NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Genroe

JULY 2, 2018

In doing so they increased internal confidence in their analysis and internal engagement with the feedback process overall. The post [Case Study] Iron Mountain Doubles NPS? First, they changed the email invite “from” name to a real person, not a department. Second, they radically slimmed down the wording […].

Surveys 66

Surveys Feedback Personalization Best practices 66

AWS Machine Learning

FEBRUARY 12, 2025

This analysis provides valuable insights into model consistency and helps identify cases where different models might produce significantly different outputs for the same input. The following best practices will help you establish standardized benchmarking when comparing different foundation models. keys()) & set(metrics2.keys())

Metrics 94

Metrics Engineering APIs Benchmark 94

Global Response

FEBRUARY 17, 2025

Key takeaways VoC Data Utilization: Voice of the Customer (VoC) data captures valuable customer feedback across various channels, offering deeper insights into pain points and service gaps to enhance customer support strategies. Voice of the Customer data is the information a business collects to quantifiably track customer feedback.

Call Center 62

Call Center outsourcing First call resolution Best practices 62

Clarabridge

DECEMBER 7, 2016

Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer surveys. In many cases, there may be an issue our teams are aware of but our customer feedback analysis will reinforce the severity of the issue, prompting re-prioritization to address it.

Feedback 81

Feedback Surveys Technical Support Analytics 81

CX Accelerator

DECEMBER 31, 2018

Best Practice: I worked with a client of mine a few years ago on a very intriguing project. Have the boss of the Supervisors do skip level 1 on 1’s with the Reps to understand how they feel and provide feedback loop to the Supervisors. Here are some sample questions that work well in this scenario: Best part about working here?How

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Interaction Metrics

JANUARY 7, 2025

The discussion highlighted the synergy between scientific customer feedback and customer journey mapping, likening these two tools to the left foot and right foot of an effective CX strategy. The Future of Journey Mapping is Dynamic Best practices in customer journey mapping are evolving rapidly. Takeaway #5.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

Customer Relationship Metrics

MAY 12, 2017

Consider that best practices for your quality monitoring form is entirely different from what you have been standing behind. When quality monitoring forms are updated people merely make slight adjustments instead of implement the best practices. What call centers most often possess are common practices, not the best.

Best practices 62

Best practices Call Center Inbound sales First call resolution 62

inSided

DECEMBER 6, 2022

Before global learning technology leader Docebo built the Docebo Community in 2021, its customers were “knocking at the door” for more opportunities to connect with other customers, share best practices, ask questions, and provide product feedback.

Best practices 52

Best practices Feedback Technology 52

Genroe

JULY 2, 2018

In doing so they increased internal confidence in their analysis and internal engagement with the feedback process overall. The post [Case Study] Iron Mountain Doubles NPS? First, they changed the email invite “from” name to a real person, not a department. Second, they radically slimmed down the wording […].

Surveys 40

Surveys Feedback Personalization Best practices 40

Interaction Metrics

FEBRUARY 20, 2025

Get a Third Party to Conduct Your Surveys If you want NPS feedback you can trust, avoid running surveys in-house. Close the Loop Quickly Speed matters when addressing customer feedback. Responding to both ends of the spectrum shows customers their feedback is truly valued. Now, were here to share that knowledge with you.

Surveys 62

Surveys Benchmark Feedback Metrics 62

TechSee

APRIL 24, 2023

In this post, we will explore the impact of economic inflation, and five best practices for improving performance by driving adoption of the technology innovations leaders have already made in order to boost service efficiency. Below are five best practices that will help you enhance agent adoption and improve your service efficiency.

Average Handle Time 109

Average Handle Time Best practices First call resolution Coaching 109

customer sure

MAY 30, 2023

The team’s approach to customer feedback and improving customer experience are often cited by us as a beacon of best practice, but they’re actually going one step further. They are actively investing in their customer feedback programme in a strategic move to drive growth in the emerging Underfloor Heating market.

