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