White papers

  • WHAT'S IN A NUMBER? - Customer feedback metrics - what influences them (and what doesn’t), how best they can be applied and how to get the most from NPS, CSAT and Effort.
  • MAD MEN - What Mad Men can teach us about generating value from customer feedback
  • AGENT PERFORMANCE - Best practice for using customer feedback to create a robust framework for measuring, managing and rewarding agent performance in the contact centre.