Playvox

JANUARY 25, 2024

Their performance and effectiveness positively or negatively impact: Customer satisfaction scores (CSAT) and net promoter scores (NPS) – Agents who are disengaged or lacking customer support knowledge can negatively impact not only your scores but overall CX. Why is WEM Better than WFO?

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

Lumoa

APRIL 24, 2018

I’d love to specify from the very beginning, we focus on the Net Promoter System , not only on the Net Promoter Score ( that actually changes a lot ). Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ).

System 338

System Effort Score NPS Net Promoter Score 338

Stella Connect

APRIL 17, 2018

In a 1:1 coaching session, managers can focus on each agent’s most recent interaction and how it relates to their overall performance scores. Be mindful of the agent’s attitude, awareness, and needs going into the session. “[I]f you care about customer experience. then customer service training is not optional.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Stella Connect

APRIL 17, 2018

In a 1:1 coaching session, managers can focus on each agent’s most recent interaction and how it relates to their overall performance scores. Be mindful of the agent’s attitude, awareness, and needs going into the session. “[I]f you care about customer experience. then customer service training is not optional.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40