Introducing T4 – Total Time To Transact

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The world is changing at an increasing pace and CS/CX operations need to keep up with the expectations of the organisation and the customers and communities they are in business to serve. And chances are, your business isplanning for change – change that will help you do more, do better and do it without risk to the organisation or your customers.
More and more businesses proclaim themselves to be focused on delivering a seamless multichannel customer experience. Yet the customer service measures they continue to rely on typically focus on just one channel or one part of the experience. Even attempts to measure customer effort fall into the same trap.
Ember addresses this using T4 – Total Time To Transact – a new compound measure that enables businesses to gain a more accurate picture of the customer experience. What’s more, T4 provides highly focused insights into where improvements can be made.
Essentially T4 provides a consistent way to measure and compare different transactions – and the individual interactions within them – and to understand which require the most effort from customers.
Download the whitepaper here to find out the steps to put your T4 into action and find out more about Ember’s Operational Transformation service by clicking here.
As specialists in customer engagement, Ember finds that even the most resolute businesses, determined to resolute deliver a seamless multi-channel customer experience, rely on customer service measures that typically focus on just one channel or one part of the experience, with attempts to measure customer effort also falling into the same trap.
Ember addresses this by using the ‘T4’ approach – measuring the ‘Total Time to Transact’, this new compound measure enables businesses to gain a more accurate picture of the customer experience. What’s more, T4 provides highly focused insights into where improvements can be made.
Essentially T4 provides a consistent way to measure and compare different transactions – and the individual interactions within them – and to understand which require the most effort from customers.