New Interactions Index Calculator Produces Instant Results
As you may have heard, Glia recently introduced the Unified Interactions Index. This first-of-its-kind benchmarking tool lets you score yourself against other banks, credit unions, and insurance companies based on how well you create value with your customer or member interactions. It has been created specifically for leaders of contact centers, digital teams, customer service operations, as well as executives in CX and marketing.
Value is defined as the composite of the 3 categories of Efficiency, Effectiveness, and Experience, with a total score from 0-100 based on results from 3+ billion customer interactions powered by Glia. Now, it’s easier than ever to rank yourself in a true apples-to-apples comparison.
Self-Evaluation: Now Easier Than Ever
The new self-guided Interactions Index Calculator is just a click away, and there is no charge to participate. Here are 3 ways we’ve made it virtually effortless for you and your organization to see where you stand:
- The tool guides you every step of the way
You’ll be measured against 14 different metrics and guided through the data points you will need to input for each category. If you don’t have data for some of them, you’ll be advised how to guesstimate your results for those. You may even become aware of things you could easily be measuring (but aren’t right now) that will prove to be immediately beneficial.
- No one sees your results, unless you choose to share them
Some organizations have used the Index as a team workshop or part of a regular weekly meeting. It only takes about 15-20 minutes to do (once you have your data points on hand) and can be part of a fun and interesting team discussion. You can also do it with just 1-2 other leaders, or even by yourself. It’s your choice about who participates and with whom the results are shared.
- Instant suggestions for immediate improvements
Not only will you discover whether your organization is a Frontrunner, a Pacer, or a Straggler, you’ll be provided with proven solutions for improvement in each of the 3 categories of value. These tips and strategies come from the best-practice results of other organizations just like yours, and many can be implemented with minimal effort.
The Priceless Value of Knowing Value
Nothing is more important than the value you’re creating with the tens of thousands of interactions you’re doing with your customers and members. Critical outcomes like new customer acquisition, cost savings, customer loyalty, lifetime value, and increased AUM are directly related to the value of customer interactions.
With the advent of ChannelLessⓇ technology and Unified Interaction Management it’s easier than ever to create greater value, and now with the Interactions Index Calculator, it’s never been more effortless to know where you stand.
Be sure to check out the report as well, for more valuable insights into the effectiveness of our Unified Interactions Index.
