How Two Companies Targeted Their Customer Effort Reduction Projects

Over the summer we introduced the Customer Effort Assessment - CCC’s newest premium diagnostic offering. In response to your peers’ requests to better understand how to effectively reduce effort in their service organizations, the Customer Effort Assessment helps you:

1.     Get a view into your customers‘ service journey by channel to understand customer channel behaviors and channel-hopping behaviors

2.     Deep dive into each channel to hear directly from customers what is causing them high effort

3.     Benchmark yourself against your peers (shortly other data cuts that you can use to track your progress over time).

The response to this offering has been overwhelming – more than 25 member organizations are participating and the first cohort has gotten the first crack at reviewing their custom report results.

Customer Effort Scores for Healthcare?

Max Ball    |    September 13, 2012

Having had two weeks of political conventions wash over me and listening to so much about the fate of Medicare, the economy, our debt and our healthcare, it was interesting to read Richard Alonzo-Zaldiver’s online article, “US Health Care System Wastes $750B a Year.”

I have worked in the contact center space most of my adult life and have spent much of my time at parties apologizing for the shoddy way so many companies treat their customers. But after reading Alonzo-Zaldiver’s article, I now feel much better about our industry.

Just this morning my wife told me about her recent doctor’s visit that generated two separate co-pay bills—one for a procedure done in the doctor’s office and the other for the “consultation” that she apparently had with the doctor prior to the procedure which seemed more like a quick chat at the time. Three phone calls in and she is no closer to a solution.

So much of what we are learning about customer experience and good customer service is being missed in spades in the healthcare world. For example, we know that customers get angry when they have to repeat information to an agent that they have already entered into an IVR. And the company is paying the agent for wasted time.