Natalie Petouhof

FEBRUARY 17, 2016

Tweet This report looks at how companies, using the right software, can gain ROI from Customer Service and Customer Experience. Increases in Average Handle Time (AHT) for phone, email, chat and social media  . Agile Customer Care Delivers High Return on Investment.

ROI 40

ROI Report Self Service Customer Service 40

Seaton CX

NOVEMBER 1, 2022

You’ve read a ton of blogs, articles, emails, and corporate-y research reports since you first googled customer experience management back in 1873. Sometimes they aren’t connecting the dots to understand the return on investment (ROI) of CX. If they don’t understand the ROI, you may need a better CX business case.

Engagement 86

Engagement Average Handle Time ROI Return on Investment 86

Natalie Petouhof

SEPTEMBER 1, 2016

The report goes into a lot of detail so it’s clear how to calculate the ROI of social customer service: Many brands have experienced incidents where not taking care of an issue turned into a social media nightmare. How to Calculate Social Customer Care ROI. Costs of Investment. Social media metrics.

ROI 45

ROI Social Media Airlines Customer Service 45

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

InMoment XI

NOVEMBER 15, 2023

What is the ROI of Customer Experience Analytics? Understanding the Return on Investment (ROI) of customer experience analytics is crucial for businesses aiming to justify their investments in this strategic initiative. Most organizations struggle proving ROI with their CX programs.

Analytics 324

Analytics Customer Experience e-support Net Promoter Score 324

NobelBiz

APRIL 25, 2023

According to McKinsey , high-performing organizations are 3X more likely than others to report data and analytics initiatives contributed at least 20% to EBIT (from 2016–19). Invest in Training and Development While investing in training and development might seem counterintuitive when cutting costs, it can lead to long-term savings.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

Lithium

NOVEMBER 6, 2020

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. Airbnb also reports that hosts who are community members earn 2.5 times more revenue than those who aren’t.

Social Media 52

Social Media Return on Investment ROI Average Handle Time 52