What is Cost Per Experience (CPE)?
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 is because fixed customer service costs such as labor and technology remain constant, while the number of customers acquired as a result of positive interactions goes up. Based on the CPE curve, you can better manage your customer experience in relation to contact center productivity.
How NICE is Redefining Customer Experience
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