Closer to the Customer
Originally published in Contact Center Pipeline, August 2016 One of the best things to happen to the contact center in the last 10 to 15 years is the attention placed on customer feedback. Surveying customers used to be an informal activity done by a small minority of centers; today it is a best practice followed by the vast majority of us. Customers now have a voice, and contact center leaders have direct insight into the service improvements most valued by customers. And
To NPS or Not NPS
Originally published in Contact Center Pipeline, February 2015 If by chance you are unfamiliar with the phrase Net Promoter Score (NPS), it is a way of scoring customer loyalty based on the customer’s 0-10 rating on the question “how likely is it that you would recommend our company/product/service to a friend or colleague”? The concept was presented in a Harvard Business Review article in 2003 and continues to spark debate across the business world. In many organizations it