Customer Service and Support

Customer Service Essentials: Measuring Customer Effort

| 1 hour

Customer service and support leaders need to build the business case for measuring customer effort, which is the key metric behind becoming a world-class service organization. To build the case internally for measuring customer effort, customer service and support leaders must leverage the metric’s 3 key advantages: Predictive validity, actionability and relatability. Watch this complimentary Gartner on-demand webinar to find out what drives customer effort, how to measure it, and how reducing it improves the customer service experience while shrinking your cost to serve.

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Discussion Topics:
  • The relationship customer effort has with loyalty and cost
  • The key drivers of customer effort
  • How to capture the voice of the customer (VOC) on customer effort
Hosted by

Andrew Schumacher

Sr Principal, Advisory

Allegra Ubbes

Sr. Specialist, Advisory