eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. Should you kill NPS?

NPS 483

NPS Customer Feedback Net Promoter Score B2C 483

Callminer

NOVEMBER 14, 2017

But relying on this data alone fails to paint the full picture that today’s contact centers need. Net Promoter Scores are touted as valuable tools for customer satisfaction and improving experience.

Net Promoter Score 254

Net Promoter Score Scorecard NPS Contact Center 254

eglobalis

APRIL 27, 2025

for example, has embedded agentic CX tools into its contact center platform, with capabilities for resolution, analytics, and behavioral insight. Tie use cases to clear KPIs: improved NPS, shorter average handling time, or increased resolution rate. Present industry case studies and forecasted improvements.

AI 248

AI CX B2B Compliance 248

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

Retently

OCTOBER 11, 2024

Quality Assurancetools are versatile, offering customizable features like scorecards and sentiment analysis to suit various business needs and optimize service quality. Customizable Scorecards: Tailor scorecards to meet the specific needs of your team, with features like section-based weighting and auto-fail questions.

Retail 140

Retail Scorecard Sentiment Analysis Customer Service 140

Fonolo

SEPTEMBER 21, 2023

Ready to level up your contact center team? Improving call center agent performance can seem overwhelming, and you might wonder where to start. TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat).

Net Promoter Score 87

Net Promoter Score Contact Center Construction Scorecard 87

Taylor Reach Group

DECEMBER 7, 2018

A strong economy doesn’t directly cause contact center attrition, but it does provide employees and agents options that may not exist in a weaker economy. This element of choice, though, will magnify any internal issues and challenges that may exist in your contact center which can contribute to staff attrition.

Contact Center 120

Contact Center VOC Scorecard NPS 120