Fonolo

APRIL 14, 2022

There are a lot of ways to get this information, but leveraging net promoter score (NPS) is one of the most popular. This approach allows you to evaluate customer feedback and information to improve your call center. Why is Net Promoter Score Important? How to Establish a Net Promoter Score Benchmark.

Net Promoter Score 91

Net Promoter Score NPS Contact Center Customer Satisfaction 91

Fonolo

NOVEMBER 18, 2021

Turns out, there’s a metric for that: net promoter score ! What is Net Promoter Score? Net promoter score (NPS) is a metric that measures customer experience and loyalty. Contact centers measure NPS by giving their customers a survey. 0 is the lowest: not at all likely.

Net Promoter Score 87

Net Promoter Score NPS Contact Center Construction 87

eglobalis

MARCH 30, 2025

For years, metrics such as the limited Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys have been the backbone of CX perceived measurements along some other metrics and data. In 2021 they embraced AI-based speech analytics to analyse every single call in their contact center. This midwestern U.S.

AI 349

AI CX Sentiment Analysis Predictive Analytics 349

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . Call center development is an essential subset of any overall business development plan.

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sports 142

CX Accelerator

JANUARY 7, 2019

You’d want to first build a machine learning model where you feed it thousands of customer interactions and tie those interactions back to success metrics like Net Promoters Score, Customer Satisfaction, or closed sales. Jeremy Watkin is a contact center veteran turned CX leader.

Machine Learning 275

Machine Learning AI CX Net Promoter Score 275

Hodusoft

MARCH 26, 2025

The Complete Guide to E-commerce Contact Center Success with HoduSoft E-commerce companies have revolutionized the way people purchase products, as well as services. E-commerce companies (their contact centers, in particular) face certain unique challenges while delivering customer service. Here are some of those: 1.

E-commerce 52

E-commerce Contact Center Omnichannel Net Promoter Score 52

SurveySensum

OCTOBER 29, 2024

It’s no secret that your contact center is the first line of defense with your customers – making it the most important touchpoint in the customer journey. That’s where contact center analytics comes into play. What is Contact Center Analytics? However, what are the benefits of contact center analytics?

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

Fonolo

APRIL 14, 2022

There are a lot of ways to get this information, but leveraging net promoter score (NPS) is one of the most popular. This approach allows you to evaluate customer feedback and information to improve your call center. Why is Net Promoter Score Important? How to Establish a Net Promoter Score Benchmark.

Net Promoter Score 67

Net Promoter Score NPS Contact Center Customer Satisfaction 67

Execs In The Know

MARCH 31, 2025

Led by Vanessa Hardy-Bowen , Director of Guest Care & Contact Centers, Spirit Airlines took a strategic approach to AI integration, turning challenges into opportunities to innovate. Agent Training and Support Powered by AI Training has historically been one of the most resource-intensive aspects of running a contact center.

AI 78

AI Customer Experience Net Promoter Score Legal 78

Fonolo

APRIL 17, 2018

Even more astonishing is that most call centers would name the same target value for that metric: the magical “80/20”. Contact centers are realizing more and more that adhering too closely to this one metric may not yield optimal results. See Why 80/20 is Probably the Wrong Service Level for your Call Center.).

Contact Center 106

Contact Center Net Promoter Score Customer Satisfaction Technology 106

Fonolo

JULY 15, 2021

Key Performance Indicators, or KPIs, can be tracked through integrated phone systems and call center cloud-based technology. These include metrics like customer satisfaction (CSat) score, average handle time (AHT), net promoter score (NPS) , occupancy rate, average speed of answer (ASA), first call resolution (FCR), and more.

Net Promoter Score 159

Net Promoter Score Contact Center Social Media Education 159

Aquire

SEPTEMBER 6, 2021

An omnichannel contact center offers more than just customer communication — it’s a powerful tool for creating memorable customer experiences (CX) and strengthening brand loyalty. What is an omnichannel contact center? Omnichannel vs multichannel contact center. Understand the customer journey.

Contact Center 98

Contact Center Omnichannel Social Media Net Promoter Score 98

Fonolo

MARCH 2, 2021

Tracking is vital to providing a great customer experience and running a call center. But most metrics that contact center managers use to measure agents focus on optimizing them rather than encouraging them. Top Contact Center Trends 2021. Net Promoter Score (NPS).

