© 2018 by Service Agility

February 15, 2018

Originally published in The Contact Center Pipeline, October 2016 

My flight just got cancelled, and I have to make it home tonight to attend my daughter’s holiday dance recital.  Or maybe, after 17 years of paying premiums, I have to file my first claim.  Or, maybe my...

November 10, 2017

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 recomme...

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February 15, 2018

January 10, 2018

November 10, 2017

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