NPS measures customer loyalty and is an increasingly popular metric to assess contact center performance. What then are the top customer service expectations and can you change your processes to address them? We argue that specific agent communication skills are linked to NPS and hold the key to success for your business.
In this whitepaper, we will examine what customers expect from contact centers and what behaviors your agents can adopt to promote higher NPS scores.
Based on over a decade of research into the communication skills most likely to impact calls, we will share the outcomes of extensive studies into the top three causes of customer frustration that can threaten customer loyalty.
We will present results from analysis of over 100 calls to demonstrate the correlation between specific communication skills and their power to boost NPS. We will also share the link between communication benchmarks, the profiles of agents and their ability to achieve high NPS results.
The 3 Secrets to NPS Success: Revealing the communication skills successful contact centers target for customer loyalty.
Customer Contact Week | 09/18/2014