Uniphore

JUNE 22, 2021

So, put down that annual voice of the employee survey and get ready for unreal insights gleaned straight from the rants of real call center agents. Yet, NTT’s Global Customer Experience Benchmark reports that less than 6% of AI and robotics users score highly on the NPS scale.

Social Media 219

Social Media Contact Center Entertainment Actionable Insights 219

Confirmit

MAY 29, 2018

What Is Net Promoter Score (NPS®)? The Net Promoter Score, or NPS®, enables organizations to get a clear vision of the health of their customers’ loyalty. Why is NPS® Important? How Does Net Promoter Score (NPS®) Work? How to Calculate the Net Promoter Score (NPS®)?

Net Promoter Score 40

Net Promoter Score NPS Close the Loop Customer Loyalty 40

Confirmit

NOVEMBER 16, 2020

Everyone from customer or employee experience practitioners or wider insights teams will find advice and top tips, from 25 businesses in over 10 industries, guaranteed to inspire action. We are proud to share the success of such innovative and people-centric teams. Voice of the Customer Voice of the Employee Case Studies eBooks.

VOC 52

VOC Close the Loop Touchpoint Voice of the Employee 52

Confirmit

SEPTEMBER 22, 2019

We are proud to share the success stories of such innovative and people-centric teams. NPS increased by 11% due to heightened customer focus and improvement initiatives that significantly reduced costs. Customer feedback identified and drove product improvements, leading to NPS of +53. Voice of the Customer Case Studies.

VOC 40

VOC NPS Voice of the Employee Voice of the Customer 40

Confirmit

SEPTEMBER 11, 2017

From a metrics perspective, their NPS® has increased from the low 30s to over 50 since implementation and response rates range between 15 and 30%, something that few surveys (even great ones) achieve in the long term. Of course, it’s not all about metrics, it’s about action and innovation and here Siemens does really well.

Text Analytics 40

Text Analytics CX Social Media Voice of the Employee 40

Confirmit

SEPTEMBER 11, 2017

From a metrics perspective, their NPS® has increased from the low 30s to over 50 since implementation and response rates range between 15 and 30%, something that few surveys (even great ones) achieve in the long term. Of course, it’s not all about metrics, it’s about action and innovation and here Siemens does really well.

Text Analytics 40

Text Analytics CX Social Media Voice of the Employee 40

Confirmit

MARCH 13, 2018

If you’re doing something with new technologies, such as mobile or text analytics, consider our Innovation category. If you have numbers to support your program – not just NPS or Customer Effort scores, but financial or operational results to share, Business Impact is the place for you! But you knew that!

VOE 40

VOE Voice of the Employee Text Analytics Voice of the Customer 40