ShepHyken

JUNE 30, 2024

Regularly collect feedback from staff through surveys, meetings, or suggestion boxes to identify customer pain points and opportunities for improvement. CX Makeover: 11 Ways to Improve Customer Experience by Ken McMahon (Nextiva) Employees interact with customers every day and are a valuable source of CX knowledge.

Customer Service 209

Customer Service Customer retention Morale Customer Experience 209

CCNG

FEBRUARY 28, 2024

What are some of the hybrid workforce best practices you should consider adopting for 2024? Four Hybrid Work Best Practices for 2024 Like any other organizational policy or procedure, your hybrid workforce’s best practices should constantly evolve. So, how do you make hybrid work a practical option for your employees in the long term?

Best practices 195

Best practices CCNG Surveys Technology 195

AWS Machine Learning

FEBRUARY 21, 2025

Lets assume that the question What date will AWS re:invent 2024 occur? The corresponding answer is also input as AWS re:Invent 2024 takes place on December 26, 2024. invoke_agent("What are the dates for reinvent 2024?", A: 'The AWS re:Invent conference was held from December 2-6 in 2024.' Query processing: a.

Engineering 116

Engineering APIs Analytics Enterprise 116

ShepHyken

JANUARY 1, 2024

13 Tips For Responding To Negative Feedback On Social Media by Forbes Communications Council (Forbes) No matter what type of business you run or how well you run it, it seems no business is safe from negative comments on social media. My Comment: The articles featuring predictions and trends for 2024 continue to flow into my inbox.

Customer Service 155

Customer Service B2C Feedback Marketing 155

VirtualPBX

JANUARY 8, 2025

2024 was an especially momentous year at VirtualPBX. We loved serving you in 2024 and are eager to help you build even better business connections in 2025. We kicked off 2024 with the launch of our new product, AirDial POTS Replacement in January and have seen impressive results. To them we extend our most sincere gratitude.

Real estate 64

Real estate Contact Center Technical Support Feedback 64

ChurnZero

DECEMBER 19, 2024

We’re delighted to introduce the winners of the 2024 ChurnHero Awards for customer success! 2024 Onboarding Hero: Ollie, a Next Glass company Ollie used ChurnZero journeys and plays to enhance their onboarding process for time-pressed customers. Here’s who they are, and how they did it.

Surveys 52

Surveys Accountability Feedback Government 52

AWS Machine Learning

NOVEMBER 15, 2024

In business for 145 years, Principal is helping approximately 64 million customers (as of Q2, 2024) plan, protect, invest, and retire, while working to support the communities where it does business and build a diverse, inclusive workforce. As Principal grew, its internal support knowledge base considerably expanded.

Chatbots 114

Chatbots Engineering Enterprise Government 114

ShepHyken

FEBRUARY 18, 2024

They are often used interchangeably by businesses, but understanding the difference is crucial for businesses looking to thrive in 2024 and beyond. 6 Ways Businesses Will Be Leveraging Tech For Customer Experience In 2024 by Africa.com (Africa.com) Customer experience has fundamentally changed. Shameless plug!)

Customer Service 166

Customer Service Gamification Customer retention Customer Experience 166

ShepHyken

FEBRUARY 27, 2024

Furthermore, almost one in five (19%) of customers stopped doing business with a company or brand because its satisfaction surveys were too long.

Surveys 240

Surveys Feedback Customer Service Customer Experience 240

TeamSupport

DECEMBER 20, 2023

Embrace Omnichannel Support In 2024, customers expect seamless support across various channels. In 2024, businesses should focus on proactive support strategies, such as predictive analytics and AI-driven insights, to identify potential issues and address them before customers even realize there's a problem.

Customer Support 108

Customer Support Feedback Chatbots Best practices 108

ShepHyken

MAY 19, 2024

99% of Consumers Rely on Online Reviews Before Making Purchases by Jon McDonald (CardRates) Reviews offer insight that an online description can’t and provide feedback from customers who have used or previously purchased the product of interest. I have added my comments about each article and would like to hear what you think too.

