Definition: Customer Effort Score (CES) is a measurement focused on service interactions in contact center environments. It provides a way to measure how customer centric channels and touchpoints are in their design and management, and how they promote ease of use, simplicity and effortless interaction.
Why is Customer Effort Score Important in a Contact Center?
A lower CES indicates that customers can get their issues resolved quickly and easily, leading to higher customer satisfaction and loyalty.
How to Measure Customer Effort Score?
CES is typically measured through post-interaction surveys where customers rate the ease of their experience on a numerical scale.
How to Improve Customer Effort Score?
Improving CES involves reducing the amount of effort customers need to exert to get their issues resolved. This can be achieved by improving processes, training agents, and implementing AI-powered solutions like OpenQuestion.
Enhancing Customer Effort Score with OpenQuestion
OpenQuestion can provide real-time insights into customer needs, helping to streamline processes and reduce customer effort, thereby improving CES.