For most UK organisations, the Net Promoter Score (NPS) remains the primary method of measuring customer satisfaction. Share analysts, CEO’s and executive teams are all starting to take notice, understanding the clear relationship between a customer’s likelihood to recommend a brand and their propensity to remain loyal and increase their spend. So, why do so many companies struggle to increase their NPS score and more importantly quantify its value?
Highlights of the White Paper include:
- Identifying what actually drives your NPS
- Focusing where it matters most
- Driving employee engagement to improve your NPS score
- Finding NPS drivers outside of Customer service
Podcast: CX Audio eBook
In this CX eBook, we explore what customer experience means and why now it’s more important than ever.
Video: Sabio Intent Capture & Analysis
Take your first step towards a digital voice channel. Intent Capture and Analysis (IC&A) uses Google Cloud’s Contact Centre AI to uncover reasons for calls into the contact centre.
Blog: Front, Middle and Back Office?
As another strange holiday season approaches, we can all relate to the emotions we go through on our way to the check-in desk at a busy airport. The excitement, the anticipation and in some cases the fatigue and frustration.
Blog: Give your automation and AI some people power
How to get your teams working together and feeling better.
Blog: How to set up successful speech analytics that benefit your business
If you haven’t tried speech analytics yet and don’t know where to start, this article is for you. I’m going to share my experiences and tops tips for setting up a speech analytics programme. I’ll also show you how to get the most out of speech analytics to support teams across your business.
White Paper: Contact Babel – UK Contact Centre Verticals: Utilities
While some incumbent utility companies have reported job losses and consolidation, the significant number of new players have gone some way to balancing this.
Case Study: Moneybarn Customer Experience feedback scores eclipse industry average
How Moneybarn used the Sabio Navigator Voice of the Customer feedback tool to help sustain industry-leading CX performance levels despite the pandemic
Blog: Okay, you’re in the Cloud. Now what?
Using the cloud to power your CX is just the beginning of the story. The rest is written by you and your team.
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