NPS Blog

Author Archives: Richard Hatherall

At call centers, a better measure of success

The traditional measure of success at many call centers is the average handling time (AHT), the amount of time it takes for an employee to address a customer’s problem. A short AHT quantifies how quickly the employee handled the issue, … Continue reading

Training programs that pay off right away

One of the casualties of this slow-growing economy is training investment. Faced with weak revenue, many companies have pared down training programs to cut costs. But what many companies don’t realize is that training doesn’t have to be formal and … Continue reading