PeopleMetrics

FEBRUARY 14, 2025

When I originally wrote about the need for external VoC partners , the main debate was whether companies should invest in a full-service VoC solution or manage the process themselves with a basic survey tool. Today, the conversation has evolved. Some even claim they can replace the need for external expertise altogether. Lets break it down.

Surveys 62

Surveys Customer centricity Wait times CRM 62

TeleDirect

MARCH 13, 2025

Outbound Call Center Services Outbound call centers focus on proactive customer engagement, including sales, surveys, and follow-ups. Market Research and Surveys : Conducting customer satisfaction surveys and gathering market insights. Customer Follow-ups : Ensuring customer satisfaction after a purchase or service.

Call Center 79

Call Center Customer Support outsourcing Technical Support 79

ShepHyken

DECEMBER 3, 2021

Through a variety of surveys and feedback forums, XGS realized that we had some work to do to create an internal culture that drove employee engagement and satisfaction. Creating an “Environment of Self Service” — XGS deployed a CRM system as well as an improved and expanded customer portal to capture and improve service levels .

Customer Experience 360

Customer Experience Transportation Feedback Metrics 360

ShepHyken

APRIL 11, 2017

How can you make money by understanding the numbers behind this survey? First Up: Shep Hyken’s opening comments focus on the Net Promoter Score®, which is the result of a survey question that asks a customer “How likely would you be to recommend us?” How can you sell the C-Suite on the benefits of investing in Customer Retention?

Customer retention 209

Customer retention Benchmark Surveys CRM 209

PeopleMetrics

MARCH 7, 2025

Where Sample Lists Go Wrong Getting relationship survey sample lists is relatively straightforwardjust pull a list of active customers from the past six to twelve months and go. But transactional surveys are where things get tricky. Instead of waiting days for a CSV file, survey invites could go out instantly after a transaction.

APIs 62

APIs Surveys CRM Feedback 62

Steve DiGioia

MARCH 19, 2018

“Although companies are investing record amounts of money in traditional loyalty programs, in customer-relationship-management (CRM) technology, and in general service-quality improvements, most of these initiatives end in disappointment.

CRM 203

CRM Surveys Technology Customer Service 203

delighted

DECEMBER 3, 2021

Enter survey automation. In this article, we’ll learn more about survey automation, why it’s so important for customer experience success, and how you can implement automation in your CX program today. Two types of survey distribution: Manual vs automated. Two types of survey distribution: Manual vs automated.

Surveys 97

Surveys APIs SaaS Engineering 97

Interaction Metrics

NOVEMBER 21, 2024

How to Measure Customer Service Quality Through Workshops Use customer service surveys before and after workshops to gauge their impact. Implement Ongoing Feedback Mechanisms Regular customer feedback through real-time surveys or post-interaction evaluations helps identify problems as they arise. Effective de-escalation techniques.

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

3CLogic

MARCH 27, 2025

According to NASCIOs 2024 State CIO Survey, IT consolidation and centralization are top priorities for 49 state CIOs, underscoring the importance of integrated, seamless digital service management.

Government 96

Government Self service contact center solutions Contact Center 96

ShepHyken

SEPTEMBER 7, 2023

Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers. Provide guidelines on interpreting data and taking proactive measures before minor issues become churn risks. We’ll get into the specifics of customer success platforms later in this guide.

B2C 346

B2C Customer centricity Feedback Upselling 346

ShepHyken

MAY 17, 2019

Customer Relationship Management (CRM) helps businesses to strengthen relationships with customers. Gartner predicts that , by 2021, CRM will be the largest enterprise software in spending revenue. Run customer feedback survey occasionally to measure your service performance. According to a Salesforce Study, the answer is yes.

CRM 288

CRM Personalization Engineering Enterprise 288

Method:CRM

MAY 1, 2023

You’ve gathered all the customer information you can dream of through your CRM system, but now what? How do you make sense of the CRM and customer experience data you’ve worked so hard to collect? Read on to learn more about how you can use your CRM and customer experience data to its fullest potential. Addressing complaints.

CRM 93

CRM Customer Experience Self service Education 93

Beyond Philosophy

JANUARY 27, 2022

I have seen it before with other influential business concepts, like Total Quality Management, Business Re-engineering, and Customer Relationship Management (CRM). It was the CRM wave that receded in the early 2000s to make way for CX in the first place. . For example, CRM was the word of the day back at the turn of this century.

