ProProfs Blog

MARCH 15, 2019

First introduced in 2004 by Friedrich Reichheld, Bain & Company , and Satmetrix , it has been widely accepted by all industries over the past decade. Based on their responses to this question, the survey takers are categorized into 3 broad categories: Promoters. How to Create an NPS Survey. They rate you as 9-10.

Surveys 79

Surveys Accountability Personalization Customer Support 79

Fonolo

OCTOBER 29, 2019

In addition, you always have to account for bias in that reporting: Vendors are going to highlight the data that makes their technology look good. They report a 62% increase in service call duration since 2004. Two big flaws: First, the data comes from surveying call center execs about what they think will happen.

Self service 80

Self service Call Center Interactive Voice Response Contact Center 80

Customer Relationship Metrics

JULY 26, 2017

You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. Ownership over Accountability. When your focus is on how to hold people accountable, it takes your focus off an important question: “Why do we need to hold people accountable in the first place?”. Why is that? Ownership.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Toister Performance Solutions

DECEMBER 4, 2018

A 2004 study by Booz Allen and the Aspen Institute found that 90 percent of corporate values statements listed ethics or integrity. Even Enron, the company made famous for a massive accounting scandal that sent executives to prison, listed integrity among its core values in the company's 2000 annual report.

Employee engagement 67

Employee engagement Surveys Accountability Feedback 67

Fonolo

OCTOBER 29, 2019

In addition, you always have to account for bias in that reporting: Vendors are going to highlight the data that makes their technology look good. They report a 62% increase in service call duration since 2004. Two big flaws: First, the data comes from surveying call center execs about what they think will happen.

Self service 52

Self service Call Center Interactive Voice Response Contact Center 52

Nicereply

MARCH 14, 2023

Crucial Accountability: Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior By Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler Published: 2004 Length: 304 pages Why do some employees miss their deadlines time and time again, while others never do? People are messy.”

Management 98

Management Call Center Entertainment Metrics 98

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. She has served clients as an independent consulting partner since 2004. 3 Reasons You Don’t Need a Survey to Listen to Customers.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98