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

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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