CCNG

MAY 11, 2021

A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.

CCNG 195

CCNG Coaching Contact Center Employee engagement 195

TeleDirect

JANUARY 15, 2025

Use role-playing exercises to simulate real-life scenarios and teach agents how to respond empathetically. Feedback and Continuous Improvement: Gather customer feedback to identify areas for improvement. A: Yes, empathy can be cultivated through targeted training programs, role-playing exercises, and ongoing feedback.

Call Center 126

Call Center Customer Service Healthcare CRM 126

ProProfs Blog

JUNE 26, 2019

How to Gather Feedback. #1 In this section, we have covered sample survey questions for customer satisfaction and customer feedback. You can frame the standard customer satisfaction survey questions for your feedback forms using these sample customer satisfaction survey questions. Customer Feedback Survey Question Examples.

Surveys 112

Surveys Feedback Education Employee engagement 112

Myra Golden Media

SEPTEMBER 28, 2017

I’m giving you the actual exercise I gave to the employees in the customer service training I delivered this morning, along with the discussion questions I used. If you’d like an excellent training activity that helps employees convey empathy , print off this exercise and facilitate a short discussion with your team.

Customer Service 159

Customer Service Accountability Feedback Customer Experience 159

Myra Golden Media

JANUARY 16, 2019

A 2-minute Exercise to Help You Feel Confident and Powerful Before Having Tough Talks. 4 Questions To Ask Yourself to Make Sure You’re Fair, Consistent, and Impersonal When You Give Feedback. Here’s What We’re Taking On In This Webinar: 3 Steps to Getting Over Your Fears of Coaching.

Coaching 199

Coaching Contact Center Accountability Feedback 199

ProProfs Blog

JULY 20, 2021

A survey is an effective medium to collect feedback from your target audience. Questions that ask for a socially desirable response like exercising, meditating, going to church regularly, etc. Explain the reason for the whole survey exercise. This ensures that you get detailed and subjective feedback from each respondent. (g)

Surveys 145

Surveys Government Feedback Construction 145

Call Center Weekly

OCTOBER 18, 2018

Each specific situation may dictate a completely different model than another, but the key is to get the feedback from as many customers as possible to get a true feeling of how they feel your company works with them. Going through this exercise takes some planning and time, but the insight gained will be well worth every bit of effort.

Customer Experience 239

Customer Experience B2B Feedback Customer Service 239

ShepHyken

AUGUST 28, 2023

Optimizing Your Customer Feedback Strategy in 2023 by Lumoa (Lumoa) Your customers are sharing their experiences online. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. How do you know what your customers think of you?

Customer Service 156

Customer Service Journey mapping Feedback Consulting 156

CX Accelerator

OCTOBER 3, 2019

Wide-eyed and brand new to the organization, it’s important that new employees behave like customers and share feedback about the company as they experience it. Bill Staikos makes it official with his new employees: "We're doing a lot of journey-based exercises with our new hire onboarding process.

Feedback 182

Feedback Customer centricity Employee engagement Contact Center 182

CX Accelerator

OCTOBER 3, 2019

Wide-eyed and brand new to the organization, it’s important that new employees behave like customers and share feedback about the company as they experience it. Bill Staikos makes it official with his new employees: "We're doing a lot of journey-based exercises with our new hire onboarding process.

Feedback 182

Feedback Customer centricity Employee engagement Contact Center 182

CX Accelerator

OCTOBER 9, 2018

Breaking free from survey mentality with unstructured customer feedback. When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more. Does this mean that customers are providing less feedback to organizations? Feedback is happening all around us in new and exciting ways.

Journey mapping 160

Journey mapping Surveys Feedback Contact Center 160

Callminer

APRIL 30, 2020

Exercise flexibility where appropriate. Head off issues preemptively by acting on feedback. Soliciting customer feedback is a smart way to let customers tell you what they’re experiencing says Tommy Walker, Head Editor of the ConversionXL blog. That’s great if you’re in a position to adjust it.

Customer Service 273

Customer Service Scripts Construction Feedback 273

ProProfs Blog

JUNE 3, 2019

You should encourage them to read, exercise, and be enthusiastic about the customers while interacting with them via live chat for customer service. Trying to understand the cause that leads to this issue and replicating it is an important exercise for strengthening both the product and customer’s trust. Collect Feedback.

