Ann Michaels and Associates
JUNE 15, 2020
Quality Assurance in the contact center is being used to improve NPS (Net Promoter Score) and overall customer experience. But the questions are real and have been so since 2003 when Frederick Reicheld of Bain & Company wrote about what he coined the Net Promoter Score (NPS) in an article for the Harvard Business Review.
SmartKarrot
SEPTEMBER 24, 2020
Being in the SaaS business, all of us grapple with this question: how do we set annual targets for Net Promoter Score ( NPS ) improvement. Additionally, do some analysis of your call records. And ascertain what the main drivers are for the call transfers or escalations. Note that NPS now it is ubiquitous.
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Experience Investigators by 360Connext
OCTOBER 17, 2023
Reporting on a Net Promoter Score (NPS) month after month that doesn’t vary too dramatically can create a sense of complacency. For example, share a good or not-so-good real customer story, a customer call recording, or a social media example. But after a while, those numbers become less compelling.
Ann Michaels and Associates
MARCH 30, 2019
Quality Assurance in the contact center is being used to improve NPS (Net Promoter Score) and overall customer experience. But the questions are real and have been so since 2003 when Frederick Reicheld of Bain & Company wrote about what he coined the Net Promoter Score (NPS) in an article for the Harvard Business Review.
NobelBiz
APRIL 3, 2023
Monitor Calls : The next step is monitoring calls to ensure that agents meet the quality standards. This can be done through call recording and reviewing the recorded calls. Evaluate Performance : Once calls have been monitored, the next step is to evaluate agent performance.
ViiBE Blog
MAY 13, 2021
Call center technology refers to these different software and hardware tools used to run a call center. Management systems keep track of call volume, route incoming calls, and perform data analytics in real-time. These centers communicate with customers exclusively by making and receiving telephone calls.
Talkdesk
JULY 16, 2019
Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.
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