Recorded Webinar: Customer Effort and the Contact Centre


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 explored the concept of customer effort and how it can be best used within the contact centre.


  • Introductions – Jonty Pearce, Call Centre Helper
  • Richard Snow, Ventana Research – Customer effort – what is it?

Click here to view slides

  • Richard Farrell, Netcall – 5 Steps to providing effort ‘less’ engagement

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    • Richard Snow, Ventana Research – How to measure Customer Effort

  • Your tips

Winning tip – “Maximize on customer survey feedback from various channels of communication. With regard to improvement, perhaps include a “You asked, We Did”. Show the consumer that their opinion matters.”  Jacob3

  • Interactive Q&A – Live questions from the audience

All tips from the webinar have now been written up into the following article “25 ways to reduce Customer Effort”.

Topics to be 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

Original Webinar date: March 2014

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