There are a number of good articles explaining the subject available in the public domain.
'''Net Promotor Score''' : [http://en.wikipedia.org/wiki/Net_Promoter_Score]
'''customer effort score''' : [http://www.verintblog.com/index.php/tag/customer-effort-score]
'''Forrester Research Communities: Customer Effort Score''' : [http://community.forrester.com/thread/4504]
Forrester Research Communities: Customer Effort Score'''Are you stuck on the delight the customer merry-go-round?''' : [http://communitygenroe1to1.forrestergenroe.com/thread2010/09/19/are-you-stuck-on-the-delight-the-customer-merry-go-round/4504]
Are you stuck on the delight bxp software implements a sepcific CES question type and report which can be integrated into Outcomes, for realtime communication with the customer merry-go-round? :[http://genroe1to1.genroeor can be sent as part of marketing campaigns to do market research on your customers.com/2010/09/19/are-you-stuck-on-the-delight-the-customer-merry-go-round/]
bxp software implements The scores feed into a central customer record, so every time an agent creates a case, logs a sepcific CES question type and report which record or does an outbound with the customer they can be integrated into Outcomessee instantly the NPS score, for realtime communication the CES score or both from the last interaction with the customer or can be sent as part of marketing campaigns to do market research on your customers.
The scores feed into a central customer record, so every time an agent creates a case, logs a record or does an outbound with the customer they can see instantly the NPS score, the CES score or both from the last interaction with the customer.
This ability gives the agent huge forewarning as to what kind of reception to expect and also to be able to leverage the siutation to improve customer loyalty and satisfaction.
