Vistio

FEBRUARY 24, 2025

Providing feedback is one of the most powerful tools for improving agent performance, but in high-pressure environments like contact centers, its not always easy to make that feedback meaningful. Generic coaching, delayed reviews, or feedback that lacks actionable steps often gets lost in the daily rush of customer interactions.

Feedback 52

Feedback Coaching Contact Center Personalization 52

ShepHyken

JANUARY 24, 2018

I received a response from Nayeli Burns ( @Nayelihrc ), the concierge at Encore Event Technologies, an “in-house” event production company in hotels and resorts throughout North America. It is an opportunity to receive face-to-face and eye-to-eye feedback. It’s personalized. This is a crucial point.

Feedback 261

Feedback Technology Personalization Customer Service 261

AWS Machine Learning

JULY 8, 2024

To elevate the event experience and streamline the management of their global AWS DeepRacer series, Eviden adopted the open source AWS DeepRacer Event Manager (DREM) solution. In this post, we discuss the benefits of DREM and the experience for racers, event staff, and spectators.

Management 127

Management Scripts Metrics Technology 127

Beyond Philosophy

OCTOBER 29, 2015

The new wall is in response to Customer Feedback that they were confused about how the pants should fit and sometimes bought them too big. Then there is the heylululemon.com site (also called their feedback page) where they invite their Customers to make suggestions and submit ideas. They also do roundtable research at the store level.

Customer Experience 386

Customer Experience Brand ambassadors Consulting Consulting 386

AWS Machine Learning

MARCH 18, 2025

The LLM analyzes the text, identifying key information relevant to the clinical trial, such as patient symptoms, adverse events, medication adherence, and treatment responses. These insights can include: Potential adverse event detection and reporting. Identification of protocol deviations or non-compliance. No problem!

Healthcare 114

Healthcare Analytics Consulting Consulting 114

CCNG

MARCH 26, 2025

At last weeks Elevate CX event in London, there was a recurring undertone: the gnawing sense that CX work isnt getting the respect or traction it deserves. Dont just tell them what customers sayinterpret that feedback in terms of the next product feature or campaign. Lets change that. And, yes, theres room for some frustration.

Metrics 195

Metrics Finance Upselling Engineering 195

AWS Machine Learning

DECEMBER 4, 2024

Expected response: Based on the customer reviews and feedback, the sentiment surrounding our Office Supplies products is mixed. The data that can be queried includes product-specific reviews from users, online compared to offline feedback gathered through surveys, and recent industry and economic news.

APIs 107

APIs Sales Surveys Analytics 107

TeleDirect

DECEMBER 25, 2024

Offer real-time assistance during global sales events. Maintain Quality Standards Regularly evaluate agent performance and customer feedback. Real-World Success Stories Case Study 1: Expanding E-commerce Operations A global e-commerce company implemented a 24/7 call center to manage customer inquiries during major sales events.

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

Beyond Philosophy

AUGUST 12, 2015

If you find a person who is a good representative of a sample of one of your C ustomer personas , you can get a pretty good idea of how your experience is being interpreted by that whole group based on the feedback you get from that individual. And changes to improve that reaction will also get the same response.

Customer Experience 390

Customer Experience Feedback Personalization Customer emotions 390

ShepHyken

APRIL 13, 2022

It was a chosen profession that had its roots in something that happened to me when I was younger, an event that caused me to become obsessed with customer service. . Show up on time, say thank you, follow up to get feedback, and a few other important lessons that any and every business should practice.

Customer Service 342

Customer Service Self service Feedback Management 342

Beyond Philosophy

SEPTEMBER 6, 2017

Real-time feedback helps relieve the pain of change for your team. To that end, investing in real-time feedback on your efforts helps team members see why the actions you prescribe are significant. CX improvement is a journey, not an event. Yes, finance, legal, accounts receivable, we are talking about you.

Consulting 302

Consulting Consulting Finance Metrics 302

Beyond Philosophy

AUGUST 15, 2020

A review of a refrigerator may not be as emotional as your written response to a current events story. Also, it would be best to data-mine the survey to get more candid feedback on your experience since people tend to be more accurate about their wants and needs through their mobile devices.

