NICE inContact

SEPTEMBER 19, 2017

Are you measuring Customer Effort Score? First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are.

Net Promoter Score 149

Net Promoter Score Effort Score Contact Center Omni-Channel 149

NICE inContact

SEPTEMBER 19, 2017

Are you measuring Customer Effort Score? First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are.

Net Promoter Score 120

Net Promoter Score Effort Score Contact Center Omni-Channel 120

Beyond Philosophy

JUNE 4, 2015

In his 2010 book, Marketing 3.0: From Products to Customers to the Human Spirit, noted marketing scholar Philip Kotler recognized that the new model for organizations was to treat customers not as mere consumers but as the complex, multi-dimensional human beings that they are. Does it focus on providing stakeholder benefit?

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60