TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He also sits on the board of Directors for CSPN. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

NICE inContact

SEPTEMBER 19, 2017

First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. CES takes a different angle: it does not directly measure satisfaction, but assumes that lowering customer effort when interacting with a company will in turn create customer loyalty. Are you measuring Customer Effort Score?

Net Promoter Score 149

Net Promoter Score Effort Score Contact Center Omni-Channel 149

NICE inContact

SEPTEMBER 19, 2017

First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. CES takes a different angle: it does not directly measure satisfaction, but assumes that lowering customer effort when interacting with a company will in turn create customer loyalty. Are you measuring Customer Effort Score?

Net Promoter Score 120

Net Promoter Score Effort Score Contact Center Omni-Channel 120

Kustomer

NOVEMBER 25, 2021

When agents are equipped with the right CRM and other data structuring tools they will be able to drive more success and loyalty. So, the article you’re referring to, we wrote this article back in 2010. This was a multi-year, probably 10 year plus research effort. Is Customer Delight Expensive?

Customer Service 98

Customer Service Effort Score Self Service Customers 98

Kustomer

MARCH 12, 2020

Back in 2010 Matt Dixon wrote an article titled “Stop Trying to Delight Your Customers”, that went against all of the strategies companies currently use to create a positive customer experience and motivate meaningful interactions. If the current strategies used to delight customers are flawed, what strategies work to create customer loyalty?

Effort Score 52

Effort Score Self Service Customers Multi-Channel 52