantly, how you can make it easier.

ROI 52

ROI Self Service Leadership Metrics 52

CX Journey

JUNE 23, 2016

Have you been able to prove the ROI of focusing on the customer experience to your executives? What's the ROI? If you're faced with this challenge, you're probably wondering how you'll ever be able to answer the seemingly elusive ROI question. People cringe when they hear it, but ROI doesn't have to be a "three-letter word."

ROI 109

ROI Customer Experience First Call Resolution Call Center 109

Calabrio

MARCH 25, 2025

Examples include contact center performance data (call volume, wait times, etc.), Determine Budget and ROI: Pricing Model: Understand the software’s pricing structure and consider your budget. Otherwise, average time to ROI statistics are frequently offered within prominent industry reports.

Software 130

Software Customer Journeys Tools Contact Center 130

Comm100

MAY 5, 2022

Decreased wait times. Chatbots don’t just eliminate waits for simple questions. ROI of banking AI chatbots. Now that we’ve seen the benefits and use cases of chatbots, it’s time to look at how they impact the bottom line. The post Banking AI Chatbots – Benefits, Use Cases & ROI appeared first on Comm100.

Chatbots 130

Chatbots Banking ROI Omni-Channel 130

InMoment XI

DECEMBER 13, 2024

Monitoring Real-Time Performance A dashboard provides live data on aspects like call availability and agent efficiency. This real-time data collection enables immediate improvements where necessary. It visualizes how certain metrics change over time to help teams make informed decisions. It highlights areas of improvement.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

Comm100

MAY 4, 2022

This improved productivity means reduced wait times for members and increased capacity for credit unions. Secondly, with less questions directed at human agents, these agents can spend more time on complex questions, giving members the time and care that they expect. We love our chatbot.

Chatbots 244

Chatbots How To Omni-Channel e-support 244

Second to None

MARCH 29, 2019

Indeed, understanding this correlation between the two is very important, yet it leads to a new question: How does one actually calculate the ROI of CX? While the ROI of CX can seem abstract, and in-turn, difficult to consolidate into a straightforward proposal, the process is not nearly as daunting as one would imagine. 3] [link].

ROI 86

ROI Measurement Effort Score Net Promoter Score 86

Comm100

AUGUST 10, 2022

Because chatbots respond immediately, a bot completely eliminates wait times and makes sure that every customer receives the fast support that todays’ consumers expect. Better yet, customers waiting to speak with a human agent indirectly experience the benefits of chatbots too. .” – Richard Branson, COO of Tangerine.

Chatbots 246

Chatbots Customer Service ROI Case Study 246

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. The friction of navigating IVRs, waiting on hold, and repeating information can erode loyalty in seconds. Customers don’t want to call; they want quick and easy solutions.

Call Center 195

Call Center Self Service Contact Center ROI 195

Comm100

SEPTEMBER 4, 2022

Live Chat ROI Calculator. Fill in your team’s details into this live chat ROI calculator and see how much YOU can save! ROI Calculator. Keep your average response time low. Be clear about wait time. If a customer must wait, let them know for how long, and what it is that they are waiting for.

Customer Service 246

Customer Service Apparel Abandon Rate ROI 246

ECXO

DECEMBER 25, 2024

Provide convenience and speed: Long wait times and cumbersome processes are deal-breakers. Example Action: Use analytics tools to link CSAT improvements to revenue growth, demonstrating CXs ROI. Todays customers expect companies to: 1. Encourage user-generated content and peer-to-peer interactions.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Comm100

JANUARY 11, 2023

Voice bots that communicate with customers through digital voice and telephony channels using the latest machine learning AI to eliminate long wait times. Lower service costs and substantial ROI. Example 4 – Voice bot to reduce phone wait times. Reduced wait times and faster resolutions.

Customer Service 246

Customer Service Self Service Chatbots Return on Investment 246

Comm100

OCTOBER 10, 2022

Customer service teams often face an uphill battle to keep wait times and response times low, even with the modern tools provided by live chat. Chatbots can help ensure fast support with low waits by: Acting as a “front door,” to collect information about users which is then passed on to support agents.

