How to Measure and Communicate Contact Center ROI
Empowering contact center excellence for 30 years!

How to Measure and Communicate Contact Center ROI

Contact centers have the potential to create value on three distinct levels:

1: Efficiency

2: Customer Satisfaction and Loyalty

3: Strategic Value

During #ICMIchat this week we focused on the third level: Strategic Value. How can the contact center provide value and intelligence to the business as a whole? What's the best way to calculate the ROI of a contact center? Explore this recap for tips and best practices from customer service leaders.

How has your contact provided strategic value to the organization? Share your successes in the comments!

Join us next week (Tuesday, 1pm ET) for a chat about empowering customer service excellence. Just follow and use the hashtag (#ICMIchat) to participate.



Topics: Metrics, Strategy & Planning

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QuickPoll

How does your organization define a small contact center?

A standalone contact center with less than 50 agents
A standalone contact center with less than 75 agents
A standalone contact center with less than 100 agents
A specialty agent group of fewer than 50 agents within a larger center
A specialty agent group of fewer than 75 agents within a larger center
A specialty agent group of fewer than 100 agents within a larger center
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