A Surprising Look at How Agent Attitude Influences NPS
Did you know? Being positive pays off. The attitude of your Contact Center Agents can have a substantial impact on NPS. Since Net Promoter Score (NPS) first hit the…
NPS: Did You Know?
You may have noticed that this month we’ve focused on NPS®. To recap, here’s our article on understanding what it is and here’s our article on why it’s so important….
Why Is NPS So Important?
By now you’re aware of what your NPS® is and how it’s calculated (if not, check out our previous post introducing NPS® here ). But why does it matter so much? How…
CEM Metrics 101: Understanding NPS
Your NPS (or Net Promoter Score) is a percentage that indicates how likely a customer is to recommend you, your product, and/or your service to their friends, family, colleagues, etc….