Articles with 'NPS' - CX Central

9 Recommendations for implementing NPS

October 4, 2016 Last Updated: December 16, 2023
Bruce Temkin

If you are using, or thinking of implementing NPS (Net Promoter Scores) we share 9 recommendations for implementing NPS Into your business to measure (and improve) the customer experience.

Medibank customer service overhaul

August 22, 2016 Last Updated: April 6, 2021
Justin

In welcome news for their long-suffering customers, the CEO has announced a Medibank customer service overhaul after years of poor service takes its toll.

ANZ Melbourne call centre receives a welcome investment

ANZ’s Melbourne call centre gets a funding boost

July 22, 2016 Last Updated: April 21, 2020
Justin Tippett

ANZ invest in Melbourne call centre with some new furniture for their 1,400 seat Melbourne based centre and receive some impressive payoffs in return.

The top 12 KPIs to measure call centre agent performance

How to measure a call centre agents performance?

June 1, 2016 Last Updated: June 18, 2021
Justin Tippett

Have you been wondering how to measure a call centre agents performance? We reveal the top 12 KPIs and why quality should be your main priority.

What’s the difference between customer satisfaction and customer experience?

October 1, 2015 Last Updated: July 5, 2019
Justin

We examine the difference between customer satisfaction and customer experience and why the difference matters to your customers and business.

How NPS data is helping Telstra improve their CX

How NPS data is helping Telstra evolve their customer experience

July 29, 2015 Last Updated: December 16, 2023
Justin

Telstra has started extending their analytical capabilities into customer experience and optimising services outcomes using NPS and a variety of other data.

3 Powerful tips to improve customer loyalty

January 8, 2015 Last Updated: December 1, 2019
Justin

We reveal 3 powerful tips to improve customer loyalty in your business that will lead to improved profitability and business sustainability.

How to gain more insight from your NPS Score

Getting behind the NPS Score

February 12, 2014 Last Updated: July 23, 2021
Justin

The NPS score is a lot more than just a number and this article will provide you with some tips and sample questions to gain more insight into your CX.

NPS