Curious if any EOers are using Customer Effort as a key performance indicator and how you are measuring (e.g. post call survey, analytics)?
We started creating data around our team members' foreshadowing a one call survey which will ultimately help us improve our clients' experience. We plan to use actual survey data from the phone process and compare rgw against what we're finding through Eureka. Additionally, we're showing a % of time the one call survey is being foreshadowed through MyEureka. We built this to help give our business a baseline % to improve upon. Still too early to determine if any of it makes a difference but it's nice to be able to create additional value in this space for our company.
CES is an interesting KPI, but in the end, its about operationalizing the metric. CES is primarily only discoverable via a survey, which can be difficult to create an appropriate set of constructs to be able to action from. Speech Analytics I believe could be used either in conjunction as above or separately. In fact, using speech analytics in conjunction with an outbound survey capturing the open ended portions of the survey would likely yield the best results. (you could also then tie back the survey results from SA using the metadata from the original call as well)
The reality is that the most important part of CES is in fact call resolution, of which there are a significant amount of best practices around. By understanding what processes the business can alter to reduce the reason to call, or call multiple times and the best practices around how an agent can handle things better reducing and removing the need to call back should yield significant results for reducing efforts.
So in the end, regardless of the measure, being able to ope rationalize the score to be actionable is key. From my experience the amount of opportunity in the FCR realm is a great starting point towards the broader CES measure.
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