https://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-Articles/24-7-Customer-Teams-with-CEB-on-a-Customer-Effort-Management-Solution--75762.aspx
24/7 Customer Teams with CEB on a Customer Effort Management Solution
May 27, 2011 - CCC Loyalty View measures the amount of effort a customer has to expend to have his issue resolved.
customer teamsceb oneffortmanagementsolution