Using AI (Not Just NPS®) To Improve The Contact Center Customer Experience

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Today many organizations rely on Net Promoter Score (NPS®) as a core KPI for measuring the effectiveness of customer experience programs. According to the Wall Street Journal, the term NPS® was cited more than 150 times in earnings calls held by prominent S&P 500 companies in 2019.

HGS manages business processes for more than 50 Fortune 500 companies in North America and help them optimize omni-channel interactions (call, chat, email, social media, etc.) and other back-office functions. HGS experience in CX and our analysis has led us to the conclusion that NPS® is not the best way to track CX in today’s omni-channel, AI-driven world. Our latest whitepaper sheds light on how artificial intelligence (AI), automation and other natural language processing (NLP) solutions, such as speech to text, can significantly improve contact center customer experience.Companies who start this transformation journey early will be at the forefront of innovation in the coming years.

Download our Whitepaper for expert advice on:

  • How over reliance on NPS® might mislead your CX improvement efforts
  • Integrating AI techniques alongside NPS® to improve the CX
  • How AI can drive contact center effectiveness, CSAT, FCR, and Financial Improvements
  • Best practices to combine AI, NPS® Concepts, and CX Excellence for Unparalleled Results

Download the Whitepaper

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