Recorded Call Centre and Customer Experience Webinars

Recorded Webinar: Customer Effort and the Contact Centre

Published On: 4th Mar 2014 10:06

Customer Effort has become the latest metric of choice for the contact centre. It is being used by many of the forward thinking contact centres.

In this webinar we will be exploring the concept of customer effort and how it can be best used within the contact centre.

Topics Discussed

Customer Loyalty
Customer Effort Scores
How it works, how best to use it
CSat vs NetPromoter vs Customer Effort
What is the best contact centre metric?

Common criticism of Customer Effort
Common pitfalls to avoid
NetEasy score
Your chance to share your own experiences and ideas

Panellists

Richard Snow

Ventana Research

Richard Farrell

Netcall

Jonty Pearce

Call Centre Helper

Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

Connect with Jo on LinkedIn

Recorded Webinar: Customer Effort and the Contact Centre

Topics Discussed

Panellists

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