ShepHyken

MAY 26, 2017

This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. Companies that track and measure their customer service have a competitive advantage. seconds in 2008 with a mind boggling 19.19 Customer Satisfaction score (CSAT). Shep Hyken.

Metrics 229

Metrics Customer effort Customer Experience Surveys 229

Tethr

JULY 17, 2019

In 2008, the research team at CEB (now Gartner) surfaced a new measure, the Customer Effort Score (CES), that would change the way CX leaders evaluated the impact of customer service interactions on customer loyalty. Register for the webinar.

Customer effort 49

Customer effort Surveys Analytics Metrics 49

Nicereply

DECEMBER 3, 2019

It may feel like you’re drinking from a fire hose of metrics or drowning in talk about soft skills. In late 2008 Malcom Gladwell published his book Outliers: The Story of Success. If you’re new to a customer service role or the customer service world, how can you maximize the time you spend in your first thirty days?

Customer Service 74

Customer Service Metrics Customer Support Construction 74

Nicereply

MARCH 14, 2023

It covers every aspect of call center management―service level, forecasting, scheduling, resource calculations, metrics, quality, budgeting, reporting, and strategy―in a well-organized and easy-to-understand format. But this book can help you solve those problems and put customer service at the center of everything you do.

Management 98

Management Call Center Metrics Entertainment 98

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.

Customer effort 48

Customer effort Wireless Airlines Banking 48