TechSee

APRIL 30, 2019

How can a company achieve a good Customer Effort Score? They call Company A and wait on hold for seven minutes before speaking with a customer service representative. Their IVR-directed call is answered by a customer service representative in under three minutes. Why is reducing customer effort important?

Customer effort 126

Customer effort Interactive Voice Response Self service Customer Experience 126

Hello Customer

JANUARY 6, 2022

This is why it is up to you to provide them with a seamless and fluid customer experience throughout all their customer journey. The customer effort score (CES) is a key metric that shows companies how simple or difficult it is for customers to do business with them. Customer loyalty can be predicted by CES.

Customer effort 98

Customer effort Surveys Metrics Feedback 98

Spearline

JANUARY 20, 2022

This is one of the questions customers ask when getting involved with a new company. of customers expect a response of “effortlessly” Customer Effort Scores provide insights to potential customers. Consequently, customer satisfaction is essential. ’ What is a Customer Effort Score?

Customer effort 97

Customer effort Surveys Contact Center Metrics 97

Tethr

AUGUST 9, 2021

July passed us by quickly, and with it came the last five episodes of our twelve-part podcast series, Customer Effort: Through an AI Lens. In this final month, we picked up the effort story with the next three pillars of effort reduction, and then explored some final dos and don’ts. It’s the final countdown!

Customer effort 105

Customer effort First call resolution Engineering Contact Center 105

Tethr

SEPTEMBER 10, 2021

Customer effort? But for dedicated effort aficionados, that competitive urge often gets lost in (what feels like) the relativity of customer experience management. We’ve made it easy to measure your customer effort score against the competition. Yes, you need to start measuring your customer effort score.

Customer effort 84

Customer effort Benchmark Sales Customer Experience 84

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. Such companies must make it a priority to improve customer experience and reduce customer churn.

Wireless 127

Wireless Average Handle Time Contact Center Analytics 127

Nicereply

JUNE 24, 2021

Customer Effort Score seeks to quantify and highlight these very difficult conversations, so that customer service teams can avoid them in the future. Created in 2010, the Customer Effort Score is fairly new to the scene but is becoming increasingly more popular. What is Customer Effort Score (CES)?

Customer effort 81

Customer effort Surveys Metrics Feedback 81

Tethr

JUNE 22, 2021

We talk a lot about the customer effort score (CES). Between our work in customer experience, the research that went into The Effortless Experience , and our own effort measurement score, the subject comes up, well, kind of a lot. What is your customer effort score? How can I measure effort?

Customer effort 78

Customer effort industry standards Metrics Surveys 78

Callminer

FEBRUARY 5, 2020

However, there is quite a bit more to making effective use of call center metrics than merely amassing data and generating reports. Data-Driven Optimization. Service level describes the number of services provided to customers over time. Customer Effort Score. Capturing Data to Generate Metrics. Automation.

Best practices 251

Best practices Call Center Metrics Surveys 251

Nicereply

OCTOBER 12, 2021

Equipping your support team with contextual customer data is one way to lower that effort. In today’s connected world, we have an unprecedented opportunity to gather and analyze data. Data is everywhere! Most companies have access to data through apps, webpages, coupon codes, etc.

SaaS 118

SaaS Self service CRM Feedback 118

ShepHyken

MAY 24, 2019

This week we feature an article by Gaetano DiNardi who discusses how many customer service surveys are not giving you proper data and suggests how to improve them. And when you are asked to stay on the phone to provide answers to a brief survey after a customer interaction, do you ever do it? But can that data be trusted?

Surveys 277

Surveys Customer Service B2B SaaS 277

ShepHyken

MAY 17, 2019

This week we feature an article by Ashwini Dave who writes about how important it is to show your customer’s appreciation in order to retain their loyalty. Organizations are irrelevant without customers. Data from NewVoice Research revealed that 53% of customers switched brands because they felt unappreciated.

CRM 291

CRM Personalization Engineering Enterprise 291

Totango

MAY 5, 2021

This information can, in turn, influence product updates, customized offerings, and internal workflows. It is important that companies collect this valuable voice of customer data , and then use it to best leverage results into effective action. . The Importance of Measuring Customer Experience. What do you have to lose?

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

Tethr

MAY 29, 2023

Tethr makes it easy to improve your customer effort scores by applying leading research on customer effort to your customer interaction data.

Customer effort 62

Customer effort Analytics 62

ShepHyken

OCTOBER 6, 2022

Gartner provides various statistics showing that reducing customer effort can greatly impact customer retention and even reduce costs. In the process, B2B and B2C customers from the US, Canada, UK, Europe, the Middle East, and East Asia answered 1m+ survey questions. Source: Gartner.

Journey mapping 185

Journey mapping Customer emotions Customer effort B2C 185

ShepHyken

APRIL 2, 2021

This statistic points to the fact that modern customers are looking for humanized customer support that understands their pain points and can give them personalized responses to their needs. The data also has implications for future CX tech stack investments. But customers don’t want to feel like another ticket in the queue.

Customer Service 296

Customer Service Self service Metrics Average Handle Time 296

Interactions

APRIL 2, 2025

Multilingual Support Managing different IVAs across regions causes IT management challenges and inconsistent customer service quality. Interactions offers support in all major languages, and can work with your team to meet regional data residency and other regulatory requirements.

Self service 62

Self service Average Handle Time Upselling Contact Center 62

Peter Lavers

MARCH 17, 2015

Too many initiatives focus on the physical “what we will do for you” rather than the emotional “how we will make you feel about it” The body of independent research confirms that more than 50% of the customer experience is emotional – customers remember how they felt, not how well they were processed!

