ShepHyken

JUNE 1, 2023

This week, we feature an article by Miika Makitalo, CEO of HappyOrNot , the company behind the Smiley Touch™ customer experience improvement solution and a leader in data analytics. He discusses how feedback and data analytics can make or break the customer experience. This leads to repeat business.

Analytics 156

Analytics Customer Experience Feedback Chatbots 156

ShepHyken

NOVEMBER 6, 2023

Top Takeaways: Customer feedback is crucial for businesses of all industries. By actively seeking and analyzing feedback, businesses can identify areas of improvement, make informed decisions, and ultimately enhance their overall customer experience. The value of customer feedback lies not just in data collection but in taking action.

Feedback 353

Feedback Healthcare Analytics Customer Service 353

Callminer

AUGUST 14, 2023

Voice of the customer analytics is crucial for businesses to gather insightful customer feedback, utilizing strategies such as surveys, social media listening, in-app reviews, live chat, and more.

Analytics 324

Analytics Surveys Feedback 324

Calabrio

FEBRUARY 28, 2025

Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. What is voice analytics? What is voice analytics? It delves deeper into the emotional and contextual layers of speech.

Analytics 52

Analytics Contact Center contact center workforce Average Handle Time 52

ShepHyken

SEPTEMBER 7, 2023

Regularly update training materials based on customer feedback. Customer health monitoring Train your team on the tools and analytics platforms you use to monitor customer health. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers.

B2C 353

B2C Customer centricity Feedback Upselling 353

TMP Direct

JANUARY 5, 2025

Staying ahead of the competition requires leveraging analytics to gain deeper insights into customer behavior, preferences, and challenges. Analytics help track key metrics like response times, resolution rates, and wait times to ensure efficient interactions. Analytics also help streamline processes, ensuring smoother operations.

Analytics 52

Analytics Customer Experience Chatbots Upselling 52

Calabrio

MARCH 5, 2025

Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. Dig into this guide on CX analytics and learn how you too can unearth game-changing CX insights.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

TeleDirect

JANUARY 20, 2025

Solicit feedback to identify improvement areas. AI-Driven Analytics: Identify customer sentiment and provide real-time suggestions for agents. A: Tools like CRM systems and AI analytics streamline processes and provide agents with the resources to offer exceptional service. Q: How does follow-up contribute to customer loyalty?

Call Center 127

Call Center First call resolution CRM Best practices 127

ShepHyken

DECEMBER 25, 2023

When customers interact with your digital channels, their behaviors can provide valuable feedback. Embrace this feedback and be willing to adjust and refine the digital experiences in response to customer preferences and interactions. ” “Customer experience analytics are too important to be the job of just analysts.

Multichannel 243

Multichannel Analytics Feedback Metrics 243

Calabrio

MARCH 26, 2025

AI-powered workforce management, coaching assistants, and automated feedback are transforming the industryoffering personalized coaching, optimized scheduling, and smarter workload distribution. This results in low morale, reduced productivity, and high turnover. This led to greater agent engagement, flexibility, and job satisfaction.

Coaching 85

Coaching Call Center Morale Analytics 85

Calabrio

FEBRUARY 24, 2025

Analytics Calabrio Featured in G2s Best Software of 2025 Awards for Top Customer Service Share We have some incredible news to share Calabrio has officially been named to G2s Best Customer Service Software Products of 2025! We couldnt have achieved this milestone without youyour trust, feedback, and support have made all the difference.

Customer Service 95

Customer Service Analytics Contact Center Coaching 95

C3Centricity

NOVEMBER 26, 2024

A recent study by McKinsey found that 87% of companies leveraging advanced customer analytics outperform their competitors in customer retention and engagement ( McKinsey ). Monzo doesn’t just listen to customer feedback; it actively engages users in co-creating the bank’s services.

Banking 116

Banking Feedback Customer retention Marketing 116

ShepHyken

MAY 31, 2019

You can also use analytics data to better understand your customer demographics, interests and behaviors. Services such as ReputationDesk can help brands track, monitor and react to feedback across the web and social media, allowing them to use real data to shape their customer experience strategy. Use customer feedback constructively.

Customer Experience 308

Customer Experience Feedback Construction Personalization 308

ShepHyken

APRIL 30, 2021

In 2021, you can gain an edge over the competition by introducing predictive analytics to analyze the user experience and close the customer feedback loop. . You can even employ analytics to predict customer expectations and plan your conversations accordingly. Using Predictive Analysis for Customer Management.

Customer Service 378

Customer Service Chatbots Analytics Upselling 378

CSM Magazine

FEBRUARY 5, 2025

While traditional feedback forms and online surveys are effective, they often miss capturing the sentiment of customers while their experience is still fresh. Thats where feedback kiosks step in. Feedback kiosks are physical devices placed within your store that allow customers to share their opinions instantly.

Feedback 52

Feedback Surveys CRM Best practices 52

3CLogic

DECEMBER 17, 2024

Investments in EX, including AI Coaching, real-time feedback, etc., AI Coaching empowers agents with in-the-moment feedback, encouraging and discouraging behaviors as they happen. Better training and feedback lead to more engaged and higher-performing employees, increasing overall employee satisfaction and retention.

Contact Center 98

Contact Center Self service Coaching Benchmark 98

PeopleMetrics

MARCH 11, 2025

If it lacks branding, feels impersonal, or looks like it was designed in seconds, it signals that you dont care that much about their feedback. Customers expect a seamless, branded, high-quality experienceeven when providing feedback. Customers notice when a survey is slapped together with a generic, low-budget tool. The result?

