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