Use Cases

Achieve Significant Savings By Solving Your Biggest Challenges

In under 12 months, WiserOwl clients:
— increased productivity 40%
— decreased turnover 50%
— with 96% CSAT

WiserOwl is proven to provide value across all organizational levels from C-suite to agent. Key personas we commonly engage with include:

Leadership

“Leadership needed a path forward. We have to understand the financial cost of getting work done if we’re going to achieve any revenue increase and cost reductions.”
— Chief Information Officer

For senior leadership, seeing the economics of CX is critical to financial efficiency.

Cost Efficiency
Seeing the economics of CX improves financial efficiency by:

  • Avoiding cuts that hurt CSAT, compliance, and service levels. Before making any budgetary or staffing decisions, how much of the money paid to agents makes it to the point of customer engagement by channel, team and agent?

  • Gaining near real-time focus on the amount of money invested across channels, teams and technologies that makes it to your customers. Of your total budget for a given period, what percentage of that money contributed to CSAT and/or NPS by channel, team, and technology? What happened with the money that didn't make it?

  • Measuring how cost efficiently customer value is generated. What did it cost to generate every $1.00 of customer value? Are we spending more or less than the value we create?

WiserOwl customers have improved financial efficiency from $1.63 per $1.00 of CX value to $0.43, with 70% of the money they spend going to live customer engagement.
ROI
Seeing the economics of CX gives leadership a manageable view of customer service ROI:

  • Continuously measuring the financial value being generated. What is my engagement ROI, and what operational factors are contributing to fluctuations over time? How can I even out peaks and valleys?

  • Helping align the cost of CX with the financial value of the customer. How can we align CX around matching a customer journey to their financial value to the business?

  • Rationalizing budgets. How can we prove the value we are generating for the money we are spending, and that we are highly efficient with the resources we have?

WiserOwl customers realize performance gains far beyond what traditional metric can do.
Technology Stack Optimization
For the CIO, seeing the economics of CX improves technology stack spending by:

  • Measuring the specific dollar value of work done through technology. For the $1 million spent on our CRM system, how much did our wrap-up spending improve in the accounts receivable queue?

  • Prioritizing based on a continuously manageable ROI. How do manage handle time cost reduction as a result of our planned $2 million in AI investments?

  • Realizing the full potential and value of the existing technology portfolio. By how much will spending on account change calls change month to month with new web self-help?

WiserOwl customers have seen up to a 500% ROI on technology optimizations.

Management

“Gone are the days of solely relying on traditional contact center measures and KPI’s. We now have direct visibility to performance, its cost, and the cost of work done.”
— Contact Center Leader

For contact center leaders and managers, seeing the economics of CX improves leadership relations.

Budget

Seeing the economics of CX improves budgetary performance by:

    • Measuring the financial impact of work that traditional metrics can't see. How much money was spent by the contact center to support the latest launch by channel, teams, and agent? Which parts of the contact center saw performance changes because the launch?

 

    • Comparing financial efficiency in near real-time by channel and team. Which teams are top and bottom performers based on financial ROI by channel this week, and why?

 

    • Course correcting performance based on near real-time financial efficiency combined with existing metrics.  Is the $50,000 change in the IVR generating the promised $200,000 in savings — are the savings happening in the target queues as expected in the promised break even time?

 

WiserOwl customers have reduced unreported time 95% and prioritized new technology deployment based on customer ROI, sustaining 96% CSAT.

Operational Efficiency

Seeing the economics of CX elevates existing contact center metrics to the next level by:

    • Rationalizing outcomes based on financial efficiency. Occupancy is at 80%, but what does that equal in dollars spent on talk time for each of our top 5 queues? Furthermore, contact center A is double the size of contact center B, and agents are paid differently. How financially efficient are we, and what financially fact-based opportunities do we have to improve? 

 

    • Prioritizing improvements based on their financial gain. We can reduce wrap-up times 10 seconds on accounts receivable calls using AI, and 5 seconds on inbound. How much money are each of those worth, and what's the ROI based on the cost and time frame of their solutions?

 

    • Taking on more work for the business. How much ready-time spending can be used to take on new back-office tasks?

 

WiserOwl customers have reduced spending up to 30% while handling the same volume of business.

Empowerment

Seeing the economics of CX empowers your entire workforce by:

    • Measuring staff performance with a single financial ROI metric that is equal for everyone from agent to C-suite. Does every agent (and manager) everywhere understand their primary goal is to spend 65% of the time and money under their control engaged with customers?

 

    • Valuing employee commitment equally regardless of pay, location, tenure, experience, or workload. Do our agents understand this measure is the same across all contact centers worldwide regardless of handle times, contacts taken, experience, or pay?

 

    • Improving performance evaluations. How can I gain a clear and unbiased view of performance? For example, it looks good if an agent has a 90% CSAT, but if they are only putting 20% of their money toward customer engagement, then the company is losing money and productivity.

 

WiserOwl customers have sustained 96% CSAT and reduced turnover 50%.

Employee Churn

Seeing the economics of CX reduces turnover by:

    • Valuing agent performance equally and in a way everyone can understand and achieve. Are we losing agents that generate an ROI higher than the agents we are retaining?

 

    • Eliminating agent frustration caused by performance metrics they cannot control. How can we eliminate subjective elements from our evaluations?

 

    • Evaluating manager and agent performance equally. How can we equally evaluate our agents everywhere regardless of differences?

 

In less than 12 months, WiserOwl customers reduced turnover up to 50%.

Supervisor

“I can easily compare team members to identify performance trends and outliers in a way that values everyone equally.”
— Contact Center Supervisor

For supervisors and agents, seeing the economics of CX provides the opportunity to manage better.

Team Performance

Seeing the economics of CX strengthens team performance by:

    • Valuing agent performance equally in a way everyone can understand, trust, and achieve. Are each of my agents putting at least 70% of their pay toward customer engagement?

 

    • Removing luck from performance evaluations. How many measures do we use today that introduce guesswork or some degree of luck to achieve?

 

    • Eliminating uncontrollable false positives and negatives. How can I evaluate performance fairly when all costs are lumped together?

 

In less than 12 months, WiserOwl customers were able to increase productivity 40% and reduce turnover 50%.

Engagement (+ SLA's)
Seeing the economics of CX improves engagement by:

  • Prioritizing customer commitment. How can I confirm to management that my team is 100% productive?

  • Focusing on process and procedure vs. micro-managing. How can I instantly know who is working hard or hardly working, and where, so that I can focus on helping them improve?

  • Providing agents the power to earn reward and recognition without needing to "get lucky" with metrics. How can I give all my agents a transparent, level playing field for everyone to demonstrate their commitment?

In less than 12 months, WiserOwl customers were able to increase engagement by 40%.
Cost Containment

Seeing the economics of CX helps supervisors contain costs by:

    • Becoming more proactive. How much can performance improve if my managers spend more time helping agents succeed, and less time micromanaging their every move?

 

    • Reducing Overtime. How can I instantly confirm agents are fully productive and engaged, before offering OT?

 

    • Sustaining productivity. What metric will enable managers to sustain performance, regardless of contact volume mix, handle times, or experience?

 

WiserOwl customers have reduced overtime spending 80% and increased productivity 40%.

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