Customer Effort / Customer Effort Score (CES)

LiveVox [woman / customer journey] What is a Customer Effort Score?

Customer effort score is an estimate of the ease of doing business with an organization, including obtaining information and resolving customer inquiries and issues quickly.

LiveVox centers the agent experience and lowers customer effort scores by putting the right information in front of agents at the right time and allows agents to provide more personalized, consistent service to the customer, reducing customer effort.

Some examples of the minimized customer effort score that LiveVox users benefit from include using CRM variables in contact flows and agent applications to minimize the data that needs to be collected and avoid the need to repeat information when speaking to different teams or agents. Agents are equipped with the customer’s complete data profile and interaction history, providing better experiences with decreased handle times. LiveVox’s ticketing offering also provides customer visibility into issue status for a smoother experience, minimizing repeat contacts.

More Customer Effort Score (CES) for Call and Contact Centers

Reduce Risk With Quality Scorecards | LiveVox

Transform quality management. Exponentially increase your ability to screen and score for quality and compliance by transcribing and scoring 100% of calls.

7 Tips for How to Improve Quality Score in a Call Center – LiveVox

A quality score is a metric that call centers use to measure how well their agents are doing. This score is usually based on how long the customer spends on the call, how many times they have to repeat themselves, and how satisfied the customer is with the outcome of the call.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With more than 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.