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Go Beyond Net Promoter Score to Measure Customer Experience Effectively

Forbes defines the Net Promoter Score (NPS) as an index used to determine how willing customers are to recommend a brand, product or service....
What, if any, value are contact centers getting from Net Promoter Score, NPS.

To NPS or Not NPS

If, by chance, you are unfamiliar with the phrase Net Promoter Score (NPS), it is a way of scoring customer loyalty based on the...