2021 First Call Resolution Innovation Net Promoter Score 
NICE inContact
OCTOBER 30, 2019
We established the NICE inContact CX Excellence Awards Program to celebrate and honor organizations that drive creative, innovative customer interactions. Award winners will show the steps taken to improve their customer experience resulting in improvements in first call resolution, service level, or Net Promoter Score (NPS).
ViiBE Blog
FEBRUARY 9, 2021
Simply put, omnichannel is innovation through integration. Companies like ViiBE provide technology that targets user satisfaction KPIs like first contact resolution. ViiBE also tracks net promoter score (NPS), a metric describing the likelihood of a customer recommending a product to a friend.
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ViiBE Blog
AUGUST 18, 2021
August 18, 2021. Thanks to the service recovery paradox , customers are often more satisfied after an issue is resolved than had they never experienced a problem at all. A quick post-call survey helps ViiBE track key performance indicators in real-time. 26 August 2021. 25 August 2021. 24 August 2021. ViiBE Blog.
West Monroe
NOVEMBER 29, 2021
“Vax”: According to Oxford Languages , creator of the Oxford English Dictionary, it’s the 2021 word of the year. After all, Glassdoor reported the percentage of reviews on its site that mention burnout jumped 100% in 2021, and the proportion of employees who cited mental health increased 143%. Featured Content.
CSM Magazine
OCTOBER 6, 2021
Congratulations to our 2021 Analytics Competition and ONE Award Winners for pushing the boundaries.”. GreenPath saw a 150% increase in calls from this underserved population and uncovered the need for additional Spanish-speaking resources. ANALYTICS COMPETITION WINNERS. GreenPath Financial Wellness – Winner. About Calabrio.
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