Brand Values Comparison Gamification Measurement 
Lumoa
FEBRUARY 9, 2023
Customer Effort Score (CES) Customer Effort Score (CES) is a customer experience metric used to measure customer effort and customer satisfaction. It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints.
SurveySensum
APRIL 30, 2020
In 2003, a loyalty consultant Fred Reichheld proposed a simple method to measure customer loyalty, called the Net Promoter Score® (NPS®) system. Set the baseline to measure the performance: Make sure to set a baseline to keep track on a daily and weekly basis and then increase to track performance monthly, quarterly, and yearly.
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Stella Connect
JANUARY 4, 2022
In a 1:1 coaching session, managers can take the time to focus on that agent’s specific needs and concerns, without judgment or comparison from the rest of the team. Align customer service training with brand values and goals. It’s not enough for your frontline organization to be aligned to your company’s values.
Stella Connect
APRIL 17, 2018
Showing agents how they compare with the overall team on a particular performance measure makes them more amenable to coaching and more invested in improving their performance. Align customer service training with brand values and goals. If brand guidelines seem arbitrary, it will be harder to get your agents’ buy-in.
Stella Connect
APRIL 17, 2018
Showing agents how they compare with the overall team on a particular performance measure makes them more amenable to coaching and more invested in improving their performance. Align customer service training with brand values and goals. If brand guidelines seem arbitrary, it will be harder to get your agents’ buy-in.
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