Chatbots 261

Chatbots Self Service Examples Industry 261

Comm100

MARCH 19, 2020

Take a look at the estimated wait times that WestJet was showing on their website on March 12th 2020 (sorry WestJet, we know many other companies were experiencing similar challenges too!): Chatbot ROI Calculator. ROI Calculator. Skyrocketing chat volume. We’re here to help! It’s a lot!). Find out now.

Contact Center 146

Contact Center Chatbots ROI Knowledge Base 146

Calabrio

MARCH 22, 2025

Workforce planners: These specialists forecast call volume and customer demand, and optimize agent scheduling to ensure adequate staffing levels and minimize customer wait times. Enable real-time insights and responses Workforce planning doesnt end with the creation of the schedule.

Contact Center 130

Contact Center Management Strategy Call Center 130

Comm100

APRIL 12, 2022

Unlike traditional phone support that often suffers from long wait times, chatbots are instantaneous, providing real-time support no matter the time or hour. And with unlimited capacity, high volumes don’t impact wait times as they do with traditional support so agents aren’t overwhelmed at peak times of the day or week.

Government 147

Government Chatbots Wait Times Knowledge Base 147

Kayako

SEPTEMBER 6, 2017

Waiting for an agent fuels frustration: 24% of consumers say long wait times are their biggest frustration. 19% of businesses say their customers are most frustrated by long wait times. Exceptional chat experience produce significant ROI. A live chat option brings in more revenue.

User Experience 221

User Experience Wait Times Software Consumers 221

BlueOcean

JANUARY 9, 2018

We want intelligent interactions that are personalized to our own situations and we want them on demand – not after we waste our precious time sitting on hold. Long gone are the days when customers almost expected to experience IVR hell and would pretty much tolerate jaw-dropping wait times.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Comm100

DECEMBER 10, 2024

It enables agents to respond to queries in seconds, minimizing wait times and resolving issues quickly. Customer Lifetime Value (CLV) Total revenue generated by a player Guides long-term marketing and retention decisions to maximize ROI. This immediate interaction keeps players engaged and reduces the frustration of long delays.

Strategy 130

Strategy Multi-Channel Loyalty Social Media 130

Comm100

MARCH 19, 2020

Take a look at the estimated wait times that WestJet was showing on their website on March 12th 2020: Chatbots are ideal tools for identifying and categorizing queries quickly, and then resolving the issue without a human agent. Chatbot ROI Calculator. ROI Calculator. Skyrocketing chat volume. We’re here to help!

Contact Center 130

Contact Center Chatbots ROI Knowledge Base 130

TechSee

JULY 18, 2019

Some examples of high-effort interactions include: Repeat contacts – when agents achieve First Contact Resolution (FCR), it means that they properly addressed the customer’s needs the first time they contacted the enterprise, eliminating the need for the customer to follow up with a second contact to seek resolution.

Self Service 207

Self Service Customer Experience How To Contact Center 207

Comm100

NOVEMBER 13, 2022

The efficiencies of live chat also mean a high return on investment (ROI) for the technology. Access our Live Chat ROI Calculator to learn how much your team can save by introducing live chat. . If it had been left as it was, acceptance rates and wait times would have been seriously damaged, and complaints rife.

Tools 242

Tools Customer Service Tips Omni-Channel 242

Kayako

OCTOBER 25, 2017

And while not as annoying as scripted responses, 24% of consumers report they can’t bear long waiting times. Indeed, exceptional chat experiences offering memorable, human-to-human support will result in a significant ROI, especially if agents are using customer data to offer personalized support.

User Experience 211

User Experience Consumers Study Wait Times 211

GlowTouch

SEPTEMBER 17, 2019

The Preferred Channel by Customers, Exceptional ROI for Companies. If we dive deeper, email has a long turnaround time, which may involve several correspondences. There are too many time-consuming challenges, as compared to chat. Outstanding ROI for Companies. The good news is that it is great for both. Conclusion.

ROI 73

ROI Company Multi-Channel Return on Investment 73

GetFeedback

JANUARY 27, 2020

ROI: If VoC results aren’t tied to clear financial metrics or business goals, you can’t validate the impact of your program. You may notice errors in communication or confusion in task ownership as a result of teams working in silos, with the result that customers wait too long for service.

How To 221

How To Customer Journeys Feedback Survey 221

Comm100

JUNE 15, 2020

Here’s why humans need chatbots, and chatbots need humans – and how you can achieve this perfect balance to deliver support that will exceed customer expectations and generate substantial ROI. Recommended reading: Chatbot ROI Calculator. Why humans need chatbots. See how closely those benefits match?!

