Contact Center Customer Satisfaction Net Promoter Score Voice of Customer 
InMoment XI
JANUARY 4, 2024
Implement technologies like self-checkout kiosks or mobile payment options to offer customers faster and more efficient ways to complete their purchases. An efficient checkout process contributes to overall customer satisfaction. The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.
CX Accelerator
JANUARY 7, 2019
This is exciting because we communicate with our customers via text whether it’s through inbound support messages, transcribed phone calls, or voice of customer survey responses. Contact center agents might also be assisting in this work every time they apply a canned response or macro to a ticket or a chat.
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Beyond Philosophy
AUGUST 15, 2019
Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys.
CX Accelerator
JULY 22, 2019
Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service?
CX Accelerator
JULY 22, 2019
Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service?
Team HGS
FEBRUARY 13, 2018
With our clearcut mission that optimized CX is essential, Poll Two advanced to measurement, and “What is the metric you would use to measure the success of our customer experience program?” The majority of our attendees—46%, responded “Customer Satisfaction,” with 38% prioritizing “Net Promoter Score” and 15% answering “Customer Effort.”
Thematic
JUNE 13, 2023
More businesses aim to capture Voice of Customer (VoC) data each year. But only 14% of marketers feel customer experience is their strongest company trait. You already know you need an amazing customer experience (CX) to keep retention high. Or they might discover that they need to improve their customer service.
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