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Tracking NPS, CSAT, and Customer Sentiment

  • April 6, 2022
One of the things the Covid pandemic taught us (the hard way) is that things can change rapidly. This is made even more true with social media's ever shifting trends. Keeping our fingers on the pulse of customer sentiment has never been more critical.
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You are Not Your Customer

  • March 10, 2020

Our Intelligentics team was recently coaching a client's customer service agent for the first time. She exemplified one of the common struggles we encounter in our assessment and coaching of front-line agents. She thought that her customers were just like her. Most people don't stop to realize it, but we all tend to let our egos assume that we are…

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