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 Analytics 130

Eptica

JUNE 13, 2018

But as analyst Ed Thompson said at the recent Gartner summit , there are over 100 commonly used metrics for measuring CX, ranging from the simple ( Average Handling Time ) to the more complex ( overall customer satisfaction or Net Promoter Score ). So how do you ensure you are covering all the bases when tracking CX performance?

Measurement 49

Measurement Net Promoter Score Customer Experience Average Handle Time 49

Natalie Petouhof

FEBRUARY 17, 2016

Increases in Average Handle Time (AHT) for phone, email, chat and social media  . Agile Customer Care Delivers High Return on Investment. Savings can be found from increasing FCR and self-service as well as decreasing average handle time.

ROI 40

ROI Report Self Service Customer Service 40

TechSee

JUNE 25, 2019

When agents are empowered, they become invested in every customer interaction. The results are reflected positively in the agent’s KPIs, further motivating them to use these innovative tools to succeed. Contact center decision makers understand that better tools are the key to reducing contact center training times.

Technology 122

Technology Customer Service Contact Center Gamification 122

Natalie Petouhof

SEPTEMBER 1, 2016

The business results (cost savings or revenue generation) or the return on investment (ROI) for the social customer care initiative. The formula to calculate ROI is: Return on Investment = (Gains from Investment) – (Costs of Investment) x 100. Costs of Investment.

ROI 45

ROI Social Media Airlines Customer Service 45

NobelBiz

APRIL 25, 2023

The call center industry is notorious for its high operating costs, making it imperative for businesses to find innovative ways to cut expenses while maintaining or improving the service quality. Investing in employee training is a long-term strategy for reducing call center operating expenses.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

Lithium

NOVEMBER 6, 2020

Their innovative solutions, dedication to customers, and overall awesomeness make us proud to be their partners. This year they achieved a 38k year-over-year increase in digital interactions, a 49% year-over-year decrease in chat average handle time, and a 44% call deflection rate on Apple Business Chat.

Social Media 52

Social Media Return on Investment ROI Average Handle Time 52