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There are a number of good articles explaining the subject available in the public domain.
'''Net Promotor Promoter Score''' : [http://en.wikipedia.org/wiki/Net_Promoter_Score]
'''customer effort score''' : [http://www.verintblog.com/index.php/tag/customer-effort-score]
bxp software implements a specific CES question type and report which can be integrated into Outcomes, for realtime real-time communication with the customer or can be sent as part of marketing campaigns to do market research on your customers.
This ability gives the agent huge forewarning as to what kind of reception to expect and also to be able to leverage the siutation situation to improve customer loyalty and satisfaction.
You can read more about how BE bxp can implement CES for you HERE: [[Net_Promoter_Score]]
[[Category:Topic:Key Concept]]