TechSee

MARCH 12, 2019

This in-depth white paper by TechSee explores the real-world uses of implementing vision automation technologies within the contact center. The white paper provides a deep dive into the impact visual automation is having on a wide range of contact center KPIs. The Power of Visual Automation.

Self Service 111

Self Service Contact Center Net Promoter Score Contact Center Workflow 111

Uniphore

DECEMBER 17, 2021

And it’s not hard to see why—Conversational Automation can simplify, streamline and speed up complex, time-consuming customer service processes, improving customer satisfaction (CSAT), net promoter score (NPS) and other key metrics. However, even the best solutions are only as good as the strategy behind them.

Net Promoter Score 130

Net Promoter Score Contact Center NPS Customer Satisfaction 130

Uniphore

NOVEMBER 11, 2021

Capturing and Fulfilling Promises Made During the Conversation Poor promise management directly impacts your call handling times, wait times, customer satisfaction and loyalty as measured by your Net Promoter Score (NPS). After the call, the system sends the customer a summary of the promises made to align expectations.

Banking 130

Banking Net Promoter Score Contact Center NPS 130

Amity

OCTOBER 10, 2016

Net Promoter Score (NPS) is not at an acceptable level. More esoteric measurements can be scored, too. If you determine that customers who download your white papers are more likely to renew, or paying their bills on time points to good health, those activities can be added to the mix.

Customer Success 48

Customer Success Net Promoter Score Management NPS 48

Amity

OCTOBER 5, 2015

Net Promoter Score (NPS) is not at an acceptable level. More esoteric measurements can be scored, too. If you determine that customers who download your white papers are more likely to renew, or paying their bills on time points to good health, those activities can be added to the mix.

Customer Success 48

Customer Success Net Promoter Score Management NPS 48

CX Journey

APRIL 7, 2016

Instead of worrying about typical customer satisfaction measures such as share of wallet and net promoter scores, organizations that aim for dramatic change should look at the number of new value adding service ideas put into practice. Instead, focus on leading “revolution indicators” (i.e.,

Culture 80

Culture How To Net Promoter Score Airlines 80

PeopleMetrics

FEBRUARY 11, 2015

They are measuring Net Promoter Scores (NPS scores) and Customer Satisfaction levels in real-time. Finally, you can also sign up here to be one of our first readers to receive a copy of our white paper on how to differentiate on the prospect experience coming out next month.

Sales 48

Sales Net Promoter Score Effort Score B2B 48

ShepHyken

JUNE 29, 2020

(CustomerGauge) In this eBook, we’ll discuss the four steps within this new model and summarize findings from our white paper that will help you capitalize on customer feedback and grow your bottom line. My Comment: The Net Promoter Score (NPS) is one of my favorite methods for measuring customer sentiment.

Net Promoter Score 12

Net Promoter Score Customer Service Retail eBook 12

delighted

AUGUST 23, 2019

Is this about a white paper that they read? Here are a few examples of how you could leverage top CX survey types within the scenario described above: Trigger Customer Effort Score (CES) surveys in your product interface after specific features are used to learn how easy or difficult they were to use. Is this about our products?

Customer Experience 41

Customer Experience Customer Journeys How To Effort Score 41

Beyond Philosophy

OCTOBER 11, 2019

They increased their Net Promoter Score® (NPS) by 34 points over 30 months and enjoyed a ten percent increase in sales. Since this initial 30-month period and increase in NPS, their score has climbed another 15 points—and they are not done yet. RICOH Canada has done some incredible work in improving Customer Experience.

Customer Experience 126

Customer Experience Employee Engagement Case Study NPS 126

CustomerSuccessBox

JUNE 27, 2022

Without CS enablement, a CSM would have to go to the marketing division to locate someone to write a white paper or a graphic and then follow up to make sure it happened. Nearly every firm should be tracking metrics like customer satisfaction score (CSAT) and Net Promoter Score (NPS) when it comes to customer success.

Customer Success 52

Customer Success Customer Experience Net Promoter Score Customers 52

CSM Magazine

FEBRUARY 14, 2017

Consistently low scoring net promoter score (NPS) customers are routed to another team focussed on understanding why their customer satisfaction scores are low. A white paper entitled ‘How to Succeed in Delivering Proactive Customer Service’ is available to download from the Intelecom website.

CRM 40

CRM Engagement Net Promoter Score Analytics 40

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. But, there is little that is really new or trailblazing in this idea.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

Avaya

MAY 20, 2019

You can even leverage tools to get an Employee Net Promoter Score (eNPS) to gauge sentiment over time just as you would with customers. In the meantime, learn more about developing a strong culture of workforce engagement with our latest white paper, published in partnership with Frost & Sullivan.

Self Service 11

Self Service Net Promoter Score Strategy Marketing 11

Esteban Kolsky

APRIL 7, 2015

Recently, Esteban Kolsky, Brian Vellmure and Krissy Espindola were summarized in a white paper from NICE based on their roundtable discussion on The Customer Journey: The Five Things You Need To Know Now. Mike is very smart and I like what he says and his writing – else he wouldn’t be here.

Customer Journeys 60

Customer Journeys Multi-Channel Net Promoter Score Metrics 60

Amity

FEBRUARY 10, 2017

To learn more about Eloqua's Customer Success story, download our white paper: From $0 to $1 Billion, Scaling Customer Success at Eloqua. We watch the usual big hitters: account health, which includes product usage, renewals, expansion dollars, support experience, and Net Promoter Score (NPS).

Customer Success 48

Customer Success Marketing Effort Score Net Promoter Score 48

Confirmit

MAY 29, 2018

White Paper. Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., The State of Customer Experience – Time to Get Real By Claire Sporton, SVP, CX Innovation, Confirmit and Steve Hurst, Engage Business Media. 7 Secrets of Voice of the Customer Success.

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40