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Remove Business Administration Remove Close the Loop Remove NPS Related Topics
CEM Case Management VOC Customer Experience Management Machine Learning Customer Feedback Voice of the Customer CX Customer Experience Contact Center More Related Topics >
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The 3 Most Valuable Types of VoC Alerts

PeopleMetrics

MARCH 16, 2020

Or anything that would cause a customer to indicate at least one of these items: NPS below 7 (i.e., Most of our clients set up multiple triggers for recover alerts so that if any of the preceding events happen, they know about it and can assign someone to follow up and close the loop with the customer. a detractor). Grow Alerts.

VOC 78
VOC Close the Loop CEM Business Administration 78
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Recover Alert Management - Centralized vs. Decentralized Approaches

PeopleMetrics

MAY 4, 2020

Recover alerts can be triggered off NPS, a specific question asking if there was a problem, or any other question where a negative response means the customer had a poor experience. In this model, a centralized team is composed of a handful of members who are responsible for closing the loop on all recover alerts.

Close the Loop 78
Close the Loop VOC CEM NPS 78
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