Fonolo

APRIL 24, 2018

Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year. That makes sense, but the term “customer effort” is so nebulous, it’s hard to extract much meaning from this data point. Our favorite chart: White Paper: 9 Critical Contact Center Trends for 2018.

Contact Center 57

Contact Center Call Center Self service Surveys 57

DMG Consulting

OCTOBER 25, 2017

Contact center leaders should identify KPIs that measure the following activities: customer effort, customer satisfaction, revenue (sales and collections), agent effectiveness and engagement, and agent productivity.

Contact Center 48

Contact Center Metrics Enterprise Sales 48

SmartAction

SEPTEMBER 25, 2018

The following is an excerpt from Frost & Sullivan’s white paper, “The AI-Powered Virtual Agent: Actionable Strategies for Contact Center Leaders.”. Read the full paper to find out how leading companies are using cloud-based virtual agents to automate more in their contact centers.

Virtual Agent 40

Virtual Agent Interactive Voice Response Contact Center Self service 40

DMG Consulting

JUNE 26, 2017

To learn more about the benefits of an omni-channel contact center and how to build one, read the white paper by DMG Consulting entitled, Omni-Channel Contact Centers Are Required in the Digital Era. Enterprises are satisfied because it reduces the cost of service and sales and improves agent engagement.

Contact Center 48

Contact Center B2B Consulting Consulting 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? For more ideas and inspiration, download our latest white paper entitled “The CX Leader’s Ultimate Guide to Successful AI Projects”. About the Author.

Enterprise 52

Enterprise Automotive Average Handle Time Transportation 52

Tethr

JUNE 16, 2020

If you’ve been curious about why Customer Effort matters for businesses, how high-effort interactions drive disloyalty and churn, the problems with traditional Effort measurement methods like surveys and the merits of predictive scoring, this guide is for you.

Coaching 68

Coaching Customer effort Surveys Metrics 68

Comm100

NOVEMBER 15, 2017

This is because, as the Harvard Business Review puts it, “delighting customers doesn’t build loyalty; reducing their effort—the work they must do to get their problem solved—does.” First contact resolution is a necessary part of reducing customer effort and increasing customer satisfaction.

First call resolution 63

First call resolution Metrics Best practices Customer Service 63

Connecting the Dots

APRIL 3, 2024

Download the PDF version of this White Paper In our work with more than one hundred organizations over the past five years, we have observed that ineffective customer onboarding (onboarding) is a principal cause of customer disenchantment that can precipitate significant and unnecessary customer churn.

Education 62

Education B2B Sales Surveys 62

delighted

AUGUST 23, 2019

Is this about a white paper that they read? Laura Reigel, Senior Customer Marketing Manager at PayScale and a Delighted customer. You may know from analytics that specific features of your product are not being used or that there are specific points where new users are dropping off. But, you need to learn WHY they are.

Customer Experience 41

Customer Experience Journey mapping Surveys Feedback 41

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. The key is to create a knowledge base that’s easy for your customers to search and use and that presents information clearly. Another way to determine what to include is to review customer feedback. Your knowledge base can include : Quick-start guides. How-to instructions.

Customer Service 62

Customer Service Self service Engineering Customer Support 62

ShepHyken

NOVEMBER 14, 2022

It’s a robust white paper published by Harvard Business Review, focusing on partnering with the best experts (vendors) in the customer experience (CX) world. Spend some time diving into this white paper, and you’ll appreciate the extra effort you might make to find the perfect partner to help you succeed.

Customer Service 185

Customer Service Banking Customer effort Marketing 185