How to increase Employee Net Promoter Score in your contact centre with WFM
8
min read
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.
