AWS Contact Center
Author: Pamela Vasquez Pascual
Best practices for building a Customer Effort Score (CES) system with Amazon Connect Customer
Your Amazon Connect Customer contact center measures customer satisfaction (CSAT), but CSAT doesn’t predict whether customers will stay. Research suggests high-effort service interactions are the strongest driver of customer disloyalty. Customer Effort Score (CES) measures how easy it was to get an issue resolved — the strongest predictor of loyalty and churn. Most organizations lack […]