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How to Measure and Communicate Contact Center ROI

By Erica Marois | Published: August 25, 2016 | Comments

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.

Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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