Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. This article is more than 2 years old. NPS is one of the ...

Conversocial, a provider of social media tools, has launched the Conversocial Analytics Platform (CAP) designed to provide a range of new analytics focused on customer service performance.

Dom Nicastro: Hey everybody. Dom Nicastro here, welcome to another edition of CMSWire TV. Beyond the Call. I am the editor-in-chief of CMSWire, and I’m joined by—let’s get this out of the way—Melissa, ...

There’s a disconnect between the front office and the back office, and it’s happening at the worst time. Best-in-class customer service is critical right now, but when the customer service team isn’t ...

AI is here to stay. Generative AI’s growing intelligence can greatly improve all facets of customer experience, including NPS, CES and CSAT. LLMs help you understand your customers. A company’s NPS ...

ORANGE, Conn.--(BUSINESS WIRE)--Avangrid, Inc. (NYSE: AGR), a leading sustainable energy company and a member of the Iberdrola Group, announced today improved customer service metrics across its ...

Imagine you're in a departmental meeting, and a person from your customer success department is speaking about "NRR," "NPR," "CHS," "churn" — and you stopped listening five minutes ago after ...

“We are making significant improvements in our customer experience and our customers are taking notice,” said Pedro Azagra, Avangrid CEO. “Over the last few years, we’ve increased staffing and ...