Benefits
Typical SLAS
SERVICE LEVEL
ABANDON RATE
FCR
COST TO SERVE
CSAT / CES
Detailed exploration to determine where improvement opportunities exist
Partner with YOU to make recommendations and quantify improvements
Leverage VOC for support
Up to 25% reduction in time to proficiency
Up to 10% reduction in AHT
Up to 10% improvement in Customer Effort Score
LINKEO | MAKING GREAT EXPERIENCES HAPPEN
Operating Model + CX Insights + Technology = Accelerated Outcomes
Operating Model
Recruiting
Onboarding
Training
WFM
Tools & Technology
Performance Management
+
Customer Experience Insights
Eliminate Calls
Reduce Effort
Drive Revenue
Improve Satisfaction
Reduce Waste
Accelerate Loyalty/Advocacy
=
Innovative Technology
Unified Agent Desktop
Omnichannel Technology
Improved Self Service
Digital Engagement
Customer Interaction Hub
Knowledge Management
The payoff is significant
ELIMINATE
calls
By identifying opportunities to automate proactive communication to targeted customers, we
reduce call volume
REDUCE
effort
By isolating and correcting agent-controllable root-causes that drive avoidable repeat calls, we
improve FCR
DRIVE
revenue
By identifying specific agent behaviors that are linked to higher conversion rates, we
increase the average revenue per call
IMPROVE
satisfaction
Linkeo’s unique approach to performance optimization
improves CSAT
REDUCE
waste
By designing a new call flow for high-volume password reset contacts to
reduce AHT
ACCELERATE
loyalty
Through ongoing root-cause analysis to optimize the call experience and drive
NPS improvement