Frame AI Blog

Kruze Consulting is a leading accounting, finance, HR, and tax consulting provider for seed and venture capital-funded startups. 

In the midst of the COVID-19 pandemic, Kruze found themselves with a challenge that every growing company aspires to face — their customer base was growing at warp speed and their customers, existing and new, were more engaged than ever. 

CX teams measure team effort to understand and manage their overall cost of serving customers and to cultivate happy and engaged teams that play a starring role in great customer experiences. Team effort can also make a huge difference in popular metrics like employee promoter scores (“EPS”), quality assurance (“QA”), and operational metrics like case resolution times and escalation rates. When customer-facing employees’ jobs are harder than they need to be, CX teams often see high turnover rates and low EPS scores, lower QA scores, more escalations, and delays in case resolution times — the list goes on. And each of these unfortunate side effects increases your cost of service and creates stubborn obstacles that stand in the way of improving customer experience.

Why Measure Team Effort?

Team effort is the collective amount of time that customer-facing teams allocate to supporting your customer experience.