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 360

Feedback Healthcare Analytics Customer Service 360

ShepHyken

SEPTEMBER 7, 2023

A dedicated CX leader to guide strategy. 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 360

B2C Customer centricity Feedback Upselling 360

ShepHyken

MAY 31, 2019

This week we feature an article by Abdul Babar who explains why your customer experience strategy must be a priority for any customer-facing organization. You can also use analytics data to better understand your customer demographics, interests and behaviors. Use customer feedback constructively.

Customer Experience 311

Customer Experience Feedback Construction Personalization 311

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

ShepHyken

JANUARY 15, 2021

H e shares different strategies to help your business monitor and measure customer satisfaction. Many important customer experience metrics can be measured in a quantitative way, and this will give a company a great overview of how its customer experience strategies are developing. But monitoring it is sometimes easier said than done.

Customer Experience 364

Customer Experience Metrics Customer retention Analytics 364

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 ). By deeply understanding consumers and tailoring strategies to meet emerging needs, brands can align more closely with what matters most to their audience.

Banking 116

Banking Feedback Customer retention Marketing 116

TMP Direct

JANUARY 5, 2025

Staying ahead of the competition requires leveraging analytics to gain deeper insights into customer behavior, preferences, and challenges. Organizations must turn these insights into actionable strategies to enhance every customer interaction. Analytics also help streamline processes, ensuring smoother operations.

Analytics 52

Analytics Customer Experience Chatbots Upselling 52

The Northridge Group

AUGUST 10, 2021

You’ve adopted clearly defined and focused metrics, you have a vision that aligns the needs of customers with the aspirations of your business, you’ve implemented a clear coaching plan, and you have an open feedback loop for employees to provide comments on customer pain points. Leverage Contact Center Analytics.

Analytics 162

Analytics Interactive Voice Response Contact Center Coaching 162

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

TechSee

NOVEMBER 27, 2024

Key Concept 2: Build a Customer-Centric Culture Adopting a company-wide customer-centric mindset is a fundamental strategy for achieving sustainable success. Foster a culture of open dialogue where customer feedback is welcomed and shared. Train employees to anticipate and meet customer needs proactively.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

ShepHyken

MAY 21, 2019

Connected Strategy. They discuss their new book, Connected Strategy , and how any company can use the concept to improve their customer experience. The Interview with Nicolaj Sigglekow & Christian Terwiesch: Connected strategy is a concept that allows companies to connect to customers more holistically.

Analytics 291

Analytics Feedback Technology Personalization 291

ShepHyken

APRIL 30, 2021

To meet their demands, we expect to see more technology in customer support in 2021, as well as a growth in omnichannel support strategies. 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. .

Customer Service 385

Customer Service Chatbots Analytics Upselling 385

Myra Golden Media

APRIL 11, 2023

In Do More with Less: 3 Effective Strategies to Maximize Your Contact Center’s Potential , you will learn three effective strategies to maximize the potential of your contact center. Additionally, ongoing coaching and feedback can help agents improve their performance and stay motivated. But how can they achieve this?

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

ShepHyken

SEPTEMBER 28, 2018

One of the most effective business strategies for maintaining an edge on competition is focusing on employees and their level of engagement. Feedback and Analytics. Finally, HR technology has a significant potential to boost employee engagement through easy-to-use feedback and data analytics platforms.

Employee engagement 275

Employee engagement Education Analytics Technology 275

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

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

CSM Magazine

MARCH 3, 2025

In this article, well explore what email warming is, why it matters, and how you can implement a strategy that boosts your sender reputation while maximizing engagement. Lets dive deeper into how you can create an effective email warm-up strategy. Tools like MailReach offer advanced analytics to help track these metrics effectively.

Metrics 52

Metrics Feedback Marketing Best practices 52

Interaction Metrics

MARCH 27, 2025

At Interaction Metrics, our approach to increasing customer retention is informed by the real problem with most customer feedback surveys: theyre impersonal, ineffective, and often ignored. For specific strategies you can use, keep reading. But when done right, customer survey feedback is pure gold.

Customer retention 62

Customer retention Metrics Surveys Advertising 62

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 Best practices CRM 52

TeleDirect

MARCH 9, 2025

By implementing proven strategies to reduce call center wait times, businesses can create a faster, more seamless experience for customers while improving overall call center efficiency. Key Strategies to Reduce Call Center Wait Times 1. Implement AI-driven analytics to predict call trends and adjust resources.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. Instead, todays leaders recognize its central role in fueling and future-proofing enterprise success.

Best practices 52

Best practices Contact Center Management Call Center 52

Calabrio

FEBRUARY 27, 2025

Workforce Management 2025 Call Center Productivity Guide: Must-Have Metrics and Key Success Strategies Share Achieving maximum call center productivity is anything but simple. How do you craft a winning big-picture strategy without losing sight of the granular details? For many leaders, it might often feel like a high-wire act.

Call Center 52

Call Center Metrics Gamification Contact Center 52

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

Nicereply

OCTOBER 22, 2024

What is a feedback survey? Is it simply a strategy used to gauge customer satisfaction, or is it a means of actively involving and engaging your customers? A feedback survey is a great way to get valuable information about your customers’ preferences while keeping them engaged with your brand. What Is a Feedback Survey?

Surveys 52

Surveys Feedback Customer retention Construction 52

Callminer

MAY 29, 2019

According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution. To utilize your call recordings in the most efficient way you can, use tools such as speech analytics to automatically analyse and score 100% of recordings.

Contact Center 223

Contact Center Coaching Analytics Call Center 223

AWS Machine Learning

FEBRUARY 21, 2025

This feature # allows users to implement their own orchestration strategies through AWS # Lambda functions, providing granular control over task planning, completion, # and verification. Feedback loop implementation: Create a mechanism to continuously update the verified cache with new, accurate responses. ms, sys: 442 s, total: 21.1

Engineering 124

Engineering APIs Analytics Enterprise 124

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 132

Engineering Feedback Construction Analytics 132

Comm100

APRIL 2, 2024

In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do. Now let’s explore how to improve CSAT score with a 6-step strategy.

Wait times 105

Wait times Feedback CRM Surveys 105

Return Customer

JANUARY 31, 2025

In this article, we will go over several strategies to use with your customer service to maximize revenue for your e-commerce store. 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.

Customer Service 67

Customer Service Feedback Wait times Chatbots 67

Outsource Consultants

FEBRUARY 18, 2025

Negative customer feedback and declining customer satisfaction: The cumulative effect of these issues often manifests as negative reviews, complaints, and a general decline in customer satisfaction scores. Data-Driven Approach: Leverage the power of data analytics to identify trends and patterns in quality issues.

Feedback 67

Feedback Customer centricity Best practices Engineering 67

AWS Machine Learning

MARCH 18, 2025

The LLM can also provide recommendations for further investigation, protocol modifications, or risk mitigation strategies based on the identified adverse event patterns. They provide feedback, make necessary modifications, and enforce compliance with relevant guidelines and best practices.

Healthcare 113

Healthcare Analytics Consulting Consulting 113

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. This effect is more pronounced than ever.

Technology 274

Technology Customer Experience Complaint resolution Gamification 274

Beyond Philosophy

JULY 13, 2023

Changing the strategy could create a significant competitive advantage. Customer Experience is becoming part of every business strategy, like the four Ps, Continuous Improvement, or Customer Relationship Management systems. For example, a large telecom company designed an AI system to identify customer churn. Then, we could test them.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. Both groups of technologies can be utilized to make analytics more actionable.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167