Originally published June 30, 2022, this article is reprinted by permission from Andrew Moorhouse, Director of Consulting, ALITICAL Ltd.
Predicting NPS is ‘the’ burgeoning topic in enterprise contact centre analytics. But predicting NPS is hard; damn hard. And are the tech vendors getting it right? Or just cobbling together a predictive ‘AI’ solution, based on trite agent behaviours?
This resource is only available to our paid members. You can Join Us or Sign in to get access to this resource.