News & Insight

Archives: April, 2017
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