Secrets To Contact Center Success
How to Increase Customer Loyalty by Reducing Customer Effort - with Gabriel Mendez
Gabriel Mendez is an auditor and senior consultant in customer experience processes and technology applications.
Based in Mexico City, Gabriel has decades of experience in contact centre data and voice technology, and has been a judge for industry awards in Mexico and Colombia.
Today, he shares how to increase customer loyalty by reducing customer effort.
You'll Learn:
The 3 key metrics you need in place to measure and track customer experience (04:00).
How customer effort is the biggest determinant of customer loyalty, repurchasing and spending you can measure (04:59).
The common reasons why customer effort is higher than it should be (07:17).
Why many IVRs don’t create as much value as they could for customers (10:26).
Technologies which can reduce customer effort, and the common pitfalls when deploying them (13:02).
Why Customer Effort Score should replace NPS as your primary customer experience measure (15:52).