VocalCom

FEBRUARY 5, 2018

Indeed, many of the customer service scandals that have occurred recently have been due to companies withholding information or failing to show empathy for customers. For example, Apple customers expressed outrage over the company’s admission that old phones were being slowed down deliberately. Convenience.

Contact center software 96

Contact center software Airlines Customer centricity Customer emotions 96

NICE inContact

AUGUST 9, 2018

Customer Effort Score (CES). Customer Effort Score or CES is a metric that scores the level of difficulty customers experience when using your product or service. Unlike CSAT, CES is focused on individual interactions with your customers, rather than overall sentiment for your brand.

Metrics 49

Metrics Airlines Customer Service Contact Center 49

NICE inContact

AUGUST 9, 2018

Customer Effort Score (CES). Customer Effort Score or CES is a metric that scores the level of difficulty customers experience when using your product or service. Unlike CSAT, CES is focused on individual interactions with your customers, rather than overall sentiment for your brand.

Metrics 49

Metrics Airlines Customer Service Contact Center 49

NICE inContact

AUGUST 9, 2018

CSAT surveys are generally sent after a customer service interaction like a ticket, phone call, or live chat. What is Customer Effort Score (CES)? Customer Effort Score or CES is a metric that scores the level of difficulty customers experience when using your product or service (you can find a CES starter kit here ).

Metrics 48

Metrics Customer Service Airlines Contact Center 48