ShepHyken

FEBRUARY 18, 2024

I haven’t seen an article about “gamification” in quite some time. It’s actually a summary of a special report, which you’ll have to download. NPS is a quick way to determine if subscribers are happy—but there is a right and wrong way to ask the question. I was asked to submit an article on NPS (Net Promotor Score).

Customer Service 62

Customer Service Net Promoter Score Loyalty Programs Gamification 62

NobelBiz

APRIL 18, 2023

CSAT is based on the customer’s emotions, as opposed to the NPS, which is intended to provide a more reasonable perspective. According to a Gartner report, AI-driven automation can reduce call volumes by up to 70%, allowing agents to concentrate on high-value interactions. Pride in doing a good job (also 64 percent).

Contact Center 52

Contact Center Call Center Management Gamification 52

NobelBiz

AUGUST 28, 2023

Speaking of customers, their satisfaction, while seemingly intangible, can be quantified through metrics like Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT). Measure Holistically: Beyond call resolution times, track NPS, CSAT, and First Contact Resolution (FCR) to gain a comprehensive view of customer satisfaction.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

Retently

APRIL 5, 2024

Workshops, product launches, and live demonstrations can draw customers into the store and create buzz around it. The State of Self-Checkout Experiences report confirms this, revealing that about 42% of consumers prefer self-checkout for its undeniable speed and efficiency, and over half of the shoppers use self-checkout exclusively.

Retail 78

Retail Engagement Strategy Customer Experience 78