Tracxion uses AI to derive and tune an algorithm that measures and predicts customer effort. Everything that happens to a customer during a contact is measured. Is this a repeat call and in what timescale? Is this one of multiple repeats? What was the queue and ring times? Was the customer put on hold and, if so, when, for how long, and how many times?
Tracxion correlates the predicted effort score with any other available outcome measure (satisfaction, NPS etc) and continually fine tunes the algorithm to improve the accuracy of its predictions.
Having an outcome metric that’s applicable across 100% of all contact augments your analytic capability to pinpoint operational areas that are causing higher levels of effort.