Recorded Webinar: Customer Effort and the Contact Centre

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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 - Headshot
Richard Snow
Ventana Research

Richard Farrell - Headshot
Richard Farrell
Netcall

Jonty Pearce - Headshot
Jonty Pearce
Call Centre Helper

Author: Jo Robinson

Published On: 4th Mar 2014 - Last modified: 28th Feb 2023
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