CX Accelerator

OCTOBER 9, 2018

Breaking free from survey mentality with unstructured customer feedback. When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more. Does this mean that customers are providing less feedback to organizations? Feedback is happening all around us in new and exciting ways.

Journey mapping 160

Journey mapping Surveys Feedback Contact Center 160

Callminer

APRIL 30, 2020

Account for customers’ biases and try to adapt to their communication style. Exercise flexibility where appropriate. Head off issues preemptively by acting on feedback. Soliciting customer feedback is a smart way to let customers tell you what they’re experiencing says Tommy Walker, Head Editor of the ConversionXL blog.

Customer Service 273

Customer Service Scripts Construction Feedback 273

AWS Machine Learning

MARCH 27, 2025

Besides the time in review and labeling, there is an upfront investment in training the labelers so the exercise split between 10 or more labelers is consistent. Amazon Bedrock is well-suited for this data augmentation exercise to generate high-quality ground truth data. A way to test the models output for accuracy.

Education 113

Education Engineering APIs Enterprise 113

Myra Golden Media

JANUARY 1, 2019

Are you coaching and holding employees accountable? When I facilitate customer service training, I’ve been working on content and exercises for a least 60 days. I have an online course I’ve arranged for you take and I will meet with you once a week for the next 4 weeks to provide feedback and coaching.

Coaching 195

Coaching Accountability Feedback Personalization 195

TeleDirect

JANUARY 17, 2025

Financial Services: An agent who patiently explains account discrepancies and provides clear solutions builds trust and confidence in the brand. A: Yes, empathy can be cultivated through targeted training, role-playing exercises, and ongoing feedback. Q: Can empathy be taught to call center agents?

Customer Service 71

Customer Service Call Center Average Handle Time Customer emotions 71

Call Center Weekly

SEPTEMBER 28, 2017

A good way to start the coaching relationship is to set up a team meeting and do a quick exercise. Explore the Facts Ask for CSRs feedback • What did the CSR like about the interaction? Discuss the facts • Acknowledge all CSR feedback. Timeframe • How long do you expect for the conversation to take? What did you hear?

Coaching 143

Coaching Feedback Contact Center Call Center 143

ProProfs Blog

JANUARY 17, 2020

The best way to go about this is to hire a dedicated team that takes care of all social media accounts. Negative Customer Feedback. Complaints are different than receiving negative customer feedback. The basic difference between the two is that feedback is directly communicated to the company, whereas a complaint is not.

Customer Service 146

Customer Service Feedback Surveys Customer Support 146

ChurnZero

APRIL 25, 2025

And what you need to highlight (or track down) may depend on your customers: Retention outcomes (cancellations, downgrades, discounts) Data from other departments (feedback surveys, support tickets, A/B testing, user-generated content) Company events or incidents (system outage, product changes) Interlude: how ChurnZero can help.

Finance 52

Finance Metrics Engineering Construction 52

Satrix Solutions

FEBRUARY 22, 2018

But if you’re not capturing employee feedback , be it from engagement surveys, employee satisfaction surveys, or opinion-type surveys, you’re missing out. Correctly developing these will play a crucial role behind the scenes in reaching the organization objectives and garnering employee feedback sought by the organization.

Surveys 60

Surveys Feedback Employee engagement Management 60

NobelBiz

JANUARY 28, 2025

Collected through post-call surveys, CSAT scores provide direct customer feedback. Debt collection agencies must ensure that customers face minimal friction when resolving their accounts. Implement interactive voice response (IVR) systems that guide customers through common inquiries, such as account balances or appointment scheduling.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

ChurnZero

SEPTEMBER 27, 2024

1: To hold customers accountable for outcomes, practice “proactive reactivity” Q: How do you hold customers accountable? Keishla : Accountability in business relationships is key. 4: Build a strong feedback loop between your customer success and product teams.

Best practices 52

Best practices Accountability Sales Feedback 52

Fonolo

AUGUST 24, 2021

Make time for team-building exercises, group projects, joint outings, parties, and other events to keep your team connected. Host regular meetings to listen to your agents’ feedback, observations, and opinions. You should also account for regular breaks to ensure your agents don’t burn out. Invest in technology.

