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How to Run CX Programs That Generate Significant ROI


Presented By: CallMiner

July 13, 1:00pm Eastern

Presented by CallMiner


About the Webcast

Learn how Customer Experience (CX) can generate a return on investment by looking at examples of how real companies have found ROI on their CX investment. 

Join Martha Brooke, Founder of Interaction Metrics, and learn how to find ROI for your customer feedback and customer service programs. The usual approaches fall short, customer feedback is managed with generic metrics like NPS and CSAT, and customer service is evaluated along the lines of Average Hold Time and Abandonment Rate. For provable ROI, your approach needs to get more specific—customer feedback should deliver actionable to-dos that drive growth, and customer service evaluations should pinpoint exactly what representatives ARE saying—and what they SHOULD say to improve your KPIs.

Attendees to this informative webinar will learn:

  • Why companies often struggle to get ROI on customer feedback & customer service
  • A better approach to customer feedback, one that prioritizes actionability and drives ROI
  • A way to manage customer service that has clear, calculable returns

    About the Presenters

    Brian LaRoche, Director, Account Based Marketing, CallMiner

    Brian LaRoche is responsible for direct and channel outbound marketing programs for CallMiner.  In addition to his marketing responsibilities he is the host and moderator of CallMiner’s popular Monthly Education Webinar series. LaRoche, a call center industry veteran, is a frequent guest speaker, panelist and guest columnist on a number of technical, collections, sales, customer service and leadership topics related to the analytics field.