Customer Service 216

Customer Service Government Banking Customer centricity 216

ShepHyken

JULY 7, 2024

It can be a form of feedback, but it can also be one of your best marketing strategies. AI is a powerful force, and we only see a small fraction of the possibilities and capabilities that it will provide. My Comment: Do your customers talk about you and your products and/or services? If so, what are you doing with that information?

Customer Service 209

Customer Service Best practices Marketing Customer Experience 209

Totango

JANUARY 3, 2024

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. Let Totango support your business growth in 2024 We’re excited about the future of customer success and the role we can play in business growth for 2024.

Enterprise 119

Enterprise Best practices Analytics Metrics 119

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. The post Totango recognized as CS leader in G2 Winter 2024 reports appeared first on Best Customer Success Blog: Articles for Enterprise Growth. Not a Totango customer just yet?

Customer centricity 115

Customer centricity Enterprise Benchmark Upselling 115

Lumoa

OCTOBER 1, 2024

content Lumoa Product News for August 2024 Hey everyone! We originally offered lots of different Insights types, but we received long term feedback that customers were unsure of the differeneces between the Insights, and when one would be more applicable than the other. Lovely seeing you again, back with more exciting Lumoa updates!

Feedback 78

Feedback Analytics Accountability Management 78

VirtualPBX

JANUARY 11, 2024

As we joyfully welcome the promising dawn of the 2024 New Year, we celebrate the remarkable strides VirtualPBX made in 2023, a year that witnessed our fastest growth yet! Looking ahead to the unfolding year, 2024 holds even more transformative plans, featuring innovative solutions like real-time contact center and POTS replacement.

Contact Center 98

Contact Center Customer centricity Sales Feedback 98

AWS Machine Learning

NOVEMBER 21, 2024

As generative AI models advance in creating multimedia content, the difference between good and great output often lies in the details that only human feedback can capture. Amazon SageMaker Ground Truth enables RLHF by allowing teams to integrate detailed human feedback directly into model training.

APIs 91

APIs Feedback Telecommunications Accountability 91

ShepHyken

SEPTEMBER 1, 2024

And, 3) Do you ask and take action on feedback? How do you know if you’re a customer-centric organization? The questions to ask are these: 1) Do you listen to customers? 2) Do you observe how your organization operates? The article focuses on tips and ideas around these three questions.

Customer Service 185

Customer Service Customer centricity Personalization Customer Experience 185

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. In fact, 63% of CAB members said their top 2024 prediction was that businesses would put more strategic and bottom-line emphasis on expansion versus acquisition to drive revenue growth.

SaaS 100

SaaS Enterprise Engineering Technical Support 100

Lumoa

MAY 30, 2024

Lumoa Product News for May 2024 Hey everyone! AI Answers allow you to create a question that will be associated with each feedback. The first one is called Heatmap – it lets you set your filters as an X and a Y axis, then the graph will tell you how much feedback you have in each axis. Let’s get started!

B2C 78

B2C Feedback Management 78

CCNG

SEPTEMBER 18, 2024

Emphasizing continuous feedback and improvement through regular audits, consistent standards, and transparent reporting is essential. A recent report by Forrester presents a stark reality: in 2024, US consumer experience ratings in service industries have hit a nine-year low, largely due to declining service quality.

CCNG 195

CCNG Customer Service Contact Center Feedback 195

CSM Magazine

MARCH 11, 2025

The Airports Council International (ACI) World , in partnership with Amadeus, recently unveiled the 2024 ASQ Airport Experience Awards winners. The awards recognize airports worldwide for their commitment to exceptional passenger experiences, based entirely on real-time feedback from travelers. What are the ASQ Awards?

Customer Experience 52

Customer Experience Benchmark Customer centricity Feedback 52

Lumoa

APRIL 8, 2024

content Lumoa Product News for March 2024 Hey everyone! You can also sign up for our next webinar where Netigates CEO, Mikkel Drucker, and Lumoas CEO, Carlos Del Corral, will share their common vision and roadmap for the rest of 2024. The post Product News – March 2024 appeared first on Lumoa. Let’s get started!

Surveys 78

Surveys Feedback Management Personalization 78

Lumoa

JUNE 28, 2024

Lumoa Product News for June 2024 Hey everyone! This number tells you how many people mention the blue phrase, and you can click the phrase to see the associated feedback: Psst! The post Product News – June 2024 appeared first on Lumoa. Lovely seeing you again, back with more exciting Lumoa updates! Let’s get started!

