CSM Magazine

MARCH 16, 2023

New solution improves contact center operations and captures new financial upsides by uncovering organizational operational inefficiencies. This consultative solution engages all levels of a contact center to uncover process breakdowns and areas ripe for technological transformation. over five years.

Contact Center 52

Contact Center Analysis Financial Consulting 52

VDS

JUNE 6, 2023

In today’s digital age, contact centers play a vital role in delivering exceptional customer experiences. As businesses strive to meet evolving customer expectations, adopting a cloud contact center solution has become a strategic imperative. Let’s begin!

Contact Center 52

Contact Center ROI Return on Investment Case Study 52

Talkdesk

SEPTEMBER 29, 2020

Information security is the most important but least discussed pillar of any contact center regardless of scope, size and industry. Security should be a top priority for all aspects of contact center operations, from the way agents access customer support systems to how and where customer data is stored.

Contact Center 82

Contact Center Policies Return on Investment ROI 82

CSM Magazine

JULY 13, 2022

Contact center leaders are struggling to keep pace with ‘unrealistic’ demands. Contact centers are struggling to deliver much-needed CX innovation while battling against rising contact volumes, agent attrition and customer churn, according to a new survey of 1000 contact center leaders in the US, UK and Australia from Censuswide.

Contact Center 59

Contact Center Survey Healthcare Insurance 59

ClearAction

SEPTEMBER 22, 2022

CX Annuities Solve CX ROI & Tenure Dilemmas Lynn Hunsaker. Even so, experience managers grapple with demonstrating ROI. The secret to the ROI and tenure dilemmas (and much more!) Lost ROI on customer acquisition cost. For example, the contact center is asked to shift from a cost center to a profit center.

ROI 62

ROI Sports Loyalty Programs Touchpoint 62

eGain Blogs

FEBRUARY 27, 2018

Sorry, no such thing for AI in the Contact Center this time around. eGain has many killer use-cases and real-world success stories for Contact Center AI from its blue-chip clients. Here are some eye-popping ROI examples from these clients: Telco. 23% improvement in FCR (First-Contact Resolution).

Contact Center 63

Contact Center Net Promoter Score Average Handle Time ROI 63

InMoment XI

DECEMBER 22, 2022

In this stage, you have the opportunity to set up a strong foundation for your program; a strategy that aligns with the overall business values, financial objectives, and brand promises. Check out some more ideas on identifying and executing ROI opportunities in this Solve for X video. Step #1: Design Your Program.

Voice of Customer 558

Voice of Customer Examples Strategy Net Promoter Score 558

Interactions

JUNE 13, 2019

However, with the right technology, ROI and cost efficiencies can be just as transformational as an IVAs impact on customer care. What does it mean for a contact center to be efficient? times greater annual improvement in first contact resolution rates and 2.4 Increased Operational Efficiency with IVAs.

ROI 63

ROI Contact Center Chatbots Survey 63

NICE inContact

MAY 10, 2019

Chief financial officers (CFOs) are notoriously tough customers when it comes to approving expenditures for new initiatives. They expect to see a solid business case with a strong, defensible return on investment (ROI). million contacts annually. million contacts annually.

Automotive 149

Automotive Contact Center Return on Investment ROI 149

Lumoa

JUNE 23, 2021

In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers. According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

NobelBiz

APRIL 30, 2024

Challenges and Considerations regarding implementation So what are some challenges contact centers may have in implementing AI? Addressing Privacy and Security Concerns Privacy and security are crucial when handling customer data in AI-enhanced call centers.

Call Center 105

Call Center Contact Center Chatbots Virtual Agent 105

NobelBiz

APRIL 30, 2024

Challenges and Considerations regarding implementation So what are some challenges contact centers may have in implementing AI? Addressing Privacy and Security Concerns Privacy and security are crucial when handling customer data in AI-enhanced call centers.

Call Center 104

Call Center Contact Center Chatbots Virtual Agent 104

eGain Blogs

FEBRUARY 27, 2018

Sorry, no such thing for AI in the Contact Center this time around. eGain has many killer use-cases and real-world success stories for Contact Center AI from its blue-chip clients. Here are some eye-popping ROI examples from these clients: Telco. 23% improvement in FCR (First-Contact Resolution).

