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. The goal is to get as high a Net Promoter Score as possible as an indicator of customer perception of a company’s service and support. Reicheld’s premise is simple.

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Net Promoter Score NPS Customer Experience Contact Center 59

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. Answers to the “likely to recommend” question are rated on a scale of 0-10 and the responses are divided into three groups as follows: • Promoters (rating of 9-10). Passives (7-8).

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NPS Net Promoter Score Customer Experience Contact Center 56

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.

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Leadership Customer Experience Customer Centricity How To 259

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. Note that NPS now it is ubiquitous. Almost every company measures NPS and plans ways to improve it. Additionally, do some analysis of your call records.

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Net Promoter Score NPS Call Recording Feedback 10

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.

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Call Center Customer Satisfaction Contact Center Management 52

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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Call Center Management Average Handle Time Net Promoter Score 43

NobelBiz

APRIL 18, 2022

Real-Time Speech Analytics This contact center technology monitors calls in real-time for signs of problems, such as a spike in pitch, a long quiet, or the usage of certain terminology. The supervisor can then act promptly, either directly or through call whispering, to assist the agent with difficult situation and also decrease stress.

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