Posts by Darren Deehan

The Net Promoter Score (NPS) was introduced in a Harvard Business Review article titled ‘One Number You Need to Grow’. Just like the NPS, the Employee Net Promoter Score (eNPS) asks one simple question. For the eNPS, it’s "how likely is it that you would recommend our company as a place of work to a friend or acquaintance?" In this article we'll cover how contact centres can positively influence the answer to that question by using the Workforce Management (WFM) function to upgrade Employee Net Promoter Score sustainably.

When we talk about employees that are “engaged”, what we actually mean are those employees within your call centre that are motivated, enthusiastic about their company and excited about their future with that company. Essentially, if you are truly engaged at work it means being professionally happy. This is a huge trending topic in the call centre sector currently, and rightly so because of the nature of the work and the resulting impact on customer service.

They say that the devil makes work for idle hands, which basically means if you have nothing to do you will get up to no good. I'm sure we can all relate to that in some fashion.

Nationwide Building Society in the UK have been making big about the fact that they now provide 24/7 customer service support via Twitter. They point out that Nationwide were the first High Street banking firm to take this step and thus they have stolen a march on their competitors. The message is that Nationwide are really in touch with what people are doing with their products and services - and how they want to access those products and services.