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

Pointillist

NOVEMBER 11, 2019

Many call center leaders cite First Call Resolution (FCR) as the most important metric to track. Research firm Frost and Sullivan calls First Call Resolution the “home run” of call center metrics. What is First Call Resolution? The reason?

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

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 75

First Call Resolution Self Service Call Center Effort Score 75

Wootric CX Blog

JUNE 19, 2019

The report also pointed out that 83 percent of those surveyed were OK shopping with a brand or retailer that uses chatbots or other AI capabilities. According to Segment’s 2017 State of Personalization Report , only 22 percent of shoppers are satisfied with the level of personalization they currently receive. Improving Personalization.

Self Service 82

Self Service Customer Experience Chatbots Poor Customer Service 82

Pointillist

SEPTEMBER 10, 2020

Behemoths like Amazon and Netflix have transformed consumer expectations and influenced the experiences consumers demand from their banks, cable and wireless companies, and even health insurers. 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 Interaction Net Promoter Score 128

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

Pointillist

JULY 25, 2018

and delivers meaningful ROI. Milestones include when a User starts thinking in terms of journeys, can discover journeys on their own, and is able to report on desired metrics within the customer journey analytics platform. Top Telecom Provider Rapidly Quantifies ROI with Pointillist A large, top 5 U.S.

Customer Journeys 43

Customer Journeys Analytics How To Metrics 43