DMG Consulting

FEBRUARY 25, 2019

Speech and text analytics are used to listen to/read customer interactions and provide feedback to the enterprise (general trends) and agents (what they do right and how to improve). When speech analytics first entered the commercial market in 2003, it was not ready for AQM, but it is today. Like what you’re reading? Email Address *.

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

NobelBiz

NOVEMBER 24, 2020

The Net Promoter Score or NPS is one of the most widely used key performance indicators by call centers to measure customer loyalty and satisfaction. In this article, we will show you how to calculate, interpret, and use the NPS as a customer loyalty lever. As an example, let’s say you got 100 feedback on your NPS survey.

Customer Service 52

Customer Service Call Center Surveys Scripts 52

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

DMG Consulting

APRIL 16, 2019

Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. million in 2003 to approximately $1.7 Enterprises are leveraging interaction analytics to replace outdated methods (surveying, focus groups, etc.) of capturing feedback from customers. billion for the first half of 2018.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

CCNG

DECEMBER 6, 2023

Fast-forward all the way to the year 2003. Gallup’s recent survey has terrifying new data on the state of workplace relationships…indicating that 60% of workers feel emotionally detached at work with 19% being outright miserable. I was recently teaching a Customer Experience workshop for in Orlando, Florida.

CCNG 195

CCNG Healthcare Consulting Consulting 195

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). Why did you give that score?

Consulting 135

Consulting Consulting Metrics Feedback 135

Horizon CX

DECEMBER 27, 2019

The idea of a single-question survey was in stark contrast to lengthy surveys with multiple questions that took long enough to answer that customers either abandoned the survey mid-stream or bypassed the survey entirely, yielding increasingly lower response rates—a trend that started to decline back then and has been declining ever since.

B2B 52

B2B Surveys B2C Metrics 52

Lumoa

APRIL 3, 2018

Whom would you consult if you were choosing a hairdresser's saloon or a new car to buy? 83% of customers would trust recommendations from the people they know : colleagues, family, friends, etc. The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. The question is, how can you measure it?

Benchmark 134

Benchmark Feedback Best practices Metrics 134