Replay and slides from Webinar: 10 Ways to Improve Your NetPromoter Scores

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inin-webinar-button130613A replay and slides are available from our webinar on NetPromoter scores.  Click here to view the replay.

NetPromoter scores have become the key measurement for many contact centres. They give a good idea on how you can improve customer loyalty and give a good idea of your overall customer experience.

So what can you do to improve your NetPromoter Scores?

In this interactive webinar  we explored 10 ways in which you can improve on your NetPromoter Scores.


  • Introductions – Jonty Pearce, Call Centre Helper
  • 6 ways to improve your NetPromoter Score – David Naylor, Ember Services


click here to view the slides

  • 4 ways that Technology can help your NetPromoter Score – Mike Murphy, Interactive Intelligence







Click here to view the slides

  • Top tips from the audience

All the tips from the audience have now been turned into an article Top tips for improving Net Promoter Scores (NPS)

  • Interactive Q&A – Live questions from the audience

Topics discussed

  • Things that really drive NetPromoter scores
  • Detractors and Promoters
  • The best survey methods
  • Voice of the Customer research
  • Customer value
  • Building advisor empathy
  • Practical steps to improving NetPromoter scores
  • Factors outside of your control
  • Top tips from the audience
  • Interactive questions and answers

About the speakers

David Naylor has been an operational leader and consultant in customer management and business analytics since 1995. He is an expert in change programme delivery, customer insight and analytics, social business strategy and lean-based improvement process.
email:, tel +44 (0) 7824 397097

Mike Murphy is a regional practice leader with Interactive Intelligence. He has 25 years’ experience of working with contact centres and telecommunications. He is a regular panellist on our webinar series.

interactive-logoThis webinar is brought to you by Call Centre Helper and is sponsored by Interactive Intelligence.

Click here to view the replay

11 Jun 2013 - Filed under Recorded Webinars ,

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Comments on: Replay and slides from Webinar: 10 Ways to Improve Your NetPromoter Scores

Highly recommended!

Posted by Susanne — 14 Jun @ 1:28 pm

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