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.
1
in
The average cost of every automated interaction.
Watch the masterclass.
AI for intelligent recommendations
25
%
Real-time error detection
24
%
Data analysis for insights
23
%
Speech analytics
23
%
Cost savings by the numbers.
The future of AI in the contact center
First Name
Last Name
Work Email
Company Name
Phone Number
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Optimize your contact center. Increase your cost savings.
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Jump to a specific topic within the masterclass:
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Additional resources.
Cloud contact center
buyer’s kit
KIT
READ MORE >
2022 Gartner® Magic Quadrant™
for CCaaS
REPORT
READ MORE >
CX Strategy Value
Framework
DATASHEET
READ MORE >
• 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
45
%
to
30
%
Operational cost savings achieved by using a chatbot
Cost range for every live interaction with an agent
$7
-
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.
1
The true cost of turnover and understaffing in the contact center.
•
•
•
•
2
Reducing turnover with a better agent experience
1
The true cost of turnover and understaffing in the contact center.
2
Reducing turnover with a better agent experience
(Source: Harvard Business Review)
up to
(Source: Chatbots Life)
$13
(Source: Harvard Business Review)
30
%
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
READ MORE >
The future of AI 2022: Progressing AI maturity in the contact center
REPORT
READ MORE >
A quick guide to Talkdesk AI
GUIDE
READ MORE >
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
READ MORE >
Making hybrid work: Solutions for establishing a flexible workplace
REPORT
READ MORE >
How contact center technology affects the employee experience
EBOOK
READ MORE >
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.
EXPLORE NOW
Define your CX
strategy.
5:12
1
Project your return on investment.
19:24
2
Realize value with Talkdesk.
26:41
3
Jump to a specific topic within the masterclass based on the timestamps noted below:
Ready to optimize your CX strategy with Talkdesk?
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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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.
Define your CX strategy.
0:05
1
Define your CX strategy.
0:05
1
10
%
Increase agent efficiency with Talkdesk Agent Assist™ and Virtual Agent
10
%
Reduce support costs with Talkdesk Studio™, Virtual Agent™
and CRM integration
15
%
Reduce authentication, after-call work, and talk time with Talkdesk Agent Workspace™ and CRM integration
15
%
Optimize customer interactions with Talkdesk Digital Engagement™
5
%
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
5
%
Flexibility/adaptability
to change
5
35
%
Ability to interpret/ analyze data generated by AI tools
4
63
%
3 Ability to evaluate
the performance/
effectiveness of AI tools
15
%
2 Problem solving
71
%
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