2008 Coaching Customer effort Metrics 
Nicereply
MARCH 14, 2023
But it’s really a great read for every support manager, as it provides crucial details about how the business of customer support works to be successful. No amount of coaching, training, or quarterly feedback surveys will prevent it. That means that eliminating the need for service is the best way to satisfy customers.
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.”
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