NICE inContact
AUGUST 9, 2018
In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. What is Customer Effort Score (CES)? What is Net Promoter Score (NPS)?
NICE inContact
AUGUST 9, 2018
In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. Net Promoter Score (NPS). Customer Effort Score (CES).
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NICE inContact
AUGUST 9, 2018
In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. Net Promoter Score (NPS). Customer Effort Score (CES).
Lithium
SEPTEMBER 29, 2022
Next, a group of people, through the power of social media, band together to make hundreds of calls to your contact center and tweet thousands of times to your brand in a day to display their disdain for your brand. Of course, the simplest solution is to unplug your phone system and focus all efforts on damage control.
Lithium
SEPTEMBER 14, 2022
Next, a group of people, through the power of social media, band together to make hundreds of calls to your contact center and tweet thousands of times to your brand in a day to display their disdain for your brand. Of course, the simplest solution is to unplug your phone system and focus all efforts on damage control.
Experience Investigators by 360Connext
APRIL 28, 2017
So Comcast made dramatic efforts to improve the wait times and engaged their employees in the field to help. Delta Airlines Cargo is a bigger business than you may realize as a regular airline passenger. Finally, the metrics of customer service for in-store or contact center employees have long been about the group.
Kustomer
APRIL 15, 2021
New technologies allow for that data to be automatically collected, scored, and reviewed. Brands would be wise to implement data collection and implementation on a company-wide basis, as it plays a major role in customer success and higher NPS scores across the spectrum. Those books and all that research was a big team effort.
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