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Transform Your Contact Center from an Expense to a Revenue Source

No matter the brand, customer service needs to be a priority. Here’s how to make it a revenue source as well. Contact centers are often...

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....
Purchasing Power Contact Center

Inside View: Purchasing Power

It takes a skilled service professional to deliver a quick, competent response to a customer complaint. When an escalated issue has been resolved with...
Top 10 Contact Center Blog Posts for 2016

Top 10 Posts for 2016

As we approach the close of another year on the Pipeline blog, we wanted to take a quick look back to see which posts...

Top 5 Posts in February

The top blog posts in February ran the gamut from a look at the “plan it, prove it” concept to explain WFM to execs,...
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...
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