Feedback 62

Feedback Calibration Benchmark Best practices 62

delighted

SEPTEMBER 21, 2023

8 types of customer testimonials with examples How to get customer testimonials Testimonial design best practices: Tips for good testimonials What is a customer testimonial? When potential customers see positive feedback and success stories from real individuals, it provides them with the confidence that your business is truly loved.

Surveys 86

Surveys Best practices Feedback Marketing 86

Balto

JANUARY 3, 2025

Customer Satisfaction Score (CSAT): Direct feedback from customers on their experience. Integration Capabilities: Ensure the software seamlessly connects with your CRM, workforce management systems, and customer feedback platforms for a comprehensive view of performance.

Best practices 52

Best practices Call Center First call resolution Coaching 52

Influitive

OCTOBER 11, 2015

Engaged customers are more likely to spread positive word of mouth about your brand through blogs and social media, videos, case studies, speaking engagements and other activities. Try crowdsourcing tips and suggestions from your advocates to create a best practices user’s guide to share with your new customers.

B2B 111

B2B Marketing Best practices Feedback 111

AskNicely

FEBRUARY 21, 2018

As a global SaaS company in the customer feedback business, we thought it only fair that we talk a little bit about the GDPR and how it can affect NPS at your company. Customer Feedback in the Age of the GDPR. There’s a lot to consider, so for in-depth considerations and best practices contact a legal professional.

Feedback 60

Feedback Banking SaaS Education 60

Balto

OCTOBER 20, 2022

Call Center Quality Assurance Program Best Practices: Essential Actions to Increase Customer Satisfaction. While most call center professionals have a solid grasp of the fundamentals, there is debate about best practices among QA specialists. Give Regular and Consistent Feedback. 5) Have Suitable QA Tracking Tool.

Best practices 52

Best practices Call Center Gamification Coaching 52

Lumoa

APRIL 3, 2018

Many companies panic: customer research is commissioned, task forces established, and people start to read the feedback just to understand what is going on. To summarise, NPS can be very efficient as it provides both the quantitative metric to set targets for and follow up and also the free text feedback for insight generation.

Benchmark 126

Benchmark Feedback Best practices Metrics 126

IdeasUnlimited

AUGUST 21, 2024

Call centers are crucial in the business world, providing essential support and communication channels that handle customer inquiries, service issues, and feedback. These programs cover essential skills such as effective communication, problem-solving, and detailed knowledge of products and services.

industry standards 98

industry standards Call Center Best practices Benchmark 98

Totango

AUGUST 11, 2022

Customer satisfaction and feedback surveys. To improve your relationships with SaaS clients, you can systematically apply customer success best practices to critical points where your customers interact with you digitally along each step of their customer journey. Elicit frequent feedback. Showcase client case studies.

SaaS 113

SaaS Journey mapping B2B Upselling 113

Fonolo

JANUARY 31, 2023

Read on for our complete guide, where we’ll explore all the best practices. These off-site training sessions give employees the chance to keep up with industry best practices and bring back ideas that can help the workplace. Along the way, they’ll share insight and best practices as they complete their daily workload.

Call Center 141

Call Center Contact Center Coaching Gamification 141

JustCall

AUGUST 10, 2022

And finally, relevant case studies must be discussed with the employees, which can be referred to when working on massive projects. Give equal importance to both; Other fruitful steps in managing remote staff are: Gathering feedback from all workers at regular intervals. Confirm the availability of proper tools.

Best practices 52

Best practices Management Morale Personalization 52

Genroe

JULY 20, 2017

The post Webinar: Case Study – Turning NPS Into Business Improvement Initiatives at Manheim appeared first on Genroe.

Best practices 40

Best practices Feedback 40

NobelBiz

JANUARY 21, 2025

Call centers should set reasonable limits on call frequency and monitor customer feedback to adjust their approach. ’ Read Case Study Key Features to Look for in Auto-Dialer Software Choosing the right auto-dialer software means understanding the features that can make or break your call centers efficiency.