B2C 150

B2C Feedback B2B SaaS 150

CCNG

AUGUST 16, 2023

Is there an option to provide feedback after several months of use? Surveying shouldn’t be a feel-good exercise in your company – it needs to be taken seriously by every person to truly make the voice of the customer alive in your organization. There are pitfalls to this strategy. Has the product arrived yet?

Surveys 195

Surveys CCNG Airlines Consulting 195

ShepHyken

NOVEMBER 9, 2023

You’ve never learned it all, and you never stop learning! By monitoring your team and offering useful and time-sensitive feedback on things like how to promote internet phone services , you can help your agents grow in a way that suits the company and reduces staff turnover rates. Help resolve more complicated issues.

Customer Service 153

Customer Service Management Feedback Chatbots 153

CX Accelerator

DECEMBER 31, 2018

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. Anything you want more feedback on?What She even includes several exercises in the book. 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

Customer Service Life

OCTOBER 13, 2020

This exercise reminded me of the time when we started this blog back in 2012. Ask members of your team to monitor your interactions and provide you with honest feedback. History lesson. I was about 12 years into a career in customer service, still trying to figure out what my career would be.

Accountability 185

Accountability Customer Service Coaching Contact Center 185

Myra Golden Media

JANUARY 1, 2019

When I facilitate customer service training, I’ve been working on content and exercises for a least 60 days. I have an online course I’ve arranged for you take and I will meet with you once a week for the next 4 weeks to provide feedback and coaching. Prepare for Coaching Conversations.

Coaching 195

Coaching Accountability Feedback Personalization 195

ProProfs Blog

JANUARY 17, 2020

Negative Customer Feedback. Complaints are different than receiving negative customer feedback. On the other hand, you reach out to your customers and they give a negative comment in the feedback form – that’s negative feedback. Asking for feedback helps reduce this number. ” #3.

Customer Service 146

Customer Service Feedback Surveys Customer Support 146

CX Accelerator

JULY 8, 2019

"Listening paths", or channels in which feedback is received, can take many different forms: Phone Face to face Email Written lettersSocial mediaNon verbal SurveysMeetings Town Halls It's critical to develop multiple listening paths to fit a variety of situations. Whisper to the first person in the group a series of instructions. “I

Personalization 175

Personalization Feedback Customer Service Customer Support 175

ShepHyken

JUNE 29, 2020

CustomerGauge) In this eBook, we’ll discuss the four steps within this new model and summarize findings from our white paper that will help you capitalize on customer feedback and grow your bottom line. The Definitive Guide to Monetized Net Promoter by Sarah Frazier. A high score tells you your customer is happy enough to recommend you. .”

Customer Service 33

Customer Service Coaching Consulting Consulting 33

Call Center Weekly

SEPTEMBER 28, 2017

A good way to start the coaching relationship is to set up a team meeting and do a quick exercise. Explore the Facts Ask for CSRs feedback • What did the CSR like about the interaction? Discuss the facts • Acknowledge all CSR feedback. Timeframe • How long do you expect for the conversation to take? What did you hear?

Coaching 143

Coaching Feedback Contact Center Call Center 143

Beyond Philosophy

OCTOBER 3, 2024

Usually, with clients and in workshops, I use the following exercise: Close your eyes and imagine you have just landed in the Congo. However, you should ensure that these adaptations are based upon solid customer feedback from reliable sources, whether surveys, social media, or CRM (customer relationship management) systems input.

Call Center 221

Call Center Technology CRM Management 221

SharpenCX

MARCH 4, 2020

And, they cram months (and months) of feedback into a single coaching session. But given how our memories work, coaching in spurts and keeping feedback in your back pocket won’t lead to better performance. And, they give feedback that optimizes agent strengths and improves team effectiveness.

Call Center 84

Call Center Feedback Coaching Average Handle Time 84

Callminer

APRIL 20, 2018

Keep in mind that journey mapping should not be a one-time exercise because journeys are dynamic and customer behavior evolves. You’ll get all the feedback necessary for improving the customer experience nearly in real time across all contact center engagements when you use this type of platform.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

PeopleMetrics

AUGUST 31, 2018

At PeopleMetrics, we use an exercise called touchpoint mapping to help our clients distinguish between CX and CS. If you run through this valuable touchpoint mapping exercise at your organization, I bet you will find that many touchpoints that are key to the overall customer experience include more than just customer service.