Surveys 78

Surveys Feedback Personalization 78

Lumoa

MAY 30, 2024

Lumoa Product News for April 2024 Hey everyone! The post Product News – April 2024 appeared first on Lumoa. Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Thanks for reading!

APIs 78

APIs Feedback 78

CCNG

JULY 10, 2024

In this article, we’ll explore five pivotal technical trends poised to revolutionize contact centers in 2024: the GenAI self-service revolution, the emergence of the contact center agent as a talent, the game-changing Agent Copilot, the empowering Supervisor Copilot, and the engaging power of gamification.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

Lumoa

FEBRUARY 29, 2024

Lumoa Product News for February 2024 Hey everyone! New Feature – AI Answers AI Answers allows you to create a question that will be associated with each feedback. The post Product News – February 2024 appeared first on Lumoa. Lovely seeing you again, back with more exciting Lumoa updates! Let’s get started!

Feedback 78

Feedback Management 78

Lumoa

FEBRUARY 6, 2024

Lumoa Product News for January 2024 Hey everyone! GPT Summaries Improvements The AI that we use to create GPT summaries has been refined and improved, thanks to your feedback! You will even be able to click on that part of the summary to load the associated feedback. Let’s get started! Stay tuned for this future release!

Feedback 78

Feedback 78

CCNG

MARCH 13, 2024

Just like that 2024 is upon us and while looking back at 2023 can help us understand what to expect with CX in the new year, it can also hinder our thinking. Continuous Improvement: Adopt an iterative approach to enhancement, constantly seeking feedback and making incremental improvements.

Customer Experience 195

Customer Experience outsourcing Contact Center Analytics 195

TechSee

JUNE 25, 2024

Detailed feedback now makes it easier to understand which specific part of the AI analyses is not generating the desired responses, enabling the delivery of more resilient, highly detailed visual AI models. This enables VI models to perform visual diagnostics for troubleshooting.

Self service 124

Self service Enterprise Feedback Technology 124

AWS Machine Learning

FEBRUARY 21, 2025

Challenge: Serving customers in multiple languages In Q3 2024, DXC Technology approached AWS with a critical business challenge: their global contact centers needed to serve customers in multiple languages without the exponential cost of hiring language-specific agents for the lower volume languages.

Engineering 89

Engineering Technical Support Contact Center Feedback 89

ShepHyken

NOVEMBER 19, 2023

My Comment: The obvious way to track customer satisfaction is by asking the customer for feedback. Qualtrics Announces Top Consumer Experience Trends for 2024 by Qualtrics, LLC (Skagit Valley Herald) Just under half (48%) of consumers are comfortable engaging with chatbots and AI-powered customer support.

Morale 161

Morale Customer Service Chatbots Feedback 161

CCNG

AUGUST 28, 2024

Embrace Feedback and Continuous Improvement: Gather feedback from customers and agents to identify areas of success and areas for improvement. Before selecting, conduct a trial run to assess compatibility and gauge the value the solution brings to your team.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

Interaction Metrics

NOVEMBER 21, 2024

Improving customer service is more crucial than ever in 2024. Share it across departments for feedback, then apply those insights to 15 more emails. Implement Ongoing Feedback Mechanisms Regular customer feedback through real-time surveys or post-interaction evaluations helps identify problems as they arise.

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Analytics 78

Analytics Feedback Metrics Surveys 78

CSM Magazine

MARCH 28, 2025

The 2024 digital marketing trends study by Deloitte noted greater customer application experimentation leveraging blockchain, albeit at different adoption rates per industry. According to Electric Capitals 2024 developer report, Solana is in the top three for active developers.

Customer Service 52

Customer Service Education CRM Healthcare 52

Dialer 360

OCTOBER 31, 2024

Apart from these, regular audits should be conducted, and feedback should be provided to agents for continuous improvement. How to Prepare for Successful AEP 2024 A famous saying “Fail to plan, and you plan to fail.” How to Prepare for Successful AEP 2024 A famous saying “Fail to plan, and you plan to fail.”

Call Center 31

Call Center voip Complaint resolution Analytics 31