2008, Coaching and Customer effort - Customer Contact Central

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17 Must-Read Books for Support Managers

Nicereply

MARCH 14, 2023

The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service By Jeff Toister Published: 2017 Length: 190 pages If your company or team culture sucks, your customers will be negatively impacted. No amount of coaching, training, or quarterly feedback surveys will prevent it.

Management

Management Call Center Metrics Entertainment

Stop asking your customers about effort and start listening for it instead

Tethr

JUNE 21, 2019

In 2008 when we first reported on our findings, we recommended companies use a new metric—the Customer Effort Score—to gauge the level of effort in their customer experience. When we released the book, The Effortless Experience, in 2013, we unveiled a new version of the score which we called “CES 2.0.”

Surveys

Surveys Coaching Customer effort Metrics

17 Must-Read Books for Support Managers

Stop asking your customers about effort and start listening for it instead

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