Report: Forrester — The ROI of Glance
Glance Networks commissioned Forrester Consulting to conduct a Total Economic Impact™ study. Forrester conducted research to find the “total cost of ownership” of visual engagement technology based on KPIs from customers. Forrester interviewed several customers and examined the potential ROI enterprises may realize by deploying Glance Guided CX solutions.
Forrester determined that utilizing Glance results in shorter average handle time (AHT), higher first call resolution (FCR), and improved Customer Satisfaction (CSAT, NPS). Forrester found that companies appreciate within 6 months and a 3-year ROI of 396%.
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