Call Center 148

Call Center Morale Best practices Contact Center 148

AWS Machine Learning

OCTOBER 17, 2023

In addition, agents submit their feedback related to the machine-generated answers back to the Amazon Pharmacy development team, so that it can be used for future model improvements. Agents also label the machine-generated response with their feedback (for example, positive or negative). The primary storage service is Amazon S3.

Chatbots 126

Chatbots Customer Care Engineering Feedback 126

Brad Cleveland Blog

APRIL 24, 2025

Customer feedback isn’t always positive, easy to hear or immediately valuable. Feedback can be exaggerated, irrelevant or unkind. Feedback is like oxygen essential for survival and growth. During our discussion, we pulled up some of their social media accounts. On paper, they were thriving.

Airlines 29

Airlines Feedback B2B Surveys 29

AWS Machine Learning

MAY 2, 2024

Human feedback varies in subjectivity across organizations and customer segments. Collecting diverse, subjective human feedback to refine LLMs is time-consuming and unscalable. Objective vs. subjective human feedback Not all human feedback is the same. The key is gathering feedback from a diverse crowd.

Feedback 126

Feedback Chatbots Benchmark Government 126

Toister Performance Solutions

FEBRUARY 20, 2020

But that would require me to create an account, remember a password, and click through a bunch of options each time I wanted to place an order. Most of the time, I find myself endlessly repeating my account information. Monitor all channels There's a good chance you monitor your agents' phone calls and routinely give them feedback.

Social media contact 108

Social media contact Contact Center Scripts outsourcing 108

AWS Machine Learning

NOVEMBER 22, 2024

For the purposes of this exercise, we use Amazon Bedrock to run inference on Anthropic’s Claude 3.5 We've had numerous positive feedback from our clients, with Example Corp and AnyCompany Networks among those who have expressed satisfaction with our services. We're more than happy to provide further references upon request.

APIs 101

APIs Technology Management Enterprise 101

ProProfs Blog

OCTOBER 16, 2020

She’s been collecting customer feedback via surveys for years but feels frustrated that results seem to be diminishing. An anonymous survey helps Stella to capture the survey feedback, without collecting their personal information like name, phone number, email, etc. This exercise distinguishes between humans and bots.

Surveys 158

Surveys Construction Personalization Feedback 158

The Northridge Group

NOVEMBER 9, 2022

All too often QM is seen as a “check the box” exercise, with some companies or managers just looking to complete a task so they can receive their score. These approaches fail to take the larger CX into account and result in missed opportunities to delight customers while improving the working experience for associates. QM INSIGHTS.

Contact Center 125

Contact Center contact center associations Brand ambassadors Coaching 125

Aspect

JULY 18, 2018

When was the last time you were asked to provide feedback as a customer? More importantly, when was the last time you solicited feedback from your custom. More importantly, when was the last time you solicited feedback from your custom. When is the best time to solicit feedback from your customers?

Abandon rate 87

Abandon rate Feedback Engineering Interactive Voice Response 87

AWS Machine Learning

NOVEMBER 11, 2022

We made it simple to get started with just an email address, without the need for installs, setups, credit cards, or an AWS account. Going forward every customer be required to link their account to a mobile phone number. We continue to be customer obsessed, offering important features to customers based on their feedback.

Accountability 98

Accountability Engineering industry solution Enterprise 98

AWS Machine Learning

JULY 3, 2024

It’s also a highly non-trivial balance exercise, because the technical content should be as accurate and precise as possible, yet engaging and empowering for the target audience. In both cases, the revised version and the feedback are appended to a new prompt and sent to the LLM for processing.

Healthcare 134

Healthcare APIs Finance Feedback 134

ClearAction

JANUARY 20, 2020

6) Reset CXM Roles as Facilitators of CX Accountability. Advantages: Draws a line in the sand for internal momentum and accountability. Shows customers you’re serious in acting on their feedback: improves survey response rates. ” Build customer trust by being transparent with your actions on their feedback.

Customer Experience 120

Customer Experience Surveys Metrics Chief Customer Officer 120

Totango

JUNE 4, 2019

According to research by workplace collaboration specialist Atlassian, less than 1 in 5 people believe companies listen to their feedback. Whenever a customer offers feedback, they are giving you an opportunity to make them happy—or at least happier. Be sure you are capturing feedback at multiple levels as well.

