Call Center Weekly

FEBRUARY 22, 2018

G reat Experience- I get excited, when in the course of assisting a customer, the agent transitions to the next step in the customer's journey. This could be a simple notification of what is to come, advise on a product that will meet additional needs, or anything else of value to reduce the customer's effort.

Customer Service 212

Customer Service Government Contact Center Metrics 212

ShepHyken

JULY 17, 2017

Some of the most popular are customer satisfaction (or CSAT), Net Promoter Score (or NPS), and customer effort (occasionally abbreviated to CE but not often). My Comment: Have you ever wondered which method you should use to measure your customer service? NPS, CSAT or Customer Effort?

Customer Service 76

Customer Service Chatbots Government Customer centricity 76

NICE inContact

SEPTEMBER 19, 2017

Are you measuring Customer Effort Score? First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are.

Customer effort 59

Customer effort Contact Center Metrics Personalization 59

Mindtouch

MARCH 2, 2018

For customer support and success professionals, there are three that likely come up on a frequent basis: customer effort score (CES), Net Promoter Score (NPS®), and customer satisfaction (CSAT)—the primary customer success KPIs. But what, exactly, is customer effort score? Fair enough. Buy a product.

Customer effort 54

Customer effort Self service Metrics Surveys 54

Beyond Philosophy

FEBRUARY 16, 2022

She wants to leverage the vast amounts of Microsoft’s customer data to identify moments that are sending an individual’s experience down the wrong path, as well as find parts of the process that necessitate too much customer effort. 22:09 Colin asks about segmentation and how they use it to personalize experiences.

Self service 221

Self service Consulting Consulting Customer Experience 221

Customers That Stick

FEBRUARY 19, 2015

Of course, these questions are just a start. However, with the many benefits live chat can create for your customers’ experiences, the three questions above should provide a good starting point for evaluating live chat’s potential usefulness to your organization. Charts courtesy of Software Advice. .

Customer Service 157

Customer Service Customer effort Surveys Customer Experience 157

Mindtouch

FEBRUARY 28, 2018

Documentation or knowledge gaps have the uncanny ability to quietly increase customer effort. In the spirit of aligning with Google’s philosophy on the end user (and our mild obsession with lowering customer effort, of course), the search experience is an apt place to start. Inform content gap analysis.

Customer effort 54

Customer effort Self service Engineering Customer Support 54

NobelBiz

FEBRUARY 21, 2023

A key performance indicator (KPI) and strategic metric for any business is the Customer Effort Score (CES). It’s one of the significant drivers of brand loyalty because satisfied customers are more likely to make repeat purchases or talk to your customer service. How can the Customer Effort Score be measured?

Customer effort 52

Customer effort Contact Center Self service Call Center 52

NobelBiz

FEBRUARY 15, 2023

A key performance indicator (KPI) and strategic metric for any business is the Customer Effort Score (CES). It’s one of the significant drivers of brand loyalty because satisfied customers are more likely to make repeat purchases or talk to your customer service. How can the Customer Effort Score be measured?

Customer effort 52

Customer effort Contact Center Self service Call Center 52

NICE inContact

SEPTEMBER 19, 2017

Are you measuring Customer Effort Score? First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are.

Customer effort 48

Customer effort Contact Center Metrics Personalization 48

Tethr

JANUARY 29, 2019

Several years ago, back when I was running the Customer Experience Practice at CEB (now Gartner), we set up a fascinating research partnership with a little-known AI venture out of Austin called Tethr. The post Customer Effort 2.0 – The next evolution of effort reduction appeared first on Tethr.

Customer effort 48

Customer effort Engineering Surveys Management 48

Fonolo

MARCH 2, 2021

Customer Satisfaction (CSAT). Customer satisfaction is, of course, the reason we’re all here. This call center metric is an essential gauge of customer perception — how they perceive your product and service. One of the secret ingredients to excellent customer satisfaction is reducing friction at every point.

Call Center 148

Call Center Metrics Schedule adherence Average Handle Time 148

Tethr

MARCH 26, 2019

And many pushed back on the suggestion that they use a metric like our newly invented Customer Effort Score (CES) over traditional measures like CSAT or NPS. It seems everywhere you turn, practitioners and thought leaders alike have embraced the idea of reducing customer effort. He spent hours on the company’s website.

