Thematic

SEPTEMBER 18, 2018

If yes, I’m sure you needed to come up with a rationale on which metrics to choose for this: Is it an all ubiquitous Net Promoter Score (NPS), the traditional customer satisfaction CSAT, or a more recent invention Customer Effort Score (CES)? Ultimately the focus should be on the feedback itself and less on the score.

Metrics 54

Metrics Net Promoter Score Effort Score Customer Experience 54

Second to None

SEPTEMBER 18, 2018

To create an effective overall brand experience employees must strive to reduce consumer effort within every individual touchpoint. One pillar of the brand experience that is especially influenced by employee engagement is customer support, especially within your organizational call-center.

Call Center 48

Call Center Effort Score Net Promoter Score Voice of Customer 48

Avaya

SEPTEMBER 18, 2018

63% said they got nothing from brands they feel delivered poor service. Experiences matter, not just for increasing customer lifetime value (CLV) but creating a positive brand impression that stands the test of time. Same Problems, New Solutions. So, what does this communications transformation look like?

Customer Experience 47

Customer Experience Net Promoter Score Contact Center Analytics 47

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Contact Center