CX Strategy Masterclass 2

Save costs and drive business growth through CX strategy optimization

TALKDESK CX STRATEGY MASTERCLASS SERIES

In this masterclass, we discussed how to define, measure, and execute a CX strategy that delivers optimal outcomes based on your business needs.

As we face shifting global economic conditions, organizations are seeking ways to extend existing investments while saving costs, all without disrupting the ability to deliver an exceptional customer experience (CX). These types of optimisations require visibility into the performance of your technology, and its impact on your business. To get the insights needed to make smarter decisions, it’s important to: 1. Understand your CX goals. 2. Identify the opportunities and challenges in your contact center and the impact on the entire business. 3. Discern the speed and direction that you are going when it comes to CX transformation. 4. Apply technology solutions in the right order and scale to drive objectives.

Key takeaways.

What else did we discuss during the masterclass?

Contact centers are turning to AI to help save costs and improve CX.

The average cost of every automated interaction.

Watch the masterclass.

AI for intelligent recommendations

Real-time error detection

Data analysis for insights

Speech analytics

Cost savings by the numbers.

The future of AI in the contact center

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Last Name

Work Email

Company Name

Phone Number

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Optimize your contact center. Increase your cost savings.

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Additional resources.

Cloud contact center buyer’s kit

KIT

2022 Gartner® Magic Quadrant™ for CCaaS

REPORT

CX Strategy Value Framework

DATASHEET

• 59% of customers will walk away after several bad experiences, 17% after just one bad experience. (Source: PWC) • AI-powered agent assistance is expected to boost productivity by 25% in the U.S. alone by 2040. (Source: Accenture) • 79% of CX professionals believe AI will provide more tools to human agents, versus replacing them. (Source: Talkdesk Research)

$0.25

Operational cost savings achieved by using a chatbot

Cost range for every live interaction with an agent

While benefits of AI often remain elusive, today’s AI solutions can be implemented with little to no coding at all, helping businesses operationalize AI and to quickly realize the associated business benefits.

"Many organizations are challenged by agent staff shortages and the need to curtail labor expenses, which can represent up to 95% of contact center costs. Conversational AI makes agents more efficient and effective, while also improving the customer experience. By 2026, conversational artificial intelligence (AI) deployments within contact centers will reduce agent labor costs by $80 billion. ...[O]ne in 10 agent interactions will be automated by 2026, an increase from an estimated 1.6% of interactions today that are automated using AI."

- Gartner

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Leverage AI to increase automation and self-service.

AI FOR CUSTOMER SELF-SERVICE

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Engage with customers on their channel of choice.

OMNICHANNEL AGENT EXPERIENCE

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Address skill and knowledge gaps with quality management.

COACHING & PERFORMANCE DEVELOPMENT

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See what you can do with Talkdesk through one of our interactive demos.

The true cost of turnover and understaffing in the contact center.

• • • •

Reducing turnover with a better agent experience

The true cost of turnover and understaffing in the contact center.

Reducing turnover with a better agent experience

(Source: Harvard Business Review)

up to

(Source: Chatbots Life)

$13

(Source: Harvard Business Review)

Operational cost savings achieved by using a chatbot

$0.25

The average cost of every automated interaction.

The ultimate AI playbook for contact centers

PLAYBOOK

The future of AI 2022: Progressing AI maturity in the contact center

REPORT

A quick guide to Talkdesk AI

GUIDE

Additional resources.

During this masterclass, we discussed how to adopt, operationalize, and drive value from AI through proven use cases that involve low-effort implementation and result in an immediate impact on cost savings and customer experience.

Unleash the power of AI in your contact center to save costs and improve CX

TALKDESK CX STRATEGY MASTERCLASS SERIES

First Name

Last Name

Work Email

Company Name

Phone Number

The future of AI in the contact center

Download report.

The future of AI in the contact center

Download report.

REQUEST A CUSTOM DEMO

Key findings.

For contact centers, implementing AI has the dual benefit of significantly reducing costs per contact while at the same time improving the customer experience by reducing the effort customers need to get their inquiries resolved. More specifically, AI can be leveraged to: • Increase both voice and digital self-service automation of the more common use cases and inquiries • Assist agents with targeted responses to customer inquiries as well as next best actions to help resolve customers inquiries quicker • Provide real-time and detailed analytics to gain valuable insights into agent performance and customer satisfaction, providing opportunities for improvement across the entire contact center • Empower agents, supervisors and other SMEs to train AI models in real time for better accuracy using human-in-the-loop technologies

Want to better leverage AI? Request a demo.

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Maximize your contact center performance with employee engagement

EBOOK

Making hybrid work: Solutions for establishing a flexible workplace

REPORT

How contact center technology affects the employee experience

EBOOK

Additional resources.

Interested in more masterclasses like this one? Register for the full series.

Even with reductions being made to budgets and continued labor shortages, contact centers must remain focused on delivering exceptional CX. See how our solutions can save you money and improve CX with the Cost Savings Calculator.

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Define your CX strategy. 5:12

Project your return on investment. 19:24

Realize value with Talkdesk. 26:41

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Companies want to improve their CX strategy and are taking steps to get there, but continue to fall short because they lack a partner with the expertise to lead and support them in their transformation journey. Talkdesk CX Strategy partners with organizations to create a business case—completed with investment analysis and roadmap recommendations—tailored to their specific CX transformation needs and desired business outcomes.

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Define your CX strategy. 0:05

Increase agent efficiency with Talkdesk Agent Assist™ and Virtual Agent

Reduce support costs with Talkdesk Studio™, Virtual Agent™ and CRM integration

Reduce authentication, after-call work, and talk time with Talkdesk Agent Workspace™ and CRM integration

Optimize customer interactions with Talkdesk Digital Engagement™

Increase CSAT and NPS with Talkdesk CX Cloud™

typical talkdesk benefit

CONTACT center KPI + talkdesk solution

5 Increased service automations

4 Increased self-service rates

3 Streamlined call handling

2 Reduced interaction costs

1 Increased customer lifetime value

Business outcome

revenue increase

more deflection

reduction in AHT

call deflection

less agent toll

Flexibility/adaptability to change

Ability to interpret/ analyze data generated by AI tools

3 Ability to evaluate the performance/ effectiveness of AI tools

2 Problem solving

1 Ability to work with AI functions

Projected Growth in 2025 Importance vs. 2021

2025

5 Speed

4 Flexibility/adaptability to change

3 Knowledge of products/services

2 Positive attitude

1 Problem solving

2021