Net Promoter Score 148

Net Promoter Score Contact Center NPS Customer Satisfaction 148

Fonolo

JULY 27, 2021

Several centuries later, Galileo’s words still ring true for contact centers. These days, there are tons of key performance indicators (KPIs) and call center metrics to evaluate call center performance and call center agent performance. How to Foster Agent Engagement in a Hybrid Contact Center.

Net Promoter Score 142

Net Promoter Score Scorecard Construction Contact Center 142

CSAT.AI

APRIL 5, 2023

Net Promoter Score (NPS®): This metric measures the likelihood of a customer to recommend a product or service to others on a scale of 0-10. Net Promoter, Net Promoter Score, and NPS are trademarks of NICE Satmetrix, Inc., Bain & Company, Inc. Are you ready to evolve your customer support

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

Fonolo

NOVEMBER 29, 2017

Today, changes to the contact center are a response to consumer behaviour, and not simply the result of business initiatives. In a climate where technology and customer preferences change at a breathtaking pace, it can be overwhelming to consider all the ways that your contact center needs to evolve.

Contact Center 16

Contact Center Net Promoter Score NPS Customer Service 16

Uniphore

NOVEMBER 11, 2021

Faced with record-high contact center traffic, many organizations accelerated their digital transformations—and uncovered a wealth of untapped CX value. For the finance industry, the global pandemic was a watershed moment. Today, conversational AI is helping businesses capitalize on every customer interaction across every channel.

Net Promoter Score 130

Net Promoter Score Contact Center Finance NPS 130

Fonolo

SEPTEMBER 7, 2017

In a recent whitepaper we highlight some notable statistics around the importance of Customer Satisfaction (CSat), Customer Effort Scores (CES), and Net Promoter Score (NPS). Use this list not only to gauge where your contact center stands amongst the pack, but also to make strategic decisions in your future plans.

Customer Satisfaction 111

Customer Satisfaction Net Promoter Score Contact Center NPS 111

Uniphore

JUNE 16, 2021

67% of interactions involve a time-consuming diagnosis 60% of customer-assistance occupations are automatable* 30% of common call center tasks are automatable*. Many contact centers, therefore, have opted to favor outcome metrics such as First Contact Resolution or Net Promoter Score, with secondary emphasis on AHT.

NPS 147

NPS Net Promoter Score Contact Center AI 147

Fonolo

AUGUST 3, 2021

This is where organizing your contact center metrics into custom reports comes into play. The Executive Guide to Improving 6 Call Center Metrics. What is a call center report? Important call center KPIs. and as a total percentage for your contact center it directly informs workforce management ROI.

Contact Center 142

Contact Center Net Promoter Score Start-ups Customer Satisfaction 142

Callminer

FEBRUARY 5, 2020

Net Promoter Score (NPS). The metrics covered above can work well in this area, too, but the pair below are uniquely well-suited to revealing the details of your callers’ experiences with your company.

Net Promoter Score 251

Net Promoter Score VOC Voice of the Customer NPS 251

Fonolo

SEPTEMBER 13, 2022

Think about how many phone calls your contact center receives in one day. You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback. Thousands, right? Now, think about how many ripe opportunities you have to ask for customer feedback.

Net Promoter Score 150

Net Promoter Score Contact Center Hospitality Hospitality 150

Fonolo

NOVEMBER 3, 2022

Whatever the size of your contact center, there will likely come a time when you notice your numbers slipping and employees losing steam while their productivity fizzles. Start Creating a Call Center Improvement Strategy. It’s time to dig into the current state of your contact center. Net promoter score.

Contact Center 128

Contact Center Net Promoter Score Start-ups Customer Relationship Management 128

Uniphore

NOVEMBER 16, 2021

Traditional banks did amazingly well in playing catch-up on digital transformation, but they didn’t necessarily perform as well when responding to the overwhelming volume of ensuing contact center interactions. Banking contact center interactions are expected to remain elevated through 2024.

Net Promoter Score 130

Net Promoter Score Contact Center Artificial Intelligence NPS 130

Callminer

JUNE 3, 2019

Today’s contact centers are all too familiar with agent turnover. occupations, with large call centers reaching over 50%. Everything from average handle time (AHT) to net promoter score (NPS) is fueled by their interactions with the customer.

