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Using Agent Effort Score and Cost per Contact to Optimize Your Customer Service Operations

As a Customer Support Ops Leader, you understand the importance of delivering high-quality customer service. But how can you achieve this goal while also keeping your costs under control? One key strategy is to use both Agent Effort Score (AES) and Cost per Contact (CPC) to optimize your customer service operations.


AES measures the amount of effort that agents put into resolving customer issues, while CPC tracks the cost of each customer interaction. By combining these two metrics, you can gain valuable insights on how to improve the efficiency and effectiveness of your customer service operations.


Here are some ways that you can use AES and CPC to optimize your customer service operations:

  • Identify areas for improvement: By tracking both AES and CPC, you can identify areas where your agents may be struggling to resolve customer issues efficiently and cost-effectively. For example, if you notice that a particular agent has a low AES and a high CPC, it may indicate that they need more training or support to improve their performance.


  • Streamline your processes: Using AES and CPC can also help you identify areas where you can streamline your customer service processes to reduce costs and improve efficiency. For example, if you notice that certain types of customer inquiries are particularly time-consuming and expensive to resolve, you may be able to find ways to automate or simplify those processes.


  • Encourage collaboration: As we discussed earlier, collaboration can be a powerful tool for improving customer service operations. By using AES to measure the impact of collaboration on agent performance, and CPC to track the cost of those interactions, you can encourage your agents to work together to resolve customer issues more quickly and effectively, reducing time and costs. Check out our previous article for more information. 


  • Monitor your performance: By tracking both AES and CPC over time, you can monitor the performance of your customer service operations and identify trends or areas for improvement. For example, if you notice that your CPC is increasing over time, it may indicate that your processes are becoming less efficient or that your agents need more support.


In conclusion, using both Agent Effort Score and Cost per Contact can help you optimize your customer service operations by identifying areas for improvement, streamlining your processes, encouraging collaboration, and monitoring your performance. By leveraging these metrics, you can deliver high-quality customer service while also keeping your costs under control, improving not only the customer experience, but also the agent experience.

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