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August 13 - 15, 2012
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SpeechTEK 2012 - Wednesday, August 15, 2012
C302 – Measuring Customer Effort
11:45 a.m - 12:30 p.m
MODERATOR: Jessica Kaufman, Lead Voice Channel Specialist, Voice Channel, Operations Support - Blue Shield of California

A key way to understand how well a company serves its customers is to look at the effort it takes customers to communicate with the company. Suhm presents the Caller Effort Index (CEI), a cross-industry benchmark that’s based on automated measurement of many dimensions of customer effort and correlated with callers expressing frustration during the call. Ball presents the concept of Customer Effort scores as an attempt to quantify the amount of work it takes for customers to work with a company.

Understanding Customer Effort in a Cross Channel World
Max Ball, Director, Solutions Management - Genesys Telecommunications
Customer Service Roadmaps using Benchmarks and your Own Data
Bernhard Suhm, Director of Professional Services, AVOKE Call Experience Analytics Division - Raytheon BBN Technologies

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