Cost Per Experience (CPE)
Definition: Cost Per Experience (CPE) measures the average cost associated with delivering a single customer experience or interaction within a contact center. It includes all costs related to providing and managing the customer experience.
Components of CPE:
- Direct Costs: Includes expenses directly associated with the interaction, such as agent time, technology usage, and communication expenses.
- Indirect Costs: Encompasses overhead costs like administrative expenses, infrastructure, and support services that contribute to the overall experience delivery.
- Formula: CPE is calculated by dividing the total costs incurred to deliver customer experiences by the total number of experiences or interactions during a given period.
Significance of CPE:
- Cost Management: CPE provides a comprehensive view of the costs associated with each customer experience, aiding in effective cost management and budgeting.
- Quality Assessment: Monitoring CPE helps in assessing the relationship between cost and quality of the customer experience, guiding improvements in service delivery.
- Strategic Decision-Making: By analyzing CPE, contact centers can identify cost-saving opportunities, evaluate the effectiveness of experience strategies, and make data-driven decisions to enhance overall performance.
Other Terms:
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