Experience Investigators by 360Connext

OCTOBER 17, 2023

Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. Reporting on a Net Promoter Score (NPS) month after month that doesn’t vary too dramatically can create a sense of complacency.

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. Almost every company measures NPS and plans ways to improve it. Additionally, do some analysis of your call records. For starters, measure operational performance.

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

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help. The answer is both.

Call Center 43

Call Center Management Average Handle Time Contact Center 43

Pointillist

OCTOBER 22, 2018

In a recent Forrester survey, only 35% of CX professionals reported that they are measuring how their most important customers feel about their most important experiences. The use of artificial intelligence can help you address both of these issues and make your customer experience measurement programs much more effective.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40