CCNG Customer effort Sales Technology 
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
There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. Texts per Conversation - Measures how many SMS texts it takes to resolve a customer issue.
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