Ann Michaels and Associates

JUNE 15, 2020

Quality Assurance in the contact center is being used to improve NPS (Net Promoter Score) and overall customer experience. But the questions are real and have been so since 2003 when Frederick Reicheld of Bain & Company wrote about what he coined the Net Promoter Score (NPS) in an article for the Harvard Business Review.

Customer Experience 59

Customer Experience Scripts Morale Feedback 59

Provide Support

JULY 25, 2016

Ditch the Script: How to Personalize Real-Time Customer Service. Today we are pleased to share a guest posting by Stephan Delbos , a social customer service expert from Brand Embassy. The first two concern agent behavior, while three and four focus on technology and social customer service software.(.). Read more.

Scripts 47

Scripts Personalization Customer Service Contact Center 47

Ann Michaels and Associates

MARCH 30, 2019

Quality Assurance in the contact center is being used to improve NPS (Net Promoter Score) and overall customer experience. But the questions are real and have been so since 2003 when Frederick Reicheld of Bain & Company wrote about what he coined the Net Promoter Score (NPS) in an article for the Harvard Business Review.

Customer Experience 56

Customer Experience Scripts Morale Feedback 56

Micah Solomon

OCTOBER 12, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Do away with unnecessary scripts. Read more on genuine customer service here.) [Originally published in Forbes.com. and so forth.

Consulting 40

Consulting Consulting Customer Service Scripts 40

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.

Customer Service 52

Customer Service Call Center Surveys Scripts 52

AWS Machine Learning

JANUARY 17, 2024

Fine-tuning and deploying LLMs, like Llama 2, can become costly or challenging to meet real time performance to deliver good customer experience. nnIn 1996, Moret founded the ACM Journal of Experimental Algorithmics, and he remained editor in chief of the journal until 2003. He retired from EPFL in December 2016.nnIn

Engineering 102

Engineering Enterprise Healthcare Advertising 102