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

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. For example, share a good or not-so-good real customer story, a customer call recording, or a social media example. But after a while, those numbers become less compelling.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

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

ViiBE Blog

MAY 13, 2021

Call center technology refers to these different software and hardware tools used to run a call center. Management systems keep track of call volume, route incoming calls, and perform data analytics in real-time. So what exactly do call centers do? What does a call center do?

Call Center 52

Call Center Technology Contact Center Net Promoter Score 52

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

Talkdesk

OCTOBER 29, 2020

The company was seeking insight into low net promoter scores (NPS) and brand loyalty. a call recording or specific notes) automatically in a CRM, making for an end-to-end mobile workforce solution that helps all employees deliver more personalized CX. They can also save interaction details (e.g.,

Insurance 50

Insurance Net Promoter Score Telecommunications Call Center 50