Customer Service and Support

Customer Service Essentials: Measuring Customer Effort

ON-DEMAND | 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.

Questions about watching? Email us: gartnerwebinars@gartner.com

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