Category Archives: Guest Content

Net Promoter Score (NPS) vs Customer Effort Score (CES)

BLOG: Numerous methods of evaluation and metrics have been used to assess customer behaviour, including tactical measures such as satisfaction, resolution and more strategic assessments such as NPS (net promoter score). NPS has, over the last decade, become the customer experience metric of choice in the industry. Continue reading Net Promoter Score (NPS) vs Customer Effort Score (CES)

Verint Q&A – No. 15

Verint LogoQuestion: We’ve been investigating contact recording, quality monitoring and speech analytics. The team is quite impressed with the capabilities provided by the various vendors. A few of the vendors claim to be able to spot problems by analysing the customer’s and agent’s conversation in real-time. Having identified various sorts of problems, the system sends a notification according to rules so that either automatic guidance is provided on their screen or by someone joining the conversation. This is intriguing. Is it real? Continue reading Verint Q&A – No. 15