Consulting 345

Consulting Consulting Surveys Personalization 345

ShepHyken

SEPTEMBER 20, 2017

Everything from an employee appreciation event, like a lunch or dinner, to fun games that are about team building and comradery. Get feedback about it. This is a time to appreciate employees for doing a great job taking care of customers. There are many ways companies are celebrating. This year I want to take a different approach.

Customer Service 281

Customer Service Feedback Management 281

ShepHyken

FEBRUARY 24, 2017

Whether it’s negative news of a natural disaster, a C-level scandal, a product recall, or a workplace tragedy, or a positive event like a product innovation, an upbeat earnings report, or an IPO, your contact center must be prepared for when there are dramatic increases in interactions across all communication channels. Agent Training.

Contact Center 211

Contact Center Interactive Voice Response Scripts Coaching 211

AWS Machine Learning

MARCH 25, 2025

break for event in graph.stream( {"messages": [("user", user_input)]}, config ): for value in event.values(): if isinstance(value["messages"][-1], BaseMessage): print("Assistant:", value["messages"][-1].content) Try out the Session Management APIs for your own use case, and share your feedback in the comments.

APIs 121

APIs Management Government Healthcare 121

ShepHyken

APRIL 1, 2022

This week, we feature an article by Arvind Kumar, head of product marketing at Zonka Feedback , an all-in-one customer feedback and survey management software. Customer Feedback and Reviews. Customer Feedback is crucial for any business to grow. You have to collect Customer Feedback and take it seriously.

Feedback 216

Feedback Entertainment Surveys Banking 216

AWS Machine Learning

FEBRUARY 7, 2025

Slack already provides applications for workstations and phones, message threads for complex queries, emoji reactions for feedback, and file sharing capabilities. The implementation uses Slacks event subscription API to process incoming messages and Slacks Web API to send responses. The following screenshot shows an example.

Entertainment 86

Entertainment APIs Technology Feedback 86

AWS Machine Learning

NOVEMBER 21, 2024

As generative AI models advance in creating multimedia content, the difference between good and great output often lies in the details that only human feedback can capture. Amazon SageMaker Ground Truth enables RLHF by allowing teams to integrate detailed human feedback directly into model training.

APIs 103

APIs Feedback Telecommunications Management 103

Beyond Philosophy

AUGUST 28, 2017

How did this compare to other events I’ve seen? For example, if you ask for feedback immediately after an interaction – say, you direct people to a survey after they phone your call center – you may not be giving them enough time to form a memory. How did I feel at the end? What stands out in my mind, good or bad?

Consulting 281

Consulting Consulting Customer Experience Call Center 281

ShepHyken

MARCH 31, 2021

I was looking to create some buzz about connecting with customers, and I submitted the idea to Chase’s Calendar of Events. Focus on Feedback. This brings your customers in for a face-to-face discussion, giving you real feedback and the chance to learn your customers’ opinions of your most current offerings. That’s right!

Feedback 187

Feedback Surveys Sales Customer Service 187

Beyond Philosophy

AUGUST 23, 2017

Invest in real-time feedback on your results. As we always like to say, Customer Experience is a journey, not an event. That means you should include your finance department, your legal department, and any other “back office” departments in your measurement. Give your reports priority in meetings.

Metrics 331

Metrics Consulting Consulting Finance 331

ShepHyken

MAY 15, 2020

The Obstructed Sporting Event. My wife and I thought it would be fun to take our kids to a local sporting event. Listen – Customers are sharing valuable feedback all the time, in a variety of different places. While I was impressed by Kyle’s service, I’m nervous that the valve will fail again in another year or two.

Contact Center 274

Contact Center outsourcing Quality management Marketing 274

Beyond Philosophy

JUNE 11, 2015

Several years ago, one executive of a game design firm defined gamification as “a loyalty program on steroids, functional software that looks and plays like a game and a real world activity with feedback and challenges.” This gave gaming something of a Philosopher’s Stone, or magic wand, aura.

Gamification 265

Gamification Big data Personalization Feedback 265

delighted

APRIL 19, 2023

Online survey distribution methods (think email, link, and website surveys) get great response rates and garner high-quality feedback for two reasons: they’re user-friendly and timed to catch folks while their experience is still fresh. QR code surveys fill that niche for real-world feedback. Why create a QR code survey?

