Forrester Report: ROI of Guided CX
Glance 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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What our customers are saying
At Glance, we understand the importance of providing an exceptional customer experience. Our customers are fantastic—and they think we’re fantastic too.