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Insight
Channels
Email
Chat
Social Media
In-App
SMS
Partners
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No Code Integrations
Featured Integrations
Regular Integrations
Custom Integrations
We Are Thankful
Our Approach
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About Us
Team
Careers
Contact Us
See it in Action
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Back to Glossary
Customer Effort Score (CES)
noun
A measure of how much effort a customer had to put into a customer service interaction.
CS Industry Terms
Average Handle Time (AHT) or Average Problem Resolution Time (APRT)
BPO
CS
CX
Customer Satisfaction (CSAT)
Deflection
First Response Time (FRT)
Lifetime value
Net promoter score (NPS)
Omnichannel communication
Service Level Agreement (SLA)
Text Analytics aka Text Mining
Tier 1 Agent
Time to First Response (TTFR)