Customer Service 117

Customer Service Consulting Consulting Analytics 117

Russel Lolacher

JUNE 15, 2021

"Your feedback is more important than ever." Is now: “Your feedback is more important than ever.” Whether it’s appreciation, common language or asking for feedback, these themes resonate with employees as much as customers. Try it and see. EmployeeExperience #EX #EmployeeExperience. "Your

Customer Service 128

Customer Service Journey mapping Surveys CRM 128

Toister Performance Solutions

APRIL 11, 2024

The exercise files from the course. Many of the videos have downloadable exercise files that go with them. Have you earned feedback that matches your thank you letter? Have you earned feedback that matches your thank you letter? Have you earned feedback that matches your thank you letter?

Customer Service 102

Customer Service Feedback Customer emotions Management 102

Customer Guru

MARCH 27, 2018

Don’t measure CEx just as a benchmarking exercise that yields a handful of action points to present in the board meeting. Managing the customer experience is about engaging with customers, listening to their feedback, communicating what will be done about it, and taking action on that feedback.

Customer Experience 114

Customer Experience Benchmark Customer centricity Coaching 114

Myra Golden Media

JULY 15, 2019

Describe for me in detail what you hear in calls, read in chat/email/text, and what feedback are you getting from customers? Know that developing standards and objectives will be a lengthy, challenging exercise. ” Your employees deserve your time, discussion, feedback, praise, and guidance. What’s different?

Calibration 153

Calibration Coaching Morale Feedback 153

Beyond Philosophy

FEBRUARY 1, 2024

The YouGov platform is excellent help because they provide feedback before you run your survey. Second, do not treat this as a one-shot exercise. What I mean by that is you can feel intimidated at the start, but once you do a few, you improve rapidly. I don’t know of any other platforms that do that.

Surveys 195

Surveys Self service Marketing Feedback 195

Fonolo

SEPTEMBER 28, 2021

Although you may not be able to tell if someone possesses these qualities strictly based on their CV, you can get a better idea if their personality is suited for the job by integrating a role-playing exercise into your interview process. Have a situation in mind and act as if you were the customer on a phone call with the candidate.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Taylor Reach Group

JUNE 9, 2020

This exercise will also give you a good understanding of the capabilities of your platform and whether it will meet future needs. Second, get feedback from your customers who interact with your automated solutions to find out what they thought of the experience and what they would like to see from future interactions.

Virtual Agent 129

Virtual Agent Contact Center outsourcing Government 129

Toister Performance Solutions

NOVEMBER 14, 2024

via LinkedIn Learning) The exercise files from the course. Assignment 1: watch these videos: Phone service still matters Understand the phone's unique challenges Assignment 2: Complete page one of the Learning Plan worksheet that's included in the course's exercise files. Access to Phone-Based Customer Service for all participants.

Customer Service 92

Customer Service Coaching Best practices Contact Center 92

Beyond Philosophy

JUNE 23, 2022

For example, customer feedback surveys are excellent ways to hear what customers say about their experience. The most critical part of this exercise is to keep the respondents engaged. However, all have different methods, strengths, and weaknesses and answer different questions.

Surveys 195

Surveys Consulting Consulting Metrics 195

ShepHyken

MAY 29, 2020

Go through the exercise of outlining examples of acceptable and unacceptable behaviors relative to each value so that there is no question of what they mean or how they translate to customer-centricity. And to that last point, it’s not enough to just have core values; you’ve also got to define associated behaviors.

Customer centricity 170

Customer centricity Journey mapping Feedback Customer Care 170

Inbenta

JUNE 2, 2020

This is a tricky exercise as a lack of personality will make your chatbot sound dull and uninteresting, on the other hand, too much personality can also ruin an otherwise well-designed experience. Request user feedback. Ratings and written feedback can be very helpful and instructive. Detect frustration and handoff to a human.

Best practices 130

Best practices Chatbots Feedback Technology 130