ShepHyken

MARCH 30, 2018

Originally used by marketers, the Net Promoter Score is another very common KPI used by Customer Care departments. Knowing that referral usually is the best yet most uncontrollable vector of sales, the NPS calculates the probability that a customer would recommend your brand. Average Handling Time.

Blog 85

Blog Average Handle Time Customer Experience Net Promoter Score 85

Michel Falcon Experience

FEBRUARY 11, 2019

I’m going to have a conversation with you and this is where I’m going to ask you to really think about the behaviors of your customers and anyone that interacts with your brand. My career started in 2007 as a call center agent in my early twenties. It could be any, anyone that interacts with your brand.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60

Michel Falcon Experience

MARCH 12, 2019

In 2007, I was a young professional trying to really understand what I wanted to build my career off of; what was going to be my niche or my nitch? ” And it was super niche, 2007 nobody was really talking about it; shortly after, Zappos was the company that was really taking off, leveraging customer experience management.

Culture 12

Culture 2019 Engagement Net Promoter Score 12