Contact Center 45

Contact Center Net Promoter Score Average Handle Time ROI 45

Verint

OCTOBER 23, 2017

The intelligence created through customer engagement and customer experience initiatives can facilitate quick, informed decision making, drive positive customer and business outcomes, empower and engage employees—and drive meaningful ROI. While the HBR ROI tools cost $29.95, they are well worth the investment.

ROI 51

ROI Customer Engagement Engagement Banking 51

Confirmit

FEBRUARY 20, 2017

As the face of your company, the contact center represents an exceptional opportunity to capture the Voice of the Customer and drive improvements that hit the bottom line. The answer lies in making a clear, financial business argument to your C-suite and ensuring you have a well-defined set of performance objectives.

Contact Center 40

Contact Center Customer Experience ROI Customer Care 40

eGain Blogs

FEBRUARY 27, 2018

Sorry, no such thing for AI in the Contact Center this time around. eGain has many killer use-cases and real-world success stories for Contact Center AI from its blue-chip clients. Here are some eye-popping ROI examples from these clients: Telco. 23% improvement in FCR (First-Contact Resolution).

Contact Center 40

Contact Center Net Promoter Score Average Handle Time ROI 40

ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. But the greatest financial upside lies in capturing in-passing comments during post-purchase touch-points and using them to proactively drive expanded purchases. 4 Steps to Customer Experience ROI. Customer Experience ROI Opportunities in B2B Touchpoints.

Touchpoint 59

Touchpoint ROI B2B Customer Experience 59

West Monroe

MAY 31, 2019

We’ve seen interest from our financial services clients in these types of use cases, where progressive firms are making investments in automation technologies like Machine Learning and RPA. I’ll highlight several use cases in the financial services industry that can improve the customer experience, drive productivity, or reduce costs.

Banking 40

Banking Financial Self Service Chatbots 40

NICE inContact

JULY 12, 2016

It is a necessity that gives the contact center the flexibility, agility, and power required to optimize agent performance while responding to customer needs quickly and effectively. Provide clear examples of how these benefits translate into financial value. It will be flexible, adaptable, scalable and efficient.

Data 120

Data Contact Center First Call Resolution Return on Investment 120

NICE inContact

DECEMBER 3, 2019

How do you tie it to financial gains or operational improvements to get a proven ROI? You need to invest in digital channels in order to keep pace with the way your customers are communicating today. But, how do you justify the investment other than to say that you know that is what your customers prefer?

ROI 156

ROI Financial Communication Customers 156

Integrity Solutions

NOVEMBER 29, 2022

Here’s the cold hard truth about sales training ROI: While companies around the world continue to invest billions in sales enablement initiatives every year, most of these organizations cannot trace any tangible improvements in the key metrics that matter to their investment in those initiatives. How to Determine Sales Training Metrics.

Training 87

Training Metrics Sales ROI 87

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. There are two further benefits that also have a financial impact on company performance: 1. Greater efficiency Minimizing unnecessary customer contact to queries has two impacts. Published on: June 24, 2016. more than others, and video subscribers by 13.9%

ROI 50

ROI Self Service Customer Experience Airlines 50

BlueOcean

MARCH 30, 2018

Michael’s Hospital in Toronto, Ontario, we discussed how securing long-term partnerships with service suppliers like outsourced contact centers can impact your overall business objectives. We can’t take an RFP template that was written for manufacturing and use it verbatim for sourcing a contact center.

Contact Center 184

Contact Center Customer Journeys Hospitality Culture 184

TechSee

DECEMBER 2, 2020

Myth #3 : Remote visual assistance is a luxury that shouldn’t be considered during a financial crisis. Selecting the right solution that drives greater adoption among your agents, technicians, and customers will result in a higher ROI. Myth #5: Remote visual assistance is used mostly by contact centers.

