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.

NPS 56

NPS Net Promoter Score Customer Experience Contact Center 56

Provide Support

JULY 20, 2017

© 2003 - 2017 Provide Support LLC. Here is why you should take them very seriously: Nearly 70% of customers quit doing business with an organization because they felt they were treated rudely or with indifference. 66% of customers are most frustrated from interacting with employees who are rude or unfriendly. (.). Read more.

Social Media 69

Social Media Customers Interaction Customer Service 69

NobelBiz

NOVEMBER 24, 2020

The Net Promoter Score or NPS is one of the most widely used key performance indicators by call centers to measure customer loyalty and satisfaction. In 2003, Fred Reichheld, a strategy consultant at Bain & Company, introduced the Net Promoter Score in his article “ The One Number You Need to Grow “.

NPS 52

NPS Net Promoter Score Customer Service Effort Score 52

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) That said, the contact center accumulates millions of data points every single day. Fighting the Cost Center Mindset. Contact us here. But where do we start?

Metrics 219

Metrics Customer Care Measurement Contact Center 219

Kustomer

OCTOBER 28, 2022

In this blog post, we share three ideas and concepts that will help you with modernizing customer engagement and transform your CX organization from a cost center into a profit center. Each individual engagement becomes a “ticket” or “case” within the contact center, with different customer support agents tackling each issue.

Customer Engagement 105

Customer Engagement Engagement Omni-Channel Customer Centricity 105

Magellan Solutions

JULY 5, 2021

Outsource-Philippines is a Manila-based BPO company established in 2003. While their flexibility seems to be a great factor to consider as one of the best call centers, Outsource-Philippines lacks specification when it comes to their identity. Outsource-Philippines.

Call Center 40

Call Center Company Omni-Channel e-support 40

Magellan Solutions

AUGUST 12, 2021

For a contact center based in BPO Manila Philippines , any score over 50 is considered good. In an Harvard Business Review 2003 article, they found out that the company’s NPS helps predict the following: growth and revenue. There is 380% increase in conversion for expensive product when testimonials are listed.

Metrics 52

Metrics Net Promoter Score NPS Call Center 52

Storyminers

JULY 6, 2020

Jeremy has more than 19 years of experience as a customer service professional leading high performing teams in the contact center. In 2003, her book Starting an eBay Business For Dummies appeared on the BusinessWeek list of best-selling paperback business books.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Jeremy has more than 19 years of experience as a customer service professional leading high performing teams in the contact center. In 2003, her book Starting an eBay Business For Dummies appeared on the BusinessWeek list of best-selling paperback business books.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Provide Support

MARCH 7, 2018

© 2003 - 2017 Provide Support LLC. Thanks to the level of connectivity that we all share, thanks to the internet, your customers now expect the very best service possible. They want to feel special. They want to feel valued. They want to feel like you care about them as individuals.(.). Read more. Published in Provide Support Blog , 2018.

Customer Service 45

Customer Service Social Media Chatbots Communication 45

Provide Support

MARCH 2, 2016

© 2003 - 2015 Provide Support LLC. On the bright side, 56%-70% of the customers who complain to you will do business with you again if you resolve their problem. If they feel you acted quickly and to their satisfaction, up to 96% will do business with you again, and they will probably refer other people to you.(.). Read more.

Infographics 40

Infographics How To Customers Customer Service 40

Provide Support

JUNE 2, 2016

© 2003 - 2015 Provide Support LLC. And, not surprisingly, they will no longer tolerate poor customer service. In fact, 72% of consumers already stopped doing business with a company because of a bad service experience.(.). Read more. Published in Provide Support Blog , 2016. Permalink | No comment.

Consumers 40

Consumers Infographics Customer Service Poor Customer Service 40

Provide Support

MARCH 1, 2018

On the other hand, they do expect empathy from service agents every single time they contact your company’s support. © 2003 - 2017 Provide Support LLC. Empathy statements can do so much in making customers feel that they are understood, respected, and their feelings are validated.(.). Read more. Permalink | No comment.

Infographics 56

Infographics Customer Service Customers Communication 56