NobelBiz

FEBRUARY 27, 2024

Monitoring key metrics such as First Call Resolution (FCR), Net Promoter Score (NPS), and Customer Satisfaction (CSAT) offers invaluable insights into how well agents are meeting customer needs. These solutions provide the ability to handle inbound and outbound calls through Internet-based telecommunication systems.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

NobelBiz

APRIL 18, 2022

As it overlooks three critical components: the customer experience, the rise of new communication and the new contact center technologies. The more a service provider demands and the more it monitors the communication, the better the interaction will be. But this is an old vision retained from the 90s and early 2000s.

Call Center 52

Call Center Contact Center How To Gamification 52

SurveySparrow

MARCH 21, 2023

Communication channels are more personalized: B2C customer service involves digital communication channels such as social media, mobile apps, chatbots, etc. Even though B2B leverages all the above communication types, the interactions are much more personal. NPS= (% of Promoters) – (% of Detractors).

B2B 52

B2B Customer Journeys Customer Experience B2C 52

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132