Experience Matters
DECEMBER 15, 2015
With this post, I’m declaring 2016 “ The Year of Emotion.”. We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016. Voice of the customer programs (including NPS), are a mainstream component of most CX programs.
Stella Connect
MARCH 8, 2018
Building on the strength of the existing partnership, WSI became one of the first Stella Connect customers after the product launched in 2016. The company also uses Stella Connect to measure Net Promoter Scores (NPS), a key internal metric for tracking customer satisfaction and advocacy.
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Stella Connect
MARCH 8, 2018
Building on the strength of the existing partnership, WSI became one of the first Stella Connect customers after the product launched in 2016. The company also uses Stella Connect to measure Net Promoter Scores (NPS), a key internal metric for tracking customer satisfaction and advocacy.
TechSee
JANUARY 2, 2018
trillion in claims were paid by insurance companies in 2016 alone. A remote visual communication platform enables customers to transmit images and videos of their claims to contact center agents for immediate incident assessment. According to the OECD Global Insurance Statistics , more than US $2.29 IoT and Insurance.
Stella Connect
JANUARY 31, 2018
Many customer service organizations use high-level metrics such as NPS® to gauge the effectiveness of their performance management efforts. Both FCR and NPS have tremendous value for brands, but FCR is critical for two reasons. First, customers’ repeated attempts to resolve issues drive up contact center costs.
Vonage
MAY 11, 2016
The Salesforce World Tour London is on May 19 th and we are delighted to have been selected as one of the Salesforce 2016 Customer Success stories. First contact resolution is 87% and NPS 91%. How to future-proof your contact center technology and find your competitive advantage.
Eptica
JANUARY 25, 2017
compared to January 2016, marking the fourth straight improvement in results. since January 2016), while at the foot of the table Telecommunications & Media rose by 1.0 compared to January 2016, marking the fourth straight improvement in results. Overall, consumer satisfaction has risen to 77.8, out of 100 (up 0.5
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