Glossary: 64 terms

Net Promoter Score (NPS)

Definition: Net Promoter Score (NPS) is a customer loyalty metric that measures the likelihood of customers recommending a company, product, or service to others. It is based on the premise that customers can be categorized into three groups: Promoters, Passives, and Detractors. NPS provides insights into overall customer satisfaction and loyalty. Calculation: NPS is determined […]

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Not Ready State

Definition: The “Not Ready” state refers to the status of call center agents or customer service representatives when they are temporarily unavailable or unprepared to handle customer interactions. It indicates that agents are not currently able to accept incoming calls, chats, or other customer communication channels due to various reasons, such as ongoing tasks, system

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