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Do you know your Customer Effort Score?
At the request of members, we recently revisited our Customer Effort Score™ (CES) work. CES is one part of a much larger body of customer effort work, (for CEB Customer Contact members), but its...
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Customer service: the metrics you should be addicted to
If you’re going to become addicted, make sure it’s to something healthy By Pete Slease Customer service teams have their fair share of “metric-holics”; people who understandably become addicted to the...
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