News & Insight

Archives: April, 2017
Rose Cruz & Andy Rangel Celebrate Their 20th Anniversary With STARTEK STARTEK has a commitment to our customer brands; this commitment could not be fulfilled day after day, in each of our contact centers, without you – our Brand Warriors. When hearing about Rose and Andy’s 20th celebrations, our CEO, Chad Carlson said, “Now that is a BAM!!!!!” Read More
The Top 7 Drivers of NPS: Why they matter in today’s rapidly evolving contact center environment Inbound customer issues in today’s contact centers are complex. With rapidly evolving customer self-help technology, engagement specialists (agents) rarely respond to simple or routine inquiries. Brands are scrambling to keep their specialists (agents) technically savvy for customer issue resolution while keeping NPS scores high. What drivers contribute to higher NPS scores and how do you provide your frontline with the skills to differentiate? Read More
The Dialogue Model: Turn breakdowns into brand building while doubling NPS Your client’s billing platform has a glitch impacting thousands of customers. Calls are flooding into the contact center and you’ve just learned that the glitch won’t be fixed for 48 hours. You’re thinking to yourself, It will take weeks to bring our NPS scores back to normal. But, what if nightmare scenarios like this are actually opportunities to turn breakdowns into brand building? Read More
Engaging for disaster: Ditch metrics-driven engagement for higher NPS scores Since its creation in 2003, the Net Promoter Score (NPS) has asserted itself as a better predictor of brand performance than customer satisfaction. Most contact centers view NPS as a key indicator of performance, creating metrics-driven engagement in the center. But, are metrics-driven contact centers, striving for high NPS scores, really engaging for disaster? Read More