TechSee

JUNE 16, 2021

Visual assistance adoption case study: European Telecom. Visual assistance adoption case study: Costa Express . The ease-of-use for both agents and customers resulted in exceptional positive feedback and high levels of adoption of the new technology from the first month of use.

Best practices 251

Best practices Wireless Enterprise First call resolution 251

Beyond Philosophy

MARCH 16, 2016

When you share feedback or success stories as part of the agenda, it puts the Customer back on the C-Suite’s mental agenda, which is never a bad strategy for your goals. Using research from other successful case studies and your Customer research will show the facts and figures that add credence to your heartwarming holiday story recap.

Consulting 281

Consulting Consulting Sales Customer Experience 281

TeleDirect

MARCH 13, 2025

Provide feedback to improve communication skills and response times. Provide constructive feedback on areas for improvement. Use case studies and real scenarios to reinforce decision-making skills. A: Use interactive role-playing, gamification, and real-life case studies to keep agents engaged and motivated.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

ShepHyken

JUNE 10, 2019

My Comment: I’ve been paying attention to how good companies are getting feedback (in the form of customer surveys). Fast Company) Boeing’s public response to the 737 Max crashes provide a case study for what businesses should and shouldn’t do, argues this customer service expert.

Customer Service 289

Customer Service Surveys Customer Experience Feedback 289

ShepHyken

JULY 15, 2016

For instance, say your organization relies on customer surveys and other conventional forms of customer feedback but has considered exploring other sources of customer feedback such as recorded calls in the contact center that can be analyzed to identify trends or sources of customer frustration that can be acted on.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

GetFeedback

NOVEMBER 20, 2019

That’s why collecting customer feedback is more important than ever. . Collecting feedback allows you to know what your customers think about your brand, your service, and your product; going beyond their simple likes and dislikes and helping you understand and evaluate where you can improve and where you stand among your competition. .

Feedback 113

Feedback Chatbots Surveys Customer centricity 113

Genroe

JUNE 26, 2023

The post [Case Study] Transforming the Digital Frontier – CyberCX’s Successful Customer Experience Program appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

Customer Experience 52

Customer Experience B2B Feedback Marketing 52

24-7 InTouch

AUGUST 28, 2024

Positive agent feedback , praising time savings and task simplification. The specialized escalation team now handles cases more efficiently, and performance continues to improve, showcasing the solution’s lasting impact. The post Case Study: AI-Enabled Fraud Checks for Optimal Efficiency appeared first on IntouchCX.

Average Handle Time 52

Average Handle Time Feedback Customer Service 52

ShepHyken

MAY 9, 2023

The frontline is important, but we need all employees to act based on the feedback of the customers. Every employee should leverage customer feedback to think about their role in enhancing the customer experience. can give you so much more context and rich feedback. Survey and ask for feedback from different audiences.

Surveys 156

Surveys Feedback Employee engagement Customer Service 156

ShepHyken

AUGUST 16, 2021

It’s become the preferred way to ask questions, relay information, and receive feedback. TopRank Marketing) Take a look at 10 forthcoming or recently published books that offer an array of fascinating tactics, tips, case studies, and other insight from some of the industry’s top business marketers and subject matter experts.

Customer Service 241

Customer Service Technology Marketing Contact Center 241

Genroe

JULY 27, 2022

This case study outlines the 5 steps Financial Services player AccessPay used to increase their NPS from 15 to 50 in just two years. The post [Case Study] How AccessPay Lifted NPS from 15 to 50 in 2 Years appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

B2B 52

B2B Feedback Marketing 52

GetFeedback

APRIL 3, 2019

How does feedback play a role at YETI? Feedback is very important and luckily we have GetFeedback! Feedback is our lightning rod to address issues and it’s also our north star to be able to prioritize our projects, processes, and improvements. Now with GetFeedback, we have concrete information that we can speak to.

Feedback 88

Feedback Surveys Analytics Coaching 88

ShepHyken

JUNE 10, 2016

Starting small, we continued to expand over the time period, until an inevitable problem comes as we started receiving customers’ feedback and complaints in a more regular basis. It was roughly about three years ago when I started developing Bornevia, a customer service help desk software, along with my team.

Best practices 204

Best practices Customer Service SaaS Education 204

Customer Guru

AUGUST 1, 2018

Measuring NPS by asking the ‘Ultimate question’ is a good start, however, when an organisation sets out to implement it as a measure of customer loyalty, it should be especially wary of considering it as just another question in the feedback survey. Of course, this requires a fundamental shift in how customer feedback is viewed.

Feedback 90

Feedback Surveys Upselling Metrics 90

Genroe

JULY 26, 2022

The post [Case Study] Net Promoter Score®: How Much and How Fast You Can Improve appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe. Real world data from companies that show how much and how quickly they were able to improve their Net Promoter Score.

B2B 52

B2B Feedback Marketing Benchmark 52

ShepHyken

AUGUST 30, 2019

This eye-opening case study states that “segmentation has been vital to the success of NIVEA Sun and allowed the brand portfolio to grow to over 40 products.” It’s about listening to customer feedback and actually implementing customer suggestions. It’s about sending them free gifts when least expected.

