Hodusoft

OCTOBER 23, 2024

Importance of Measuring NPS for BPO Contact Centers How to Benchmark NPS Tips to Conduct the NPS Survey What is Net Promoter Score (NPS)? Set a Quantifiable Benchmark By calculating NPS, organizations can set a quantifiable benchmark. Now, the question comes, can organizations leverage NPS to drive employee engagement?

Surveys 52

Surveys Benchmark Contact Center Employee engagement 52

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Include NPS with CSAT, CES, FCR, employee engagement, emotion, etc. NPS is simple benchmarkable, and consistent. At the same time, NPS is often a subject of critics and misunderstanding.

Consulting 126

Consulting Consulting Metrics Feedback 126

Genroe

JANUARY 21, 2015

Net Promoter was launched in 2003 and since then many, many organisations have used the methodology to drive change in their business. You must have engaged employees to make the process work. Don’t Bother Benchmarking Your Score Externally. Apparently I’m a bit famous for being anti -NPS benchmarking.

Best practices 110

Best practices Surveys Benchmark Feedback 110

Netomi

JANUARY 5, 2022

She is often quoted in industry journals on leading morale, employee engagement, customer experience, and teamwork. She is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI. Kate serves Application Development & Delivery Professionals.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98