Surveys 90

Surveys Feedback Best practices Marketing 90

ShepHyken

FEBRUARY 2, 2018

But would customer service ever make the highlight reel of such an event? Sharing in the joy and excitement of a customer’s life event or other big news shows camaraderie and helps the employee relate to the customer. Many of us view these pre-wedding parties as the last hurrah, a fling before the ring. 4) Customer surveys have power.

Airlines 213

Airlines Customer Service Surveys Feedback 213

CSM Magazine

NOVEMBER 6, 2024

This training prepares them to handle complaints, answer questions, and respond to feedback effectively. Regular checks and feedback sessions allow franchise owners to address any gaps quickly. Listening to Customer Feedback Customer feedback offers insights into a franchise’s strengths and areas for improvement.

Customer Service 52

Customer Service CRM Feedback Wait times 52

Lumoa

NOVEMBER 21, 2023

But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis. But it is one thing to claim that a business values customer feedback and another to sift out the actionable data.

Feedback 78

Feedback Chatbots Analytics Metrics 78

Steve DiGioia

SEPTEMBER 16, 2016

We base our surveys on trigger events so we can drill right down into what areas we’re doing well and what areas need work, so that we can improve those processes and coach our people to achieve better outcomes. We view feedback as a gift so it’s really important to close the loop. BM : Sounds like a great place to work!

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

CCNG

JULY 31, 2024

It also means subjecting models to rigorous testing for fairness and robustness, and building in human feedback loops. She is a frequent contributor/speaker/guest on podcasts and at many customer service and contact center organizations and events where she loves discussing CX, EX, AI, and remote work.

Advertising 195

Advertising Healthcare Contact Center Feedback 195

CCNG

OCTOBER 29, 2021

For those already there, this is a good time to ensure you’re focused across all elements of Total VOC “Act” including Closed Loop Feedback (both internal and external), Employee Engagement and cementing the Customer as central to a company’s decision making. Why should we care? Because things WILL get better.

CCNG 195

CCNG Employee engagement Consulting Consulting 195

AWS Machine Learning

MAY 3, 2023

This post explains the backup and recovery module and one approach to automate the process using an event-driven architecture. Solution overview The following diagram illustrates the high-level workflow of Studio domain backup and recovery with an event-driven architecture.

Scripts 87

Scripts APIs Accountability Engineering 87

CCNG

OCTOBER 25, 2023

Active members have immediate access on the website after sign-in, Resources, Recorded Town Hall Events. Don’t be afraid to hit the HOLD BUTTON… Kelly put this large project on hold afte personally visiting the work site and identified usability issues, highlighting the importance of user feedback in project development.

CCNG 195

CCNG Technology Employee engagement Government 195

CCNG

JANUARY 19, 2021

In a recent CCNG event, I spoke about the trends that I’m seeing globally in call centres. Connect with me on LinkedIn [link] to let me know your feedback on these trends and on the webinar. This acceleration of trends will continue through 2021 What’s happening at the agent level?

Call Center 195

Call Center CCNG Contact Center Feedback 195

Beyond Philosophy

MAY 13, 2023

08:50 Colin shares a story about how 30 years ago as a middle manager he went to a 360-degree feedback event that fundamentally changed how he thought about himself. 12:51 Ryan talks about how he likes that unlike intelligence, EQ is something you can work on and improve, no matter what you were given naturally.

Management 195

Management Feedback Customer Service Customer Experience 195

ShepHyken

SEPTEMBER 15, 2017

These solutions are constantly combing the internet for relevant conversations and events, meaning, when appropriate, brands can jump in, join and engage with their customer base in a very organic fashion. Then, marketers can quickly analyze this information, allowing them to engage or pivot messaging if needed.

Marketing 517

Marketing Advertising Big data Personalization 517

TeleDirect

DECEMBER 22, 2024

Event Management Managing reservations and answering attendee questions becomes seamless with a dedicated inbound call center. A: Industries such as e-commerce, healthcare, technology, financial services, and event management greatly benefit from inbound call center solutions. Q: How can inbound call centers collect customer feedback?

Call Center 62

Call Center Technical Support Healthcare Abandon rate 62

CSM Magazine

MARCH 5, 2025

Hosting Exclusive Client Events Affectionate clientele events create excellent opportunities to honor clients and establish solid connections. Fundamental events within the financial world include seminars that provide education as well as social and networking-based meetings.

CRM 52

CRM Feedback Education Personalization 52