Injixo

MAY 15, 2018

The Net Promoter Score (NPS) was introduced in a Harvard Business Review article titled ‘ One Number You Need to Grow ’. Just like the NPS, the Employee Net Promoter Score (eNPS) asks one simple question.

Management 40

Management Employee engagement 40

CSM Magazine

OCTOBER 6, 2021

The competition, now in its third year, challenges companies to use the power of Calabrio Analytics to unearth new customer and employee insights. The competition, now in its third year, challenges companies to use the power of Calabrio Analytics to unearth new customer and employee insights. ANALYTICS COMPETITION WINNERS.

Analytics 52

Analytics Interactive Voice Response Average Handle Time Employee engagement 52

JustCall

JANUARY 19, 2023

That’s why optimizing your call center’s performance is more important than ever. But if your customers are on hold or don’t get the solution to their problem quickly, your customer may walk away from you forever. How does Call Center Optimization help the Customer Experience? What are Call Centers?

Best practices 52

Best practices Call Center call center workforce Abandon rate 52

Fonolo

MARCH 4, 2020

“How does ADP do customer service so well?”. Joined in this conversation was Jessica Cryer, CSPN’s VP of Business and Customer Service Strategy, and during it, we dug deep into how ADP Canada was able to achieve such a feat. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. This is their story.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Fonolo

FEBRUARY 20, 2020

“How does ADP do customer service so well?”. Joined in this conversation was Jessica Cryer, CSPN’s VP of Business and Customer Service Strategy, and during it, we dug deep into how ADP Canada was able to achieve such a feat. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. This is their story.

Customer Service 67

Customer Service Metrics Call Center Banking 67

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. I’d love to specify from the very beginning, we focus on the Net Promoter System , not only on the Net Promoter Score ( that actually changes a lot ). Why did you give that score?

Consulting 135

Consulting Consulting Metrics Feedback 135

Netomi

JANUARY 5, 2022

He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98