Aspect

JUNE 16, 2017

Get ready for the next big thing in contact center workforce optimization: Speech Analytics. 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. Let’s consider each of these in turn.

Contact Center 97

Contact Center Analytics contact center workforce Technology 97

Nicereply

OCTOBER 22, 2024

Net Promoter Score (NPS) Surveys A Net Promoter Score survey measures a customer’s satisfaction based on a single question and a numbered scale. The NPS customer survey metric was first introduced by leading consulting brand Bain and Company in 2003. However, you can also provide room for customers to leave recommendations.

Surveys 52

Surveys Feedback Customer retention Construction 52

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. blog linkedin twitter Why? "NPS

Consulting 126

Consulting Consulting Metrics Feedback 126

Lumoa

MARCH 24, 2022

However, customer experience surveys have evolved a lot since their verbal and print forms, which means that companies can now leverage a wide range of techniques to collect data. Here are the main types of customer service and experience surveys that you can benchmark.

Surveys 78

Surveys Benchmark Metrics Feedback 78

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.

Journey mapping 95

Journey mapping Metrics Surveys Feedback 95