Experience Investigators by 360Connext

OCTOBER 17, 2023

Reporting on a Net Promoter Score (NPS) month after month that doesn’t vary too dramatically can create a sense of complacency. These select leaders, often heads of customer-facing teams, become the source of CX insight for other leaders within the organization. Provide insights and context, not just numbers!

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Ann Michaels and Associates

JUNE 15, 2020

Quality Assurance in the contact center is being used to improve NPS (Net Promoter Score) and overall customer experience. The goal is to get as high a Net Promoter Score as possible as an indicator of customer perception of a company’s service and support. Reicheld’s premise is simple.

NPS 59

NPS Net Promoter Score Customer Experience 2003 59

SmartKarrot

SEPTEMBER 24, 2020

Being in the SaaS business, all of us grapple with this question: how do we set annual targets for Net Promoter Score ( NPS ) improvement. Additionally, do some analysis of your call records. And ascertain what the main drivers are for the call transfers or escalations. Note that NPS now it is ubiquitous.

Net Promoter Score 10

Net Promoter Score NPS Call Recording Feedback 10

Ann Michaels and Associates

MARCH 30, 2019

Quality Assurance in the contact center is being used to improve NPS (Net Promoter Score) and overall customer experience. Answers to the “likely to recommend” question are rated on a scale of 0-10 and the responses are divided into three groups as follows: • Promoters (rating of 9-10). Passives (7-8).

NPS 56

NPS Net Promoter Score Customer Experience 2003 56

Talkdesk

OCTOBER 29, 2020

The company was seeking insight into low net promoter scores (NPS) and brand loyalty. The insurance agent would be able to see exactly who is calling and would have quick access to drill down into additional customer context, uncovering critical details about recent customer interactions and potentially unresolved issues.

Insurance 50

Insurance Net Promoter Score Telecommunications Call Center 50

Pointillist

OCTOBER 22, 2018

Customers today interact with companies in a variety of ways, leaving a massive trail of experience data in the form of call recordings, chat transcripts, comments on websites, and more. But simply knowing your overall Net Promoter Score won’t tell you why you are receiving it or, more importantly, how to improve it.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Avaya

MAY 20, 2019

Call recording? 1 in the global contact center systems market and Verint a recognized global leader in Workforce Engagement ). You can even leverage tools to get an Employee Net Promoter Score (eNPS) to gauge sentiment over time just as you would with customers. Quality Management?

White Paper 11

White Paper Net Promoter Score Marketing Contact Center 11