NEWS

Is Customer Effort Score (CES) replacing Customer Satisfaction (CSAT) metrics?

Many of us questioned CSAT as a main call center metrics.

CSAT was neither telling, if customer issue was solved nor how much consultant effort it took.

And now Gen AI is coming to the service desks. The main result expectation appears to be effective resolution of customer cases with lower costs and still satisfied customers.

In this context it appears that Customer Experience (CX) leaders are shifting their focus towards a more pragmatic metric: the Customer Effort Score.

So it's no longer about satisfaction, but about minimizing the actual effort required for both customers and employees to complete their tasks.

Thanks to AI and journey analytics organizations can quantify and eliminate friction points, taking the "chaos" out of business communications across all channels altogether.

From another angle:
Obviously, as customer cases are getting more and more complex, without help of AI the traditional CSAT is going down. So perhaps it's a way to run away from it!

Your files become an AI knowledge base

Cloud-based workplace solutions integrate AI functions with daily document and email handling.

Such environments can immediately understand and analyze all your files and emails. Instead of searching your drives for information about a former client you can just ask the AI agent! It is a very cost effective introduction of a Knowledge Base into an SME, without any need for custom implementations.

And all of this comes with guaranteed data security, so copying company data to external AI web tools ("shadow AI") can be avoided.

We are testing this daily with Google Workspace!

What AI is. Hype vs. Business Reality for SMEs.

AI is drawing a lot of attention. At the same time, many, especially in the SME sector, wonder if AI will change anything in their business.

I tried to answer that question during my recent short speech to the local entrepreneur community in Warsaw.

So what is AI? AI enables machines to understand natural speech and use it as well. AI is not just a smart chat we can talk to. It is a technology that allows software to communicate in a human way, even between its own modules!

It has been proven very effective. As a consequence, all the software we know will now have to be rewritten, or it will become obsolete legacy. This means colossal changes are coming, which we cannot avoid if we use IT (and we do).

And who is panicking the most? It is not the SME sector; it is actually the software industry as a whole, because they understand the above.

As AI will change our business whether we want it or not, it is worth developing AI competencies and testing new available features to find its best use in our business.

Biznes Innovation is officially a Google Cloud Partner

We all know AI is changing the game. But how do you implement it without overcomplicating your tech stack?

The answer: Google Workspace. It’s the simplest, most effective way to give your team powerful AI capabilities while ensuring your data is organized and secure. No complex infrastructure projects—just the tools you already know, made smarter.

How to enhance your CRM with telephony functions?

This issue is of interest to companies with telephone customer service. The lack of a proper telephony connection to the CRM translates into additional employee workload: manual searching the database to understand, who is calling, entering call-summary notes as well as manual pressing phone numbers to be dialled on the telephone keyboard. All of this means extra time spent, and frequent mistakes.

A.I. in your contact center. Hype or reality.

At present, AI is neither hype nor reality, but rather an expectation of future benefits in the customer service domain. But we are just at the beginning of the AI path, and only the future will tell, what applications will become most useful.

Professional (telephony) reception as a "business card" of your business.

Expert Webinar video.

Mobile telephony is still not quite digital

Just think, perhaps telephony customer service is a neglected, analog part of digital business transformation?

Second life of Busy Line Field

Actually, a very traditional telephone function of BLF can improve co-operation of remote team members.

Telephony service desk focused on premium customers

When all clients, served via a web front-end become equal, the new question is raised: how to maintain relations with the special, most important ones. It appeares that a proven method is to offer them a premium telephony service in addition.

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