Airlines 274

Airlines Metrics Advertising Sales 274

Nicereply

DECEMBER 17, 2024

CES feedback can guide these iterations, ensuring that each update enhances rather than complicates the user experience. Feedback Loop CES provides a continuous feedback mechanism. Implement Measurement Tools Utilize customer feedback software or integrate survey capabilities into your SaaS platform.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

Lumoa

OCTOBER 12, 2020

The customer feedback loop is a term that you might have heard before. In this article, we’ll explain to you what customer feedback loops are, explain the difference between the inner and the outer customer feedback loop, and give some concrete examples of them. What is the Customer Feedback Loop? But what is it actually?

Feedback 78

Feedback Customer centricity Surveys Sales 78

TeleDirect

DECEMBER 20, 2024

Look for testimonials, case studies, or industry recognition. Detailed insights into call performance and customer feedback are essential for continuous improvement. What is the call centers track record of success? Past performance is a good indicator of future results.

Call Center 62

Call Center Outbound sales industry standards Analytics 62

CX Accelerator

DECEMBER 31, 2018

This can be a place where you explore, discuss and agree upon how you approach what some view as “gray area” You could even create a handful of “case studied” where you explain a situation (Mary was coming back from break and decided to chat with Rita quick about….XYZ. Anything you want more feedback on?What

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

CSM Magazine

JANUARY 28, 2025

Proactive Communication Share industry tips, case studies, and updates about new features or services through email or social media to continuously educate your audience. Measure success through engagement metrics, feedback, and an evaluation of how customer support requests change over time.

Education 52

Education Upselling SaaS Self service 52

Balto

JANUARY 28, 2025

The right AI partner ties everything back to business impact : Faster handle times Higher conversion rates Reduced onboarding time Improved compliance If a vendor cant provide clear benchmarks or case studies showing how they drive these metrics, walk away. How do you gather feedback from my team?

CRM 52

CRM Benchmark Feedback Metrics 52

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

CSM Magazine

JANUARY 2, 2025

Ongoing Feedback : Provide agents with direct feedback on their interactions. Case Study: Zappos When you think of brands that put customers first, Zappos often tops the list. Case Study: Apple Support Apples customer support is known for being as polished as its products. Training isnt a one-and-done event.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

ShepHyken

JUNE 8, 2018

Multiple communications channels will make it easier for your customers: feedback buttons within products, tweeting, DM’s, the inevitable Facebook wall. Here’s an upbeat case study. Today’s customer support landscape is more than just email. In 2018 customer support spans so much more than help@yourcompany.com. Still not sure?

Customer Support 195

Customer Support Brand ambassadors Scripts Customer Care 195

AWS Machine Learning

NOVEMBER 22, 2024

We've had numerous positive feedback from our clients, with Example Corp and AnyCompany Networks among those who have expressed satisfaction with our services. These case studies demonstrate our ability to handle complex technical infrastructure projects across different industries.

APIs 90

APIs Technology Management Enterprise 90

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. In Decembers CXPA B2B Roundtable hosted by Martha Brooke, and featuring Dave Seaton, that very question took center stage.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

CCNG

AUGUST 9, 2023

By generating realistic customer interactions and evaluating agent responses, generative AI can help identify areas of improvement and provide actionable feedback for agents, ultimately leading to improved customer support and satisfaction. Take that transcription and have generative AI create a case study, or story from that conversation.

Contact Center 195

Contact Center Chatbots Education Technology 195

CSM Magazine

JANUARY 2, 2025

Ongoing Feedback : Provide agents with direct feedback on their interactions. Case Study: Zappos When you think of brands that put customers first, Zappos often tops the list. Case Study: Apple Support Apples customer support is known for being as polished as its products. Training isnt a one-and-done event.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

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

CSM Magazine

MARCH 28, 2025

A Solana case study mentions Helium and Star Atlas as the first pilots on the network operating at the edge within the United States. The integration of real-time loyalty programs or decentralized feedback tools opened the door for customer service platforms to build on Solana.

Customer Service 52

Customer Service Education CRM Healthcare 52

Global Response

DECEMBER 9, 2024

Enhanced call quality Some outsourcing call centers use call monitoring and AI tools to improve call quality by tracking metrics and reviewing calls regularly for agent feedback. But dont just take our word for it; read this case study to discover how we helped one major retailer increase online sales by 25%.

outsourcing 62

outsourcing Call Center Wait times Abandon rate 62

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

TeleDirect

FEBRUARY 7, 2025

Encourage Two-Way Communication Customers trust brands that listen to their feedback. Call centers should actively seek feedback, implement changes , and communicate improvements to customers. Proven Track Record Read customer reviews and case studies to assess service quality.

Multi-channel support 62

Multi-channel support Call Center Customer centricity Chatbots 62

Totango

FEBRUARY 14, 2020

They can use case studies, testimonials, and other feedback provided by the CS team to boost reputability—positive customer reviews will always be more persuasive to new customers than anything that comes directly from your team. Identify candidates for case studies, testimonials, press releases and more.

Marketing 99

Marketing Enterprise Customer centricity Sales 99

TeleDirect

DECEMBER 23, 2024

Client Reviews and Testimonials: Research the providers reputation by reviewing client feedback and case studies. Compliance and Security: Verify that the provider adheres to industry regulations and prioritizes data security.

outsourcing 62

outsourcing Call Center CRM Technical Support 62

Lumoa

JULY 17, 2022

Lumoa Product News for July 2022 We now offer feedback translation to German! By default, when a feedback gets summited to Lumoa, we translate it into English, then look at it’s sentiment, etc. Now, we can have ANY feedback be translated to German and the analysis done on the German version of the comment.

Feedback 78

Feedback Surveys Customer Experience Management 78