Tuesday, May 13, 2014

Virtual Agent Tips and Tricks: How to Measure the ROI of a Virtual Agent

As a leader in the Virtual Agent space, our customers look to us for best practices. In the presentation below, there are a list of best practices for measuring the ROI of a Virtual Agent. Here is an example of one from within the presentation..
  1. The Delta Approach- this approach has you measure the number of contacts, including calls, emails, live chat, and more, before AND after the implementation of the Virtual Agent to get the ROI.
  • Pros: It is easy to measure
  • Cons: It can only be done once, and it does not take into account the growth of the business

Those are just a few of the ways to measure the ROI of a Virtual Agent, but they are not the only methods. It is important to ask yourself what you are trying to measure and what information will best compliment your company’s needs. noHold is extremely flexible when it comes to computing ROI to be most beneficial to your brand. 

“Typical ROI is achieved with resolution rates of 10% or less.” How does your company measure ROI?