CRM 195

CRM Consulting Consulting Quality management 195

Beyond Philosophy

OCTOBER 4, 2018

You can put it on a customer service survey or glean it from a customer quiz. You can even look back through your CRM and see what information you already have that could shed some light on the issue. My advice is to ask them.

Government 353

Government CRM Personalization Customer Experience 353

Beyond Philosophy

JANUARY 22, 2022

The last big thing, Customer Relationship Management (CRM), was old news. Here are a few key moments in the discussion: 03:21 Colin describes how what he is seeing in business today regarding customer experience feels familiar to what was happening over two decades ago with CRM. Complete this short survey.

CRM 195

CRM Consulting Consulting Customer Experience 195

ShepHyken

AUGUST 12, 2019

Retail Customer Experience) Recently, www.Brightpearl.com conducted a survey of millennial shoppers that showed millennials can be particularly hard to please. 10 customer experience lessons from a CRM pioneer and trailblazer by Vala Afshar. A good CX that connects emotionally will customers to become loyal.

Customer Service 254

Customer Service CRM Customer Experience Surveys 254

Hodusoft

OCTOBER 23, 2024

A Comprehensive Guide to Net Promoter Score: History, Calculation Formula, Survey Tips If you are an entrepreneur or a business professional, you probably know what the term ‘Net Promoter Score’ means. It can also be defined as a method to calculate customer experience based on surveys.

Surveys 52

Surveys Benchmark Contact Center Employee engagement 52

CSM Magazine

FEBRUARY 6, 2025

CRM Systems : Platforms like HubSpot or Zendesk centralize customer data and make interactions more efficient. Month 1-2 Identify common post-purchase pain points through customer surveys and support ticket analysis. Month 6 Measure results via CSAT and NPS surveys. Train staff on empathic communication and issue escalation.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

PeopleMetrics

JANUARY 24, 2025

It can analyze survey comments, social media posts, in-depth customer interview transcripts and support tickets to uncover pain points in both CX and CS. By integrating with the companys CRM system, the chatbot delivers personalized responses, enhancing both CS efficiency and CX quality.

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118

TeleDirect

MARCH 20, 2025

How to Gather Feedback: Conduct post-call surveys to gauge satisfaction. Personalization Strategies: Implement CRM systems to access customer history during calls. A: Use post-call surveys, social media monitoring, and NPS surveys to collect valuable customer insights. Monitor online reviews and social media comments.

Call Center 62

Call Center Multi-channel support Customer Service First call resolution 62

ShepHyken

DECEMBER 21, 2018

CSAT is measured by the responses received to the questions asked in a customer feedback survey. Prasad Reddy is a Marketing Analyst at Agile CRM , an All-in-One CRM with Sales, Marketing and Service automation in a single platform. . How is a CSAT score measured?

Best practices 250

Best practices CRM Customer Service Metrics 250

Balto

JANUARY 6, 2025

Seamless integration: Zoho Desk integrates nicely with other Zoho products like Zoho CRM, ensuring that your operations and data remain connected Mobile app support: Zohos mobile app enables your agents to work anywhere they want, providing flexibility. You can also import questions from previous surveys.

Call Center 52

Call Center Coaching Surveys Contact Center 52

ShepHyken

JUNE 4, 2018

CustomerThink) Known in customer relationship management (CRM) circles as the “Godfather of CRM,” Greenberg suggests businesses are better off consistently meeting their customer’s expectations. Stats and facts from numerous surveys show the best places to buy from are also the best places to work.

Customer Service 192

Customer Service Airlines CRM Employee engagement 192

ShepHyken

JULY 3, 2020

The best way to accomplish this is to ask your customers to complete a survey as to how they evaluate your company’s customer service. Utilizing a customer relationship management (CRM) software will help you streamline the entire process. Provide Personalized Support. Customer service is a crucial part of your e-commerce business.

Customer Service 235

Customer Service Multichannel CRM Advertising 235

ShepHyken

NOVEMBER 15, 2019

This personalized service leads to a higher perception of quality, and if your IVR can tap into your customer data from other channels, previous interactions, and your CRM, each call can be a quality experience. The IVR can link back to your customer data, modify survey questions in real-time, and collect personalized feedback.

