call center professionals Customer effort Metrics White Paper 
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. Who wrote it: Call Centre Helper. FCR is Undeniably the Most Important Metric.
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. Who wrote it: Call Centre Helper. FCR is Undeniably the Most Important Metric.
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