Beyond Philosophy

MAY 8, 2019

These results were also published in my third book, The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan, 2007). So, in other words, when your customers feel these, you can get blips of improvement in your “value” metrics. The next level up from that is what we call the Recommendation Cluster.

Net Promoter Score 155

Net Promoter Score Insurance Call Center Training 155

inmoment

MAY 14, 2020

Sure, a company might have a decent understanding of the experience at the call center, but what about the myriad of other touchpoints? Question #3: Do You Know Who Owns the Member Experience? In her book Chief Customer Officer , Jeanne Bliss talks about how cross-functional teams will often build “three-hump camels.”

Insurance 52

Insurance Healthcare NPS Net Promoter Score 52

NobelBiz

OCTOBER 17, 2023

Welcome back to our journey through the intricate world of call center management! In our previous installment, we peeled back the layers of the challenges that often remain hidden beneath the surface, impacting call center executives’ day-to-day operations. Read part one here.

Call Center 59

Call Center Management Contact Center Contact Center Software 59

RapportBoost

NOVEMBER 5, 2018

At RapportBoost, we changed the outcomes of chat conversations for brands, like Jenny Craig , we supercharge agents with technology and we are not a bot or a chat platform, we are a chat analytics company, we found that that most important metrics for contact centers are those that measure the quality of the conversation and are specific to chat.

Contact Center 40

Contact Center Video Sales Training 40