Kustomer

JULY 1, 2021

He wrote a book about barrier busting in 2011 that I thought was so fascinating and just broke down the customer experience, each step, and how you look for barriers and break them. We work in call centers, the video game industry, we’re doing a fair amount now in the medical device field. Your call center is your defense.

Customer Experience 98

Customer Experience Call Center Contact Center Customers 98

Kustomer

SEPTEMBER 3, 2020

Do you — so many — and I think this comes from the call center, our call center days, but so many age old KPIs, right? So when you get to support, a traditional customer service environment, you can look at some of those KPIs around customer effort score. And then my goodness, why? I love those.

Marketing 52

Marketing Effort Score Metrics Loyalty 52

Chattermill

JUNE 3, 2019

Customer Effort Score (CES). Customer Effort Score (CES) measures a customer’s ease of an experience with a company. Generally, this is measured by customer support team, it’s calculated by taking the average response rate time between a customer opening a support ticket and when a rep acknowledges their request.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85