Best Practice Report

Five Methods For Measuring Call Deflection From Experiences That Begin With Digital

How To Prove The ROI Of Your Digital Service Channel Investments

March 5th, 2018
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
Art Schoeller, null
Art Schoeller
With contributors:
Daniel Hong , Sarah Dawson , Peter Harrison

Summary

Application development and delivery (AD&D) professionals supporting contact centers must rein in costs without negatively impacting customer experience. They have heavily bet on lower-cost digital channels to help achieve those goals. But proving that customers have successful digital customer service interactions without falling back to more expensive channels like the phone can be a significant challenge. This report provides AD&D pros with the tools to prove the ROI for those digital investments.

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