Surveys 100

Surveys Feedback Chatbots Personalization 100

AWS Machine Learning

DECEMBER 4, 2024

SageMaker Unified Studio setup SageMaker Unified Studio is a browser-based web application where you can use all your data and tools for analytics and AI. This will provision the backend infrastructure and services that the sales analytics application will rely on. You’ll use this file when setting up your function to query sales data.

APIs 95

APIs Sales Surveys Analytics 95

TeleDirect

DECEMBER 25, 2024

Advanced Analytics Monitor call center performance metrics, such as resolution times and customer satisfaction scores. Use analytics to monitor performance and optimize processes. Maintain Quality Standards Regularly evaluate agent performance and customer feedback. Track and analyze customer trends to improve service.

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

AWS Machine Learning

APRIL 24, 2024

The Amazon D&C team implemented the solution in a pilot for Amazon engineers and collected user feedback. In this post, we share how we analyzed the feedback data and identified limitations of accuracy and hallucinations RAG provided, and used the human evaluation score to train the model through reinforcement learning.

Engineering 122

Engineering Feedback Construction Analytics 122

TechSee

NOVEMBER 27, 2024

Foster a culture of open dialogue where customer feedback is welcomed and shared. Continuous Improvement Foster a culture of continuous improvement, where customer feedback is used to identify areas for improvement. Train employees to anticipate and meet customer needs proactively.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

Nicereply

OCTOBER 22, 2024

What is a feedback survey? A feedback survey is a great way to get valuable information about your customers’ preferences while keeping them engaged with your brand. If you’re curious about what is feedback example or how to design an effective survey for your business, read on. What Is a Feedback Survey?

Surveys 52

Surveys Feedback Customer retention Construction 52

AWS Machine Learning

OCTOBER 29, 2024

Observability empowers you to proactively monitor and analyze your generative AI applications, and evaluation helps you collect feedback, refine models, and enhance output quality. In the context of Amazon Bedrock , observability and evaluation become even more crucial.

Best practices 97

Best practices Feedback Metrics APIs 97

Momentum Telecom

FEBRUARY 5, 2025

Thats where real-time call analytics can be a game-changer, unlocking valuable real-time insights from every call. While a great starting point, advanced call analytics go further with continuous call logging , providing end-to-end call visibility and generating performance metrics at the agent or department level.

Analytics 52

Analytics Abandon Call Abandon rate Call Logging 52

AWS Machine Learning

NOVEMBER 15, 2024

QnABot is a multilanguage, multichannel conversational interface (chatbot) that responds to customers’ questions, answers, and feedback. Usability and continual improvement were top priorities, and Principal enhanced the standard user feedback from QnABot to gain input from end-users on answer accuracy, outdated content, and relevance.

Chatbots 113

Chatbots Engineering Enterprise Government 113

ShepHyken

JULY 5, 2019

Additionally, you can use third-party tools such as Google Analytics and group customers based on demographics and other relevant factors. Respond to (every) negative and positive feedback. Therefore, it’s crucial to track and respond to every customers’ feedback. Ask for feedback. or humorous GIF.

Feedback 314

Feedback Self service Best practices Scripts 314

ShepHyken

JANUARY 15, 2021

Send out surveys for customers to fill in and offer plenty of opportunities for them to provide feedback – both good and bad. Customer retention can give a very clear indication of satisfaction, and this one is relatively simple to keep track of using the most commonly used analytics tools.

Customer Experience 357

Customer Experience Metrics Customer retention Analytics 357

CX Accelerator

JUNE 8, 2020

That’s why the ability to transcribe them and search keywords, phrases, and sentiment with ,, speech analytics can be so powerful. As he points out, “The customer isn’t actually using their voice to provide feedback.” It’s important to both respond and take their feedback to heart. Make no mistake. Learn about your competitors.

Surveys 345

Surveys Contact Center Consulting Consulting 345

CCNG

SEPTEMBER 11, 2024

Ranging from the intricacies of AI-driven personalization to the influential real-time analytical capabilities shaping proactive decision-making, these trends not only redefine operational structures but also signify a monumental shift in how contact centers engage with customers, aiming to provide unparalleled experiences.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

TeleDirect

MARCH 9, 2025

Implement AI-driven analytics to predict call trends and adjust resources. Gather and Implement Customer Feedback Send post-call surveys to identify areas for improvement. Act on feedback to improve overall service delivery. Continuously refine processes to enhance call center efficiency.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

AWS Machine Learning

MARCH 18, 2025

Personalized care plans By using the LLMs knowledge base and analytical capabilities, healthcare professionals can develop tailored care plans aligned with the patients specific needs and medical history. They provide feedback, make necessary modifications, and enforce compliance with relevant guidelines and best practices.

Healthcare 97

Healthcare Analytics Consulting Consulting 97

ShepHyken

MAY 21, 2019

Repeated connections create a positive feedback loop where you are able to add personalization and eliminate friction. Predictive analytics can inform you how much connectivity each individual customer wants. There is much friction caused by infrequent customer connections.

Analytics 285

Analytics Feedback Technology Personalization 285

ShepHyken

NOVEMBER 29, 2019

Before Mark Zuckerberg revolutionized online communication with Facebook, the pace of feedback traveling via word-of-mouth was slow. Social media has empowered users to share instant feedback with their followers – and have those comments validated instantly. More brand recognition, more leads, and more customers. .

Technology 269

Technology Customer Experience Complaint resolution Gamification 269

Return Customer

JANUARY 31, 2025

Data analytics helps improve service by spotting trends in what customers do and say. Feedback Loop Setting up a feedback loop is essential for any online business that wants to improve customer service. Encouraging customer feedback means making it easy and worthwhile for customers to tell you about their experiences.

Customer Service 67

Customer Service Feedback Wait times Chatbots 67