Remove Analytics Remove Customer effort Remove How To
article thumbnail

Understanding your customer effort score (and how to improve it!)

Tethr

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?

article thumbnail

Speech Analytics and Modernizing Agent Performance Measurement with the Customer in Mind

Contact Center Pipeline

Who decided that three was the optimum number of times an agent should say the name of a customer?” Speech analytics using machine learning and AI are already making an impact within contact centers, but most of the 30-plus vendors I collaborate with are still trying to figure out how to best utilize their own […].

Analytics 253
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Guide to Interpreting Call Center Analytics

Fonolo

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. Today, contact centers are increasingly viewed by businesses as the key to understanding customers. But knowing which metrics matter, and how to interpret them, is key to success.

article thumbnail

How to choose a conversation analytics tool: Watch out for these three pitfalls

Tethr

Every day, we have conversations with companies who are serious about working to reduce customer effort—just like you. And often, that first step looks like buying a conversation analytics tool or platform to help measure effort through unstructured data. That’s where we come in. You can’t cut corners.

article thumbnail

How to Improve Call Center Customer Service

TechSee

This means resolving customer issues in the first call whenever possible, which significantly reduces customer effort and increases satisfaction. Agents should know when and how to escalate issues to more experienced staff or technical experts. AI-powered analytics offer valuable insights into call center operations.

article thumbnail

[Webinar] Measuring Customer Effort: How to stop relying on post-call surveys and start listening for it instead

Tethr

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.

article thumbnail

Reducing customer effort through advocacy language

Tethr

Reducing customer effort has become a major focus for customer experience professionals in recent years after “ The Effortless Experience ” (co-authored by our own Chief Product & Research Officer, Matt Dixon ) was published in 2013.