CCNG Customer effort Management Sales 
CCNG
MARCH 12, 2021
The global pandemic has forever altered customer behavior. A significant opportunity now exists for businesses to expand digital offerings, improve the digital channel experience, and reduce customer effort. Low customer effort drives brand loyalty and reduces cost. She is a long-time CCNG member and contributor.
CCNG
JULY 27, 2022
Call centers derive metrics at the agent and center levels to gauge the overall effectiveness of agent teams regarding performance, productivity, and other customer satisfaction-related activities. Operations managers monitor key performance indicators (KPIs) to assess agent efficiency. It's a derivative of AHT.
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