NobelBiz

FEBRUARY 27, 2024

Monitoring key metrics such as First Call Resolution (FCR), Net Promoter Score (NPS), and Customer Satisfaction (CSAT) offers invaluable insights into how well agents are meeting customer needs. These solutions provide the ability to handle inbound and outbound calls through Internet-based telecommunication systems.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

NobelBiz

APRIL 18, 2022

Use Gamification to assess individual performances One of the most prominent applications of gamification in contact centers is to assess the quality of agents work. Or with a question like “are you happy with…” with a scale of scores or 5 response options ranging from “extremely dissatisfied” to “very satisfied.”

Call Center 52

Call Center Contact Center How To Gamification 52

SurveySparrow

MARCH 21, 2023

If your CSAT scores are high, it means that you are able to meet or surpass customer expectations. #2. Net Promoter Score (NPS): One of the simplest and most effective ways to measure customer experience, NPS asks a simple question. NPS= (% of Promoters) – (% of Detractors).

B2B 52

B2B Customer Journeys Customer Experience B2C 52

SurveySensum

JULY 14, 2020

She has over 15 years of experience in the telecommunications industry and is currently serving as the Customer Experience Performance Management Head at PT Smartfren Telecom. He has been named as the Top 50 Thought leaders for Design Thinking and the Future of Work by Thinkers360 and Top 20 Gamification Gurus by Rise Global.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132