Customer Experience 222

Customer Experience Journey mapping Airlines Customer effort 222

TechSee

MAY 19, 2020

Data shows that 52% of consumers register their products when offered an option to do so on mobile and are more likely to purchase extended service plans or buy related parts and accessories. Data in exchange for value. Younger consumers have grown up as digital natives and are less focused on data privacy.

Self service 207

Self service Sales Customer effort Technology 207

Totango

OCTOBER 20, 2020

This information can, in turn, influence product updates, customized offerings, and internal workflows. It is important that companies collect this valuable voice of customer data , and then use it to best leverage results into effective action. . The Importance of Measuring Customer Experience.

Customer Experience 90

Customer Experience Education Customer centricity Metrics 90

Beyond Philosophy

DECEMBER 22, 2023

We host Alex Mead , Global Customer Service Experience Director of Alvarez & Marsal ( alexmead@sky.com ), to discuss this crucial topic and its implications for experiences. Mead envisions that AI will significantly reduce customer effort in their experiences. ” You certainly do, and it works seamlessly.

Consulting 221

Consulting Consulting Education Customer effort 221

CX Accelerator

JULY 22, 2019

Through different survey questions, organizations can calculate some of the more common VOC metrics, including: Customer Effort Score (CES) – Measures the level of effort your customers devote to doing business with you (the less effort, the better). What to Do with VOC Data.

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182

COPC

JUNE 24, 2024

SSTs show potential, with 64% of customers open to using them if they effectively resolve issues. Customers who resolve their issues using SSTs report higher CSAT, lower customer effort scores (CES), and higher Net Promoter Scores (NPS).

Customer Experience 76

Customer Experience Multichannel Self service Telecommunications 76

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

CX Accelerator

JULY 22, 2019

Through different survey questions, organizations can calculate some of the more common VOC metrics, including: Customer Effort Score (CES) – Measures the level of effort your customers devote to doing business with you (the less effort, the better). This way, efforts can be concentrated on those specific metrics.

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174

DMG Consulting

MARCH 13, 2025

CAI applications enable consumers to self-serve or can assist live agents responding to customer inquiries. These applications deliver a persistent and consistent user experience across all touchpoints to reduce customer effort and enhance the customer experience (CX) while increasing self-service automation.

Interactive Voice Response 62

Interactive Voice Response Self service Virtual Agent Consulting 62

Global Response

MARCH 12, 2025

In this article, well explore what contact center analytics are and cover some of the best practices for using contact center analytics to improve business performance and strengthen customer relationships. Benefits for business: Tracking analytics can increase customer satisfaction, employee performance, and business efficiency.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

CX Global Media

OCTOBER 15, 2018

If you’re a customer experience focused organization, there are a few core metrics that can differentiate you from everyone else – customer effort and first contact resolution top the list. And that’s a layer of data that we give that no other carrier out there does.

Customer Experience 211

Customer Experience Abandon rate Contact Center Coaching 211

CX Global Media

FEBRUARY 12, 2018

The thought is that by implementing this procedure, you have just protected yourself and your customers. For your customers, Authenticating by Knowledge represents a higher customer effort and possibly time wasted. It then validates the signal data from the call against expected patterns. Have you really?

Contact Center 204

Contact Center Interactive Voice Response Average Handle Time Call Center 204

CX Global Media

DECEMBER 28, 2017

Definitely not fast enough for customers. Reducing Customer Effort. Reducing customer effort ranks as the #1 customer experience priority for the coming year. But effort is not all about speed. It’s about speed, accuracy and meeting customer needs. The inside-out and the outside-in approach.

Contact Center 159

Contact Center Coaching Customer centricity Customer effort 159

SharpenCX

DECEMBER 30, 2019

And, another 76% think customers are smarter and more informed, too. Now more than ever, you have to strategize what it takes to fuel your customer happiness. To help, we’re sharing 6 data-backed methods on how to keep customers happy. If you don’t, you put future business at risk. Humanize your support.

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

ShepHyken

APRIL 8, 2022

IDC analysts predict by 2024, 30% of Fortune 2000 companies will harness customer, product & inventory data to deploy the next best action that drives customer demand. 75% of retailers will fully integrate order and inventory data to optimize fulfillment. Contemporary ?Retail Retail CX Strategy’s .

Customer Experience 201

Customer Experience Contact Center Contact center software Personalization 201

Tethr

AUGUST 18, 2020

Advanced analytics approaches bring accurate and actionable results to businesses hoping to reduce customer effort and enhance customer satisfaction. AI-based speech analytics let businesses mine unstructured text from customer interactions and share that data with employees in near real time.

Customer Experience 105

Customer Experience Customer centricity Customer effort Metrics 105

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

Peter Lavers

NOVEMBER 28, 2019

I was recently asked by The Northridge Group to review their 2019 State of Customer Service Experience report. Only 25% of businesses even measure the customer effort required to resolve issues. Only 53% of consumers are able to resolve their issues the first time they contact a company.

Wait times 130

Wait times Customer effort Customer Experience Customer Service 130

Interactions

FEBRUARY 6, 2025

Situations are often complex, customer stress runs high, regulatory requirements are stringent, and operational margins are tight. Lets take a look at common insurance customer service challenges in depth and how your company can build a better customer experience with a state-of-the-art IVA.

Self service 62

Self service Average Handle Time Surveys Contact Center 62

TechSee

AUGUST 6, 2020

IT specialists have a key role to play in boosting the adoption of their company’s remote customer support tools by employees and customers alike. Let’s focus on the three key elements of success: reducing employee effort, cutting customer effort and engaging leadership. Reducing employee effort.

Customer Support 109

Customer Support Customer effort Interactive Voice Response Technology 109