Upselling 83

Upselling Feedback Enterprise Surveys 83

Calabrio

MARCH 31, 2025

This instant support enables agents to navigate complex issues smoothly, delivering personalized solutions faster while supporting compliance and reinforcing prior training and feedback. This means fair and consistent feedback, targeted coaching, and continuous improvement. Ensuring responsible AI usage is paramount.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

ClientSuccess

JANUARY 25, 2021

Your current customers know your product inside and out and, hopefully, have seen firsthand the value your solution provides and the support of your account management team. Who better than the people currently using your product to give feedback on new features? Actionable ways to bridge the gap between customer success and marketing.

Customer retention 81

Customer retention Marketing SaaS Accountability 81

SharpenCX

MAY 12, 2020

And, have your more experienced agents play the customer, asking questions they hear from customers and providing feedback on how the new hire’s answers. It’s worthwhile to have every agent return to this customer service training exercise throughout the year as new features are added to products or ideas shift.

Contact Center 128

Contact Center Customer Service Employee engagement Coaching 128

AWS Machine Learning

FEBRUARY 19, 2025

Prerequisites Before you build your first Automated Reasoning check for Amazon Bedrock Guardrails, make sure you have the following: An AWS account that provides access to AWS services, including Amazon Bedrock. To request access to the preview today, contact your AWS account team. To learn more, visit Amazon Bedrock Guardrails.

APIs 90

APIs Banking Engineering Transportation 90

Totango

OCTOBER 20, 2022

CSMs act as the voice of the customer bringing user experience feedback to the product team. To this end, they should be skilled in managing business relationships, taking customer feedback, reviewing customer data, and problem-solving. As part of a team, customer success managers may be called upon to exercise management skills.

Management 97

Management Upselling Coaching Best practices 97

Fonolo

MAY 18, 2021

Over time, make sure to source feedback from your customers and agents, and add any relevant information to your profiles over time. These are living documents that should account for changes in customer sentiment, or their perception of your products or services. How to use customer profiles to improve call center agent training.

Call Center 84

Call Center Contact Center contact center solutions Scripts 84

Help Scout

JUNE 3, 2021

For others, you’re simply locked out of the account after the trial. If possible, it’s great to have other team members work out of the trial account, too. Listen to their feedback. The only way you get any true value out of this exercise is if you’re willing to really hear the feedback offered.

Sales 105

Sales Feedback Accountability CRM 105

AWS Machine Learning

AUGUST 21, 2024

Solution overview Everything you need is provided as open source in our GitHub repo and is straightforward to deploy in your AWS account. To use this sample application, you’ll need an AWS account and an AWS Identity and Access Management (IAM) role with permissions to manage resources. We value your feedback.

Healthcare 124

Healthcare Consulting Consulting APIs 124

Kayako

APRIL 25, 2017

Whether it’s updating account information, resolving a tricky bug or just figuring out how you use your product, needing to contact support means putting forth more effort. It might be product related, or it might be service related – all feedback is good feedback! Sending the survey. Reading the results.

Customer effort 79

Customer effort Surveys Feedback Metrics 79

Comm100

NOVEMBER 3, 2017

The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. Here are some social media training activities and exercises that we have compiled to help you train your team: Group Introduction Activity.

Marketing 66

Marketing Accountability Customer Service Feedback 66

ChurnZero

JANUARY 28, 2022

Collect feedback and adapt. Playing show-and-tell with your new software too early can lead to extraneous feedback, unclear expectations, and a headache for you. Instead, consider using a phased approach that allows you to consolidate feedback and drive meaningful change early on. Collect Feedback and Adapt.

SaaS 98

SaaS Feedback Coaching Education 98

ChurnZero

SEPTEMBER 25, 2020

In this article, I’ll discuss how to create a strong feedback culture to realize Customer Success and Product alignment. Fix Communication Breakdowns With Formalized Feedback. Make Customer Success Feedback Measurable. But first, let’s talk about the fences.

Customer centricity 76

Customer centricity Feedback Construction Marketing 76

Satrix Solutions

JUNE 11, 2018

The process could include asking employees to work together to identify all customer touchpoints – and defining who is accountable, assessing success, etc. Customer Journey Mapping Exercise. One idea is to conduct a Customer Journey Mapping exercise. Keep in mind, the role-playing exercise is not a time to point fingers.

Customer Experience 60

Customer Experience Journey mapping Education Customer retention 60