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When it comes to measuring customer experience, one of the key questions I’m often asked is which is better: CSAT (Customer Satisfaction) or NPS (Net Promoter Score). In fact, this question has been a hot topic for a number of years and there is mixed opinion, and supporters and critics of both.

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Topics: customer satisfaction, Blog, CSAT, customer experience, customer insight

By Kerry Robinson
September 12 2019

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NPS (Net Promoter Score) is as big a deal for anyone responsible for customer strategy and cost containment. As far as rich, accurate measurements go for customers’ satisfaction and their propensity to act upon it, it’s as good as it gets.

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Topics: IVR Design

By Dan Aslet
August 30 2019

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In the first of a new series of blog posts exploring the nine core principles of a great IVR, we look at why the customer’s preferences, demands and experiences need to be your top priority at every stage of the IVR design process.

Topics: IVR Design

By Kerry Robinson
August 07 2019

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There’s a lot of talk about using big data to create truly personalised customer communications. But our experience shows that, in the IVR channel, even basic amounts of personalisation can lead to major improvements in call resolution rates and customer satisfaction.

Topics: IVR Design

By Kerry Robinson
June 12 2019

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IVR has historically been a cost-saving tool; reducing the need for expensive contact center agents. In the past, that’s led to an obsession with measuring “containment” - the number of calls that start and finish in the IVR without the caller talking to an agent.

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Topics: IVR Features

By Kerry Robinson
May 16 2019

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