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. But the questions are real and have been so since 2003 when Frederick Reicheld of Bain & Company wrote about what he coined the Net Promoter Score (NPS) in an article for the Harvard Business Review.
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. But the questions are real and have been so since 2003 when Frederick Reicheld of Bain & Company wrote about what he coined the Net Promoter Score (NPS) in an article for the Harvard Business Review.
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Clarabridge
AUGUST 15, 2017
Contact center efficiencies are intrinsically linked to the customer experience your company delivers as a whole. Once you improve the customer experience, you’ll find that your contact center metrics improve too. A social transaction costs $1 on average vs. $6 when a customer calls you—and increases agent efficiency.
UJET
JULY 7, 2020
30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another. Instead, contact center professionals should look for a solution that’s been developed as a single platform from the beginning or has tight out-of-the-box integrations.
UJET
JULY 7, 2020
30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another. Instead, contact center professionals should look for a solution that’s been developed as a single platform from the beginning or has tight out-of-the-box integrations.
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.
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.
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