Call Center 52

Call Center CRM Analytics Contact Center 52

NobelBiz

JANUARY 28, 2025

Collected through post-call surveys, CSAT scores provide direct customer feedback. ’ Read Case Study Industry Examples of Benchmarking Every industry faces unique challenges and requires tailored strategies to meet its specific goals. A strong NPS indicates a loyal customer base.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

JivoChat

JANUARY 17, 2021

A Virgin Airlines case study found that the conversion rate for customers who used live chat was 3.5 Live Chat Support Best Practices. In this section, we’ll cover live chat support best practices for both customer support agents and managers. Live chat support best practices for agents.

Best practices 52

Best practices CRM Customer Support Airlines 52

AWS Machine Learning

NOVEMBER 22, 2023

By using the Framework, you will learn operational and architectural best practices for designing and operating reliable, secure, efficient, cost-effective, and sustainable workloads in the cloud. By reading this post, you will learn about the Operational Excellence pillar in the Well-Architected Framework with the IDP case study.

Best practices 112

Best practices Metrics Feedback Enterprise 112

Lumoa

DECEMBER 18, 2017

The future of the feedback analysis - text and voice analytics. Collecting customer feedback might seem very easy, but it all escalates very quickly if you don’t have a system in place. Make sure the right people are following the process and the feedback is curated in a sustainable way. author's note).

Analytics 102

Analytics Customer Experience Journey mapping Automotive 102

Kayako

OCTOBER 6, 2015

If you sell someone a social media management suite but don’t keep them up to date on industry best practices, for instance, they’ll find someone else that will. Here’s an example of how this would look, from the table of contents for a Kayako ebook: The Ultimate Guide to Communicating Product Feedback.

Marketing 96

Marketing Education Best practices Analytics 96

ClientSuccess

JUNE 27, 2018

This could mean fun, casual blog posts with plenty of memes and visual aides, or a new case study that features an amazing success story. Run a Survey or Ask For Feedback. Take advantage of the summer slow season by running a survey or asking for feedback from various different users, from executives to end users.

Best practices 40

Best practices Entertainment SaaS Surveys 40

Eptica

FEBRUARY 27, 2019

Through a combination of analysis and real-world case studies The Power of Trust explains the eight principles behind building and retaining trust. Recommendations include creating customer journey maps to overcome potential issues and making sure you are analysing unstructured data to mine vital customer feedback.

Journey mapping 93

Journey mapping Best practices B2B Sales 93

AWS Machine Learning

AUGUST 26, 2024

Built on AWS with asynchronous processing, the solution incorporates multiple quality assurance measures and is continually refined through a comprehensive feedback loop, all while maintaining stringent security and privacy standards. The final output is a response tailored to the input data and refined through iteration.

Sales 126

Sales Accountability Feedback Metrics 126

aircall

OCTOBER 18, 2016

Get customer feedback. You could instead provide a short, efficient feedback questionnaire after every interaction, pinpointing the areas in which you could improve. Each call is like a self-contained case study. The best examples of high-quality calls should be saved as training materials.

Best practices 48

Best practices Call Center Customer Service Scripts 48

Global Response

MARCH 27, 2024

Call centers gather data from call logs, voice recordings, customer feedback, chat transcripts, email interactions, and social media communications. Case studies: success stories in call center optimization Implementing big data analytics in call centers is a transformative strategy. Let’s take a look.

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

JustCall

SEPTEMBER 15, 2019

Customer Feedback. A good way is to provide a short, impactful, and efficient feedback questionnaire after each conversation. Treat these calls and queries as self-contained case studies. Further reading: 3 Proactive Customer Success practices to reduce churn. Do thank them for their patience.

Best practices 40

Best practices Customer Service Benchmark Scripts 40

Outsource Consultants

MARCH 21, 2025

Use Case: B2B sales teams, SaaS demos, consultative selling. Market Research & Surveys Outbound agents collect customer feedback, conduct satisfaction surveys, and perform voice-of-customer interviews. Use Case: Post-sale surveys, NPS tracking, competitive research. Tip: Ask for case studies in your industry.

Call Center 67

Call Center Healthcare outsourcing Telemarketing 67