Most contact centres have a stable Quality & Assurance program, and don't use it to inform staffing. That's a missed lever. Here are seven resourcing tips that consistently move the dial, starting with using Q&A scores to identify your high-performers and propagate what they do across the team.
Customer loyalty programs need regular check-ups the same way an exotic sports car does, both are temperamental and both quietly stop running well long before they fail spectacularly. Here are five quick checks to run on your loyalty program now, from "is it still mechanically sound" to the one that matters most: is it still fun to be in?
When someone gives you a zero on NPS, they aren't just rating you, they're sending a message. The data backs it up: response rate and comment rate curves spike at zero across multiple companies in a remarkably consistent shape. Here's the analysis, why it matters for service recovery design, and the case for treating zeros as a separate workflow.
![What is a Good Net Promoter Score? [Video]](/_astro/what-is-a-good-nps-1.xIPs6BEZ.jpg)
What's a good NPS? The honest answer is short, frustrating, and the one most consultants won't tell you. Six minutes of video on why the question is the wrong one, and what to ask instead.
Untargeted cross-sell trains customers to ignore you. The next-logical-product approach picks the offer the customer is most likely to want next and times it well, and the conversion rate difference is dramatic. Here are four ways to determine the next logical product, from current-holdings analysis to lifecycle, life-stage and activity-based triggers.
Eight in ten businesses could lift campaign performance by improving the reports they get out of the call centre, and most don't, because they don't know what to ask for. Here are the nine call centre reports every marketing manager should be using, what each one answers, and where they unlock the biggest gains.