Customer effort 48

Customer effort Wireless Airlines Banking 48

Contact Center Pipeline

JULY 31, 2015

Our top blog post in July offered insights from AllStaff’s Eric Berg about customers’ views of offshore contact centers—why offshore centers have an image problem and the impact on Customer Effort Scores. Customer Perception: Offshore vs. America In the course […].

Employee engagement 100

Employee engagement Contact Center Metrics Customer effort 100

Tethr

AUGUST 18, 2020

There is actual science and methodology for evaluating your customer experience and it isn’t limited to surveys. Advanced analytics approaches bring accurate and actionable results to businesses hoping to reduce customer effort and enhance customer satisfaction. This creates a negative employee and customers experience.

Customer Experience 105

Customer Experience Customer centricity Customer effort Metrics 105

Nicereply

MAY 11, 2023

Introduction to Customer Effort Score Let’s talk about Customer Effort Score (CES) for a moment. If you’re interested in the background of CES and how and why it works, you can download our Ultimate Guide to Customer Effort Score. Timing : I cannot stress this enough – timing is everything.

Customer effort 52

Customer effort Surveys Feedback Metrics 52

Tethr

AUGUST 27, 2020

Are you curious about how upsells, cross-sells, promotions and campaigns are impacting customer loyalty? The pandemic has altered the course of the buyer journey and nailing down best practices on new behaviors and habits takes time. Inside every channel, instances of customer effort, frustration, confusion and feedback are prevalent.

Enterprise 117

Enterprise Upselling Customer effort Call Center 117

Toister Performance Solutions

MAY 7, 2020

They did find one thing that creates more loyalty: reducing customer effort. Dixon co-authored a book called The Effortless Experience that details this research and shares practical ways companies can make it easier for customers to do business with them. How can companies reduce customer effort?

Customer Service 111

Customer Service Self service Wireless Customer effort 111

Customer Interactions

JULY 7, 2015

With any relationship, it’s important to make sure that one side isn’t putting in too much effort. This is especially the case when customer effort is a key differentiator for making or breaking a purchasing decision. Organizations can use innovative tools to track of customer effort.

Customer effort 28

Customer effort 28

Customers That Stick

AUGUST 11, 2015

The problem with that analogy is, of course, that almost everyone has a phone now, and between 80-90% of the population had phones when the toll-free service lines made their debut in 1967. Of course, some of that population are not active in the economy, so let’s just call it 25% (Facebook, at 156 million, is closer to 50% ).

Customer Service 138

Customer Service Customer effort Marketing Personalization 138

Customers That Stick

NOVEMBER 10, 2014

More and more customers are expecting answers in real-time, and an increasing number of customers are becoming less tolerant of not being able to be serviced because of once quaint notions like “evenings” and “weekends.” Now here’s some insight to get your employees to buy-in to it. Someone Was Listening.

Construction 147

Construction Customer effort Customer Experience Feedback 147

TechSee

SEPTEMBER 9, 2020

But of course, that’s just one side of the coin. They begin a long, frustrating dialogue that creates high customer effort , a poor tenant experience and high labor intensity. Of course, most issues aren’t as critical as that, but there are still thousands of potential dispatches that need confirmation or rejection.

Management 145

Management Engineering voip outsourcing 145

TechSee

AUGUST 26, 2020

With MX, companies recognize that employees have a wealth of customer service knowledge and will benefit from greater independence in managing each customer interaction to the best of their ability. Instead, employees are encouraged to deliver quality interactions that reduce customer effort. For the Employee.

Self service 124

Self service Customer effort Multichannel Metrics 124

Tethr

FEBRUARY 7, 2020

Customers might call back because their problem was resolved, but during the course of the resolution something raised another related question for the customer (or perhaps created a new problem) that the customer only realized after ending the phone call. What’s good for the goose is good for the gander.

Contact Center 102

Contact Center Customer effort Call Center Customer Experience 102

CX Journey

FEBRUARY 24, 2015

According to FreeDictionary.com, to go the extra mile means: to try harder to please someone or to get the task done correctly; to do more than one is required to do to reach a goal; to make more effort than is expected of you. Forrester has stated that there are three requirements of a great customer experience; it must be.

