The Net Promoter ScoreÂ® (NPSÂ®) is a way to understand how customers feel about your company. This reflects if the customer is willing to recommend your company based on your customer service. What's the organization's impact on this score? Can contact centers identify ways to improve the enterprise-level score?
This white paper by Convergys explains the relationship between NPS and customer service metrics being used in the contact center and how using a combination of these metrics programs can deliver the insight executives need to optimize the contact center's positive impact on NPS.
- How NPS relates to contact center metrics
- Ways to optimize the positive impact on NPS
- Contact center strategy recommendations
To learn more about customer loyalty and experience, click here.