How do you calculate what repeat contact costs your customer service annually?
Repeat contact easily costs medium-sized service organizations tens of thousands of euros per year. Discover how to calculate it.
When is it cheaper to automate a customer query than to handle it manually?
When does automation really pay off? Calculate the break-even point for your customer queries and discover which query types yield the most.
What influence does waiting time have on the total costs of customer contact?
Long waiting times cost more than you think. Discover the hidden impact on your contact center budget.
Which costs should you include in the TCO of contact center software?
TCO of contact center software includes much more than license costs. Discover all hidden cost items.
How do integration and maintenance costs affect the total price of contact center software?
Hidden costs of contact center software can add up quickly. Discover what integrations and maintenance actually cost.
How do you substantiate an investment proposal for customer contact when reliable savings figures are missing?
Substantiating an investment proposal for customer contact without data? Discover how hidden costs and scenarios convince.
A job opening doesn’t fill the gap
When the customer service department gets too busy, the first instinct is almost always the same. A job opening is posted, someone is hired, and six months later, the queue is full again. This happens so often that it’s worth taking a closer look to see where the problem actually lies. Anyone who works in […]
What happens to the payback period if fewer customer queries are automated than expected?
Payback period longer than expected? Discover how a disappointing automation rate affects your business case.
Why does a customer inquiry via email sometimes cost more than via phone?
Email handling often costs organizations more than phone. Discover the hidden time costs and how to address them.
What is the cost of customer queries that are transferred multiple times?
Transferring calls costs more than you think. Discover the hidden costs and how to reduce them structurally.