Cost Per Experience (CPE)

4 Ways To Improve Customer Experience in Your Call Center - What is cost per experience?

The cost per experience curve in the contact center refers to the cost of each customer interaction. Cost per experience calculations assume that the more consistent, personalized, and satisfactory your customer experience is, the less each interaction will cost. 

This happens because fixed customer service costs such as labor and technology remain constant while the number of customers you acquire as a result of positive interactions goes up. You can calculate this based on the CPE curve so that you can better manage your customer experience in relation to contact center productivity.


More Cost Per Experience Resources:

Call & Contact Center Omnichannel Customer Experience Platform

Leverage AI, virtual agents, and automated workflows to drive down costs, enable customer self-service, and improve agent productivity, without increasing headcount.

Great Customer Experience/Smooth Agent Experience

There’s a cyclical relationship between agent experience and customer experience because the customer service journey begins behind the scenes. Here are 13 stats that prove investing in your agent experience will pay huge dividends toward your customers. 

Inbound Customer Service Best Practices

Using a data-driven approach to develop your CX best practices ensures you’re both being practical and working from the customer’s biggest needs as you craft your support strategy. 

Customer Experience Management Is Key in Contact Centers

Statistics prove this. Customer-centric companies are 60% more profitable than companies that don’t prioritize cost-per-experience and customer experience management. Customer experience management is most effective with ample customer data. Customer data shapes CXM strategy. It’s critical in developing the best possible customer experience.

Keep Up-To-Date on the Latest Contact Center News

Subscribe to our newsletter and stay current on all the latest technological advances in the contact center space.

About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.