Playvox

JANUARY 25, 2024

It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. Agent performance can make or break your contact center’s key performance indicators (KPIs) and the overall CX.

Contact Center 77

Contact Center Omnichannel Net Promoter Score Management 77

Chattermill

JUNE 3, 2019

Net Promoter Score (NPS). Net Promoter Score (NPS) measures the loyalty of customers to a company. NPS scores are measured with a single question survey and reported with a number from 0-100, a higher rating is desirable. Customer Satisfaction Score (CSAT).

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

SurveySparrow

JULY 31, 2023

Speech analytics focuses on analyzing spoken interactions between customers and call center agents. By transcribing and analyzing recorded calls, businesses can identify trends, sentiment, and customer pain points. CSAT scores help businesses assess overall satisfaction levels and identify areas for improvement.

Social Media 52

Social Media CEM Voice of Customer Net Promoter Score 52

West Monroe

NOVEMBER 20, 2019

Creating a member or patient experience strategy needs to extend well beyond setting Net Promoter Score (NPS) targets or simply creating a Voice of the Customer (VOC) team. All too often, we see the opposite—the incentivization of staff with targets that actually detract from member or patient experience.

Healthcare 45

Healthcare Customer Expectations Net Promoter Score Competitive Advantage 45

VDS

JUNE 28, 2019

Switching to a cloud contact center offers businesses of all sizes significant benefits, including newfound flexibility, new and often better cost structures, and a competitive advantage when it comes to cost, speed, and accessibility. Happy Employees Lead To Happy Customers. 4x more likely to stay than dissatisfied colleagues.

Contact Center 40

Contact Center Net Promoter Score Call Center Competitive Advantage 40

Pointillist

SEPTEMBER 10, 2020

The customer care team oversees the call center, IVR, chat and other customer service channels. Using Pointillist, the journey owner is able to measure success by an increase in the completion rate of the mobile refinancing journey and a significant decrease in leakage into the call center from this journey.

Customer Journey 128

Customer Journey Touchpoint Interaction Customers 128

Chattermill

MAY 12, 2019

Instead, he focuses on getting companies to see CX as a company-wide effort, not the exclusive domain of the call center rep or the salesperson. Reichfield is the creator of oft-used CX metric, the Net Promoter Score (NPS), and The Ultimate Question 2.0, looks at NPS through an updated lens.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

Chattermill

JUNE 25, 2019

These startups have since morphed into industry leaders by making customer experience a competitive advantage. There is no need to log into a different system to view NPS, CSAT or surveys responses and email various departments for CSV files of data stored in excel. Review Customer Data by Cohort.

Customer Experience 45

Customer Experience Customer Centricity ROI NPS 45

SurveySensum

JULY 14, 2020

A Customer Experience Thought Leader and Influencer, Mila Widyani is a dynamic professional who strongly believes that CX is the key to driving a sustainable competitive advantage in today’s economy. Analyst at ICMI, and Call Center Leader at Deloitte. Mila Widyani – Head of Customer Experience at CIMB Niaga.

2020 132

2020 Customer Experience Magazine Consulting 132

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), This year’s crop of candidates was quite competitive. Nominees are rated based on their capabilities, results, and client feedback.

2015 97

2015 Multi-Channel 2014 CEM 97