The Northridge Group

MARCH 21, 2022

The study found that churn in the telecom industry is most often due to high customer effort and revealed that, of those who canceled contracts with their providers, 51% cited having to call more than once about the same issue as a reason.

Wireless 127

Wireless Contact Center Average Handle Time Analytics 127

CSM Magazine

JULY 2, 2024

Big Data = Big Opportunity. It’s Business AND it’s Personal First and foremost, data reigns supreme. As highlighted in the report, the past decade has seen organisations amassing vast amounts of ‘big data’ However, the real challenge lies in making this data accessible and actionable.

Big data 52

Big data Upselling Banking Customer effort 52

ProProfs Blog

DECEMBER 11, 2020

Understanding app-usage stats and reducing churn by directly addressing customer feedback. Customer Effort Score (CES). The CES or Customer Effort Score is one of the most reliable service quality metrics and was proposed in a post by the Harvard Business Review. Read Also: What Is a Good Customer Effort Score. #5.

Metrics 78

Metrics Customer Service Surveys Customer effort 78

NobelBiz

FEBRUARY 22, 2023

Contact center data plays a significant part in this growth, and the most successful firms make the most of this technology. As big Data for contact centers is bringing insights and business possibilities at every level of the organization if managed correctly.

Analytics 52

Analytics Call Center Big data Contact Center 52

Tethr

DECEMBER 7, 2020

Clearly, in the eyes of customers, there is a significant opportunity to improve the way that companies handle issue resolution. And it makes a ton of sense for companies to close the performance gap here: repeat contacts are, by far, the most insidious of all sources of customer effort. Step three: Analyze.

Coaching 72

Coaching Banking Customer effort Wireless 72

Horizon CX

AUGUST 9, 2018

It includes big data and historical data, letting you have a complete view of who your customers are and where they are in their customer journey. It is an important factor that must inform the employee response to any customer action or request. Context reduces your customers’ effort.

Customer Experience 40

Customer Experience Big data Upselling Metrics 40

Mindtouch

APRIL 2, 2018

Agile for support increases efficiency, reduces customer effort , and delivers more value to customers faster. Dr. Michael Wu gave an engaging presentation showing how data tells a story. Dr. Wu pointed out that big data alone doesn’t provide the necessary information for machine learning because not all data is relevant.

Customer effort 48

Customer effort Big data Self service Personalization 48

Tenfold - Contact Center Blog

JUNE 29, 2018

It includes big data and historical data, letting you have a complete view of who your customers are and where they are in their customer journey. It is an important factor that must inform employee response to any customer action or request. Context reduces your customers’ effort.

Customer Experience 48

Customer Experience Upselling Big data Metrics 48

CSM Magazine

JANUARY 12, 2021

Perhaps your objectives are more qualitative and based on measures of customer satisfaction, customer effort and customer lifetime value? Or are they purely operational, seeking to improve efficiency such as reduced average handling time (AHT), time to answer or to reduce call volumes in general?

Enterprise 52

Enterprise Automotive Average Handle Time Transportation 52

Tethr

MAY 22, 2019

Clearly, in the eyes of customers, there is a significant opportunity to improve the way that companies handle issue resolution. And it makes a ton of sense for companies to close the performance gap here: repeat contacts are, by far, the most insidious of all sources of customer effort.

Wireless 67

Wireless Coaching Banking Accountability 67

Clarabridge

MARCH 2, 2017

I am not thinking in terms of customer effort score or satisfaction. Dale is one of the top thought leaders in big data and analytics by Analytics Week, a contributor to business and technology publications including Wired and ClickZ and a Fellow of the Royal Society of Arts. I am not alone.

Benchmark 49

Benchmark Government Big data Analytics 49

Clarabridge

MARCH 2, 2017

I am not thinking in terms of customer effort score or satisfaction. Dale is one of the top thought leaders in big data and analytics by Analytics Week, a contributor to business and technology publications including Wired and ClickZ and a Fellow of the Royal Society of Arts. I am not alone.

Benchmark 45

Benchmark Government Big data Analytics 45

Talkdesk

AUGUST 7, 2017

We know when a package delivery is delayed, when an app crashes, when a device is not being used and when a customer walks out of a store empty-handed. These companies are able to identify customers at risk of churn and proactively engage in retention efforts.

Metrics 40

Metrics Customer Service Advertising Upselling 40

Talkdesk

AUGUST 7, 2017

We know when a package delivery is delayed, when an app crashes, when a device is not being used and when a customer walks out of a store empty-handed. These companies are able to identify customers at risk of churn and proactively engage in retention efforts.

Metrics 40

Metrics Customer Service Advertising Upselling 40

aircall

NOVEMBER 17, 2016

Connected customers enjoy self-service because they feel self-reliant and empowered. Self-service resources are available round the clock, which will reduce friction and lower customers’ effort score. They will also alleviate some pressure from your other support channels.

Customer Service 54

Customer Service Self service Brand ambassadors virtual call center 54

NobelBiz

AUGUST 3, 2021

but also qualitative: retention rate, customer satisfaction, Customer Effort Scores, etc. Metrics that measure customer satisfaction: by rating the quality of the interaction that a customer has just had with an agent (regardless of the channel) for example. NPS, and CES are the most classic in this category.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

Talkdesk

APRIL 21, 2017

Our panel of leaders from today’s top on-demand companies covers what makes their customers unique, how to handle all the new data and the difficulties of ensuring success for both service providers and customers. Turning Big Data Into Big Decisions. Creating Customers for Life.

Contact Center 40

Contact Center Customer centricity Construction Big data 40

Comm100

FEBRUARY 16, 2018

Customer advocates and thought leaders agree: providing a friction-less experience for customers is moving from novelty to mandatory. That is why reducing customer effort was voted the number one priority for contact centers in 2018. There will be more big data security breaches,” she writes. Lots of ’em.

Customer Service 43

Customer Service Chatbots Journey mapping Multichannel 43