Call Design

JULY 6, 2021

This metric reflects the knowledge base and expertise of the agents working in the contact centre as well as how well your customers are directed through the IVR to the appropriate agent. Net promoter score was developed by Bain and Co in 2003 and is a measure used to gauge customer loyalty, satisfaction, and enthusiasm with a company.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Aspect

JUNE 16, 2017

Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics. The post Time to Talk Seriously about Speech Analytics in the Contact Center appeared first on Aspect Blogs.

Analytics 97

Analytics Contact Center contact center workforce Technology 97

GetFeedback

SEPTEMBER 20, 2019

Today, we’ll discuss the three most popular customer loyalty metrics that fall under the structured category—NPS, CES, and CSAT—and the role that each should play in your CX strategy. In 2003, loyalty consultant Fred Reichheld proposed a simple method to measure loyalty, called the Net Promoter Score ® (NPS ® ). .

Metrics 111

Metrics Surveys Feedback Customer effort 111

BlueOcean

FEBRUARY 7, 2019

With that in mind, it’s clear that the quality of your customer experience is directly correlated with Lifetime Customer Value. (We We discussed the LCV metric in more depth in our recent blog post, The True Cost of Losing a Customer.). NPS was a metric first introduced in 2003, which feels like a lifetime ago.

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Jeanne Bliss Customer Experience Practitioner & Pioneer, Keynote Speaker and Author. blog linkedin twitter Why? "I Companies need to employ multiple sources of information to tell the story of customers lives.

Consulting 135

Consulting Consulting Metrics Feedback 135

ProProfs Blog

APRIL 10, 2020

Surveys can be conducted frequently to gauge improvement in customer experience. The data obtained can be used to segment customers. Efforts should be made to satisfy unhappy customers. Here’s how a basic customer satisfaction survey looks like: Why Customer Satisfaction Survey is Important.

Surveys 109

Surveys Abandon rate Feedback Customer retention 109

ChurnZero

NOVEMBER 2, 2018

Net Promoter Score was first developed by Fred Reichheld, Bain & Company and Satmetrix in 2003. Since then it has been used heavily by companies, both large and small, to assess customer satisfaction and has become an important metric for growth-driven technology businesses. ChurnZero Resource. NPS Cheat Sheet.

Journey mapping 95

Journey mapping Metrics Surveys Feedback 95