4
Contact center experience
Contact Center
Self-service options, other channels
Growth/acquisition
Service/Retention
Member experience is about striking the right balance
Members’ expectations
-$
-$$
Economic value is lostWhen experience fails to
meet expectations resulting in lower member
satisfaction and loyalty.
Economic value is lostWhen experience significantly
exceeds expectations, resulting in higher than
necessary operating costs.
Economic value is maximized when member expectations and
experience are in alignment.
Source: “How much is customer experience worth?” KPMG. 2018.
Contact Center Role
Agents’ Experience
Members’ Experience
Future Trends Metrics
Categories