Interactive Voice Response 247

Interactive Voice Response Customer Experience Self service Contact Center 247

Hello Customer

OCTOBER 13, 2021

These include: Long Form Surveys. Net Promoter Score (NPS) and Customer Satisfaction (CSAT) surveys. NPS and CSAT Surveys are efficient ways to get into the minds of your customers about very specific areas of business and pinpoint pain points. Our guidelines from business goals to survey questions.

Surveys 98

Surveys Feedback Journey mapping Metrics 98

TeleDirect

MARCH 9, 2025

Use CRM integrations to access customer history instantly. Gather and Implement Customer Feedback Send post-call surveys to identify areas for improvement. Upgrade Call Center Technology for Faster Processing Utilize cloud-based call center solutions for seamless connectivity. Act on feedback to improve overall service delivery.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

Return Customer

JANUARY 31, 2025

CRM (Customer Relationship Management) software is also very important. You can do this by sending emails asking for reviews after they buy something, giving small rewards for filling out surveys, or simply having easy-to-find feedback forms on your website. Using negative feedback effectively is crucial for making positive changes.

Customer Service 67

Customer Service Feedback Wait times Chatbots 67

Beyond Philosophy

JANUARY 15, 2022

Then, following that was Customer Relationship Management (CRM). 10:20 VanAmburg explains the problems of too much focus on the smaller picture and not enough of the bigger picture when analyzing data from a CRM. 12:58 Colin talks about how some companies jump into things without understanding them or committing to them, including CRM.

Customer Experience 170

Customer Experience CRM Consulting Consulting 170

AWS Machine Learning

DECEMBER 11, 2024

Since that time, thousands of active users have asked hundreds of thousands of questions through Field Advisor, which we have embedded in our customer relationship management (CRM) system, as well as through a Slack application. The following screenshot shows an example of an interaction with Field Advisor.

Sales 93

Sales Accountability APIs CRM 93

TeleDirect

DECEMBER 20, 2024

Leverage Technology Investing in the right tools can transform the customer journey: CRM Systems : Enable companies to track and analyze customer interactions, ensuring consistent communication. Use surveys, feedback forms, and analytics to understand your audience better. Q: What is the role of technology in enhancing CX?

Customer Experience 62

Customer Experience Journey mapping Call Center Chatbots 62

PeopleMetrics

FEBRUARY 27, 2025

So, youve launched a relationship survey, set a CX baseline, and now youre ready to dive into transactional VoC. There are three key reasons why this approach works: Validating Your Survey Design AI-powered survey design tools have made creating surveys faster and more efficient. Congratulations! The natural instinct?

Surveys 62

Surveys CRM Feedback Analytics 62

Calabrio

MARCH 26, 2025

This results in low morale, reduced productivity, and high turnover. AI-powered workforce management, coaching assistants, and automated feedback are transforming the industryoffering personalized coaching, optimized scheduling, and smarter workload distribution.

Coaching 52

Coaching Call Center Morale Analytics 52

Calabrio

MARCH 25, 2025

In today’s digital landscape, this involves gathering data from diverse sources like surveys, social media, online reviews and, crucially, contact center interactions. Survey tools, for instance, enable businesses to gather structured data through questionnaires, measuring metrics like NPS, CSAT, and CES.

Journey mapping 52

Journey mapping Analytics Contact Center Surveys 52

TeleDirect

MARCH 26, 2025

Utilize Advanced Call Routing and CRM Systems Efficient call routing and client relationship management systems streamline the customer experience. Integrated CRM Systems: Maintain comprehensive client records for personalized interactions. Customer Satisfaction (CSAT) Surveys: Collect insights from clients post-interaction.

Customer Care 62

Customer Care Multi-channel support CRM outsourcing 62

Contact Center Pipeline

SEPTEMBER 22, 2020

In fact, according to Contact Center Pipeline’s 2020 contact center trends survey, of the top 20 challenges, “lack of, or bad desktop tools” (KM being one) ranked second. In that same survey, of the top 20 priorities, “improving knowledge access” ranked […].

Management 225

Management Contact Center Surveys Self service 225

Taylor Reach Group

MAY 19, 2021

Keep in mind that only a small percentage of customers complete surveys (higher percentage if calling). So, you do need to initiate enough surveys to get a reasonable sample size. Another method, could be using internal data from CRM system (assuming that the organization has employed such system).

CRM 169

CRM Metrics Consulting Consulting 169