Net Promoter Score 109

Net Promoter Score Self Service Average Handle Time Contact Center 109

Horizon CX

JUNE 10, 2022

A program with a goal such as that can only last so long until the question of return on investment (ROI) arises and it can be proven that a higher NPS score has a direct correlation to improved business outcomes. Where score-chasing becomes the primary objective of CX, programs like those tend to end abruptly or slowly disappear.

Customer Journeys 130

Customer Journeys System Net Promoter Score NPS 130

Think Customers

MAY 26, 2022

For instance, by providing faster, more accurate reporting and analysis, a BI tool could identify bottlenecks in a contact center and help refine operational processes to improve customer support. For instance, staffing contact centers with the right number of associates is difficult, especially during dynamic markets.

Analytics 52

Analytics Contact Center Insurance Data 52

BlueOcean

APRIL 18, 2017

To explore how sourcing professionals approach the challenge of securing long-term partnerships with service suppliers like outsourced contact centers, we recently sat down with Peter Longo, Director of Strategic Sourcing and Logistics at St. Successful Procurement Planning in the Contact Center.

Contact Center 180

Contact Center Customer Journeys Hospitality Culture 180

Kerry Bodine

JUNE 5, 2019

Here’s how’d I suggest approaching this from a process perspective: Use your organization’s existing data (customer feedback, operational data, and financial data) to steer you to problem areas in the customer experience and help you determine the journeys you should map. is the bridge between customer feedback and financials.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

TechSee

JANUARY 2, 2018

A remote visual communication platform enables customers to transmit images and videos of their claims to contact center agents for immediate incident assessment. Implementing a video solution that enables visual insurance claims has emerged as one solution that can disrupt the way insurance claims are processed and resolved.

Insurance 116

Insurance Telecommunications Contact Center Video 116

inmoment

AUGUST 10, 2020

Now comes the hard part: proving results and justifying ROI. Luckily, there are several tried-and-true metrics that practitioners can track to justify ROI, and we’re going to hit them all right now: Customer Acquisition Growth. Learn more about B2B experience programs, proving ROI, and creating continued success here.

B2B 52

B2B Measurement ROI Customer Retention 52

Kerry Bodine

JUNE 5, 2019

Here’s how’d I suggest approaching this from a process perspective: Use your organization’s existing data (customer feedback, operational data, and financial data) to steer you to problem areas in the customer experience and help you determine the journeys you should map. is the bridge between customer feedback and financials.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

Here’s how’d I suggest approaching this from a process perspective: Use your organization’s existing data (customer feedback, operational data, and financial data) to steer you to problem areas in the customer experience and help you determine the journeys you should map. is the bridge between customer feedback and financials.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

NobelBiz

MARCH 23, 2022

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. Actually, no, it’s not that simple!

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52

Upstream Works

SEPTEMBER 24, 2019

It can also take the form of real-time contact center data like queue information, agent state, interactions in progress, and SLA adherence. Other relevant data can come from traditional sources like product transactions, financial records, and customer satisfaction surveys.

Customer Engagement 60

Customer Engagement Engagement Contact Center Social Media 60

Horizon CX

MARCH 19, 2022

It found that only 10% of businesses see significant financial returns on their AI investments. Small wonder then that the ROI of AI is only being reported by 10% of businesses. So, what exactly is AI and how are organizations applying it, and most importantly, how does it either enrich or diminish the Customer Experience?

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

Playvox

JUNE 6, 2023

As “do more with less” becomes a familiar mantra, contact center leaders are challenged to convince C-suite executives, and especially chief financial officers (CFOs), that not only is it mission critical to deliver outstanding customer experiences (CX) , but that it’s also an opportune time to invest in workforce management (WFM) software.

Contact Center 66

Contact Center Return on Investment Tips ROI 66

Think Customers

JUNE 1, 2021

Industries that can particularly benefit from automation run the gamut: retail, healthcare, automotive, government, communications, travel and hospitality, financial services, and insurance. Contact Center Automation = Good, Fast AND Valuable : Automation is a natural fit in the contact center and across the customer experience.

Contact Center 52

Contact Center Automotive Hospitality Healthcare 52