Chatbots 162

Chatbots ROI Training Employee Experience 162

InteractionMetrics

JANUARY 7, 2025

With over 75 CX practitioners joining the conversation, we dove into the heart of customer journey mappingas a tool for creating experiences that drive ROI. Key Pain Points Uncovered: Long Wait Times: Customers were frustrated by delays during peak hours. Results: Wait times improved, increasing customer satisfaction.

Customer Journeys 52

Customer Journeys Strategy Consulting B2B 52

Comm100

FEBRUARY 20, 2018

This blog post is dedicated to helping you calculate the return on investment (ROI) that Chatbots will bring your company, and how much money Chatbots can save you. Longer wait times equal a more expensive phone bill, meaning that cutting staff may actually end up costing more than it saves. Calculating the ROI of Chatbots.

Chatbots 180

Chatbots Self Service ROI Contact Center 180

Comm100

NOVEMBER 13, 2022

Find out how much money a chatbot could save your organization with our Chatbot ROI Calculator. In this chapter, we’ll look at how chatbot software can transform the digital customer experience (CX) through improved service, availability, and accessibility, as well as the ROI they can generate for the organization through automation.

Chatbots 130

Chatbots Software Self Service Wait Times 130

Think Customers

OCTOBER 14, 2024

Improve CX and drive ROI with a roles-based strategy The AI landscape is evolving so quickly, it seems like nearly every day there’s another “shiny new object” promising to revolutionize customer experience (CX). They also need to get department leaders to work together if they’re going to drive ROI.

Contact Center 52

Contact Center Self Service ROI Training 52

GetFeedback

MAY 9, 2019

How do you demonstrate the return on investment (ROI) for your CX program? . This could mean reducing customer wait time for speaking with a support agent, improving the product or website UX to remove pain points, etc. That way you’re supporting the cross-functional alignment of your CX strategy. .

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Comm100

MAY 19, 2020

Studies have shown time and time again that live chat helps to increase sales – and companies are reaping the benefits. It’s been shown that live chat can drive 3x – 5x more conversions and deliver up to 6000% ROI. These numbers make one thing clear: live chat is effective in generating leads and making sales.

Competitive Advantage 279

Competitive Advantage eBook Report Loyalty 279

Beyond Philosophy

MARCH 7, 2024

We also addressed customer communications regarding wait times and overhauled how they handled their retail staff’s presentation. The post Uncover the incredible Impact on ROI of Harnessing Customer emotions appeared first on Beyond Philosophy. We would be glad to hear from you and help you with your challenges.

ROI 78

ROI Return on Investment Exercises Measurement 78

PeopleMetrics

OCTOBER 25, 2017

The ROI customer experience. You try a new a restaurant, excited to get your grub on, and by the time you sign the check, you’ve decided that you won’t be recommending or returning - customer churn alert! Was it the wait time, service, food, or the bathroom? Don’t be part of the 36% of companies ignoring the power of CX.

CEM 122

CEM Customer Experience Customer Centricity ROI 122

Uniphore

NOVEMBER 23, 2021

Subject matter experts Jafar Syed of Uniphore and Saurabh Rai of Tech Mahindra have teamed up to present a podcast that explores how conversational automation generates return on investment (ROI) by promoting innovation, boosting agent productivity, and increasing customer satisfaction. Uniphore and Tech Mahindra Partnership.

Average Handle Time 130

Average Handle Time Return on Investment e-support ROI 130

Comm100

NOVEMBER 15, 2022

The greatest telephone customer service pain points are getting passed from one representative to another (34%) and having to wait too long to reach a representative (26%). Today’s consumers expect support to be fast and won’t accept long wait times and drawn-out IVR messages. This compares to a 78% benchmark for phone support.

Strategy 146

Strategy Omni-Channel Contact Center Chatbots 146

Comm100

JUNE 15, 2020

Here’s why humans need chatbots, and chatbots need humans – and how you can achieve this perfect balance to deliver support that will exceed customer expectations and generate substantial ROI. Recommended reading: Chatbot ROI Calculator. Why agents need chatbots . See how closely those benefits match?!

Chatbots 130

Chatbots ROI Training Employee Experience 130