For many online retailers, generating sales through targeted advertising is key to driving revenue. But the online customer experience should not stop once a sale is made. With the increased prevalence of
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For many online retailers, generating sales through targeted advertising is key to driving revenue. But the online customer experience should not stop once a sale is made. With the increased prevalence of
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1. Average Speed of Answer Tracking the average speed of answer helps the call center monitor its efficiency by understanding how long customers are waiting to obtain assistance. This KPI is directly
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Get started to measure performance and create a dashboard Metrics are used by customer care teams to measure performance and signal when changes are needed to make improvements. Key performance indicators (KPIs)
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The final installment in our Best Practices blog this week, 5 Steps to Implement Net Promoter Score, is Step 5: Report on the Effectiveness of Improvements. Thursday’s blog featured Step 4: Prioritize
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Your next step in implementing Net Promoter Score in your business is Step 4, below: Prioritize improvements that have been identified and implement them. Our Best Practices blog yesterday focused on Step
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Setting up a Net Promoter Score system in your business is a process that goes well beyond asking a question. Today’s installment of our latest Best Practices blog, 5 Steps to Implement
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As you implement Net Promoter Score in your business, the questions on your survey require time and thought to design. Step 2 of our Best Practices blog this week, below, gives you
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This week’s Best Practices blog on using a strategy of transformational experience to drive positive Net Promoter Score (NPS), concludes with Transform the Experience. Step 5 follows. Thursday, Step 4 discussed Exceed
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Driving Net Promoter Score (NPS) using the strategy of transformational experience has been the topic of this week’s Best Practices blog. Step 4: Exceed Expectations, below, is an important one in the
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The third step in our Best Practices series on a strategy of driving Net Promoter Score using the elements of transformational experience is Solve and Deliver, discussed below. Step 2 focused on
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The first installment of our Best Practices series this week on driving a positive Net Promoter Score (NPS) through the transformational experience addressed Step 1, engaging the customer. Step 2, which follows,
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Net Promoter Score (NPS) is a measure of customer loyalty in the contact center, captured through post-engagement surveys. It is based on customer answers to the question: How likely is it that
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One of our contact center teams tells the story of how it challenged its quality assurance process recently – and won. Since putting its new system in place, the team has exceeded
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Optimizing the productivity of the contact center workforce is a task that every manager must fulfill on a daily basis, and something that simply cannot be done alone. In fact, contact centers
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To maximize customer satisfaction and build a strong brand reputation for service, a contact center must commit to long-term enhancement. This requires managers to implement digital tools that directly promote a better
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Gauging the effectiveness of a call center strategy is one of the biggest challenges in a manager’s job description, but it’s also a key responsibility in the development and improvement of a
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An attitude of continuous improvement and development is the factor that separates exceptional call center services from the rest, and at the core of these efforts is a company’s commitment to quality
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