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

My career started in 2007 as a call center agent in my early twenties. A quarter billion dollars a year in sales. But, um, I, truth be told, I actually had one of the largest average handle times in the call center and I swear I, I pinpoint it to that I wasn’t going to be a call center guy forever.

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? ” That company now just $400 million a year in sales, system wide, across the globe. ” The other company was Lululemon, the athletic apparel company.

Culture 12

Culture 2019 Engagement Net Promoter Score 12