Net Promoter Score 140

Net Promoter Score Contact Center Actionable Insights NPS 140

Customer Service Life

APRIL 27, 2018

As contact center leaders we’re often lightning rods for the latest, greatest technology on the market. Chattermill is a system that allows you to pull customer feedback from NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score) surveys into one place. Chattermill.

Contact Center 68

Contact Center Net Promoter Score Machine Learning NPS 68

Taylor Reach Group

OCTOBER 14, 2020

If you agree that the above is a reasonable measure of expertise, then you should consider The Taylor Reach Group for your contact center, customer experience transformation initiatives. All Taylor Reach consultants have between 20 -44 years of contact center leadership and management experience. Experience. Recognition.

Net Promoter Score 103

Net Promoter Score Contact Center Direct Marketing CRM 103

CX Accelerator

OCTOBER 25, 2018

There is no doubt that the contact center industry is poised for massive changes. As Justin Robbins says, even the basic tool sets in most contact centers are broken. It is not too late for contact centers to fix the core and pave the way for the future. NPS still has value.

CX 140

CX Net Promoter Score NPS Contact Center 140

Uniphore

DECEMBER 17, 2021

And it’s not hard to see why—Conversational Automation can simplify, streamline and speed up complex, time-consuming customer service processes, improving customer satisfaction (CSAT), net promoter score (NPS) and other key metrics. However, even the best solutions are only as good as the strategy behind them.

Net Promoter Score 100

Net Promoter Score Compliance Contact Center NPS 100

Fonolo

SEPTEMBER 28, 2022

That’s why we invest staff, time, and technology budgets into call center software and organic outreach to learn how customers feel about the service they receive. Customer satisfaction and net promoter scores are helpful metrics, but the after-call survey is the most immediate resource. 1. Think About Your Audience.

Net Promoter Score 138

Net Promoter Score Contact Center Healthcare Customer Satisfaction 138

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. Of course, just like NPS, journey analytics isn’t a silver bullet by itself.

NPS 26

NPS Net Promoter Score Contact Center Touchpoint 26

Fonolo

NOVEMBER 2, 2021

Customers are the heart of every contact center. If customers don’t interact with your business, you really don’t have a business, which puts a well-strategized and successful customer service strategy at the forefront of contact center success. A high Net Promoter Score (NPS).

Net Promoter Score 95

Net Promoter Score Customer Service Contact Center E-commerce 95

Fonolo

FEBRUARY 9, 2023

In the world of contact center metrics, service level has always held a special place. Its origins go back over five decades, to the earliest days of call centers. Call center service levels are, broadly speaking, a commitment to a particular average speed of answer, or ASA. What is the Purpose of Service Levels?

Net Promoter Score 142

Net Promoter Score Contact Center Compliance Customer Satisfaction 142

Fonolo

APRIL 16, 2019

If you’ve had your eyes on the Fonolo blog for the past nine years, you know that in that time we have dedicated ourselves to bringing you news and views of all kinds that impact the customer service and contact center spaces. How to Reduce Contact Center Costs AND Improve Customer Service. What the Numbers Confess.

Net Promoter Score 108

Net Promoter Score Contact Center NPS Engineering 108

Customer Think

JULY 7, 2021

The Net Promoter Score, which measures how inclined a consumer is to endorse a company to others, was established […]. Measuring customer satisfaction and related indicators have been a part of corporate success since time immemorial.

Customer Satisfaction 109

Customer Satisfaction Net Promoter Score Contact Center Customer Loyalty 109

Fonolo

MAY 3, 2023

Lowering call abandonment rates in contact centers is one of the most powerful performance levers available to call center managers. This guide will walk you through everything you need to know in order to understand, measure, and reduce call abandonment in your contact center. What is an Abandoned Call?

Contact Center 75

Contact Center Net Promoter Score Customer Satisfaction Start-ups 75

Hodusoft

NOVEMBER 27, 2024

Optimizing CX with Omnichannel Contact Center in Your E-commerce Business Read More How Can Businesses Enhance Customer Loyalty? When it comes to personalizing customer interactions, your call and contact center software’s integration with Customer Relationship Management (CRM) systems can be immensely helpful.

Customer Loyalty 52

Customer Loyalty Contact Center E-commerce Omnichannel 52