Telecommunications 84

Telecommunications Customer effort Customer Experience Technology 84

Peter Lavers

FEBRUARY 18, 2015

Having been selected as Editor’s Pick for both my first two articles has of course warmed me to the site. My most recent post was an older one from this site, encouraging those implementing Customer Effort Score programmes to learn the lessons of what happened with NPS (i.e. don’t waste time arguing over metrics).

Metrics 176

Metrics Best practices Analytics Customer effort 176

Calabrio

MARCH 25, 2025

Customer Effort Score (CES): CES measures the level of effort a customer perceives they had to exert to resolve their issue. This metric helps identify friction points in the customer journey and highlights areas where agents can streamline processes.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Tethr

OCTOBER 2, 2020

And how can you turn customer effort into effortless customer loyalty in every interaction? We’ll teach you that and more in “The Anatomy of an effortless service customer interaction.” ” THE BIG TAKEAWAYS: One customer interaction can undermine an entire customer experience.

Customer effort 104

Customer effort Customer Care Coaching Surveys 104

360Connext

FEBRUARY 9, 2021

CX initiatives to understand customers better, like customer journey mapping, overall customer research, and customer data analysis. Programs to invite customers into the organization more, like Customer Advisory Boards, customer accessibility labs, or inviting customers into meetings or events.

Customer Experience 133

Customer Experience Sales Journey mapping Metrics 133

NICE inContact

FEBRUARY 6, 2018

Data-driven routing improves the customer experience immediately. One twin can switch between different channels in the course of his interaction, whenever needed to, the other one – not so much. Seamless Omnichannel Session Handling makes all the difference in quickly resolving the customer request at the first attempt.

Customer Experience 74

Customer Experience Customer effort Customer Service 74

CSM Magazine

MARCH 13, 2025

A study highlighted by Zendesk underscores how satisfaction data not only helps retain customers but can fuel growth by guiding strategic innovations. They allow businesses to course-correct and refine their offerings to stay competitive. Without customer insights, youd essentially be flying blind.

Metrics 52

Metrics Surveys Feedback Analytics 52

Lumoa

APRIL 24, 2018

As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. I would NEVER rely on NPS as the only measurement of customer perception." Sue Duris Customer Experience and Digital Marketing Consultant.

Consulting 126

Consulting Consulting Metrics Feedback 126

GetFeedback

FEBRUARY 14, 2019

It shifts a customer’s mentality from, “I have a problem” to “I’m getting help,” and any company looking to retain customers needs that shift to happen quickly. Of course, a quick response is only the first step. Ultimately, customers want a resolution. Live chat metric #4: customer effort score (CES).

Metrics 74

Metrics Customer effort Surveys Wait times 74

Aspect

JUNE 16, 2017

In its research, Aberdeen found that speech analytics users enjoy about 6 times better year-over-year profit margin improvement and about 3 times better year-over-year customer effort score improvement than non-users of speech analytics. Why is the penetration rate of speech analytics so low?

Contact Center 97

Contact Center Analytics contact center workforce Technology 97

Hello Customer

APRIL 8, 2020

A general trend we're seeing across our entire customer base is that the CSAT and CES questions are the weapons of choice in this situation. Of course, always followed by open feedback. CES, the underdog of satisfaction metrics, stands for Customer Effort Score. No numbers without the why, remember?

Healthcare 87

Healthcare Feedback Surveys Customer effort 87

Nicereply

JANUARY 9, 2020

“We went with Nicereply because they’re the leader in customer satisfaction and engagement space — and also because Nicereply integrates with Front ! With the integration, we can send a Customer Satisfaction, Net Promoter Score or Customer Effort Score surveys in the email signatures of any email we send. “.

Feedback 98

Feedback Employee engagement Surveys Customer Support 98

GetFeedback

SEPTEMBER 20, 2019

Customers are considered loyal when they consistently purchase from your brand over an extended period of time. . How do you get loyal customers? A great customer experience (CX) , of course. . This is a great metric to measure long-term customer satisfaction and loyalty. Customer Effort Score (CES).

Metrics 111

Metrics Surveys Feedback Customer effort 111