ShepHyken

NOVEMBER 20, 2020

Before you train your employees on how to provide amazing customer service, you need to clearly define what it means. Here are some great examples: Shepard virtual training course. Consider having on-site training workshops by customer service experts. Consider having an educational budget to address training needs.

Customer Service 375

Customer Service Chatbots Education Feedback 375

ShepHyken

NOVEMBER 11, 2024

Conversational Surveys: A Game-Changer in Feedback Collection by Barbara Wharton (InMoment) Conversational surveys are surveys designed to feel like a natural conversation rather than traditional survey questionnaires. My Comment: I have a strong opinion about surveys, especially bad ones.

Customer Service 176

Customer Service Surveys Feedback Chatbots 176

CCNG

MARCH 4, 2021

With the increased demands, Covid thrust upon contact center organizations, SymTrain, in conjunction with CCNG, sponsored a survey on the impact of converting to remote work. The survey results led to this white paper on the 5 Reasons Performance-Based Training In Contact Centers Requires Automation.

CCNG 195

CCNG Contact Center Surveys Coaching 195

Fonolo

SEPTEMBER 13, 2022

Now, think about how many ripe opportunities you have to ask for customer feedback. Through after-call surveys. You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback. What is an After-Call Survey? 5 Reasons to Use After-Call Surveys.

Surveys 150

Surveys Interactive Voice Response First call resolution Feedback 150

delighted

JANUARY 18, 2022

Now, picture your employees or customers in that very situation when you survey them about their experience with your company. If so, understanding double-barreled questions – and knowing how to avoid them in your employee and customer surveys – is a great place to start. Double-barreled employee survey questions. Not to worry.

Surveys 93

Surveys Feedback Chatbots Best practices 93

delighted

OCTOBER 11, 2021

If a survey doesn’t instantly communicate its purpose, isn’t from a trusted source, or seems trivial, it will be ignored. But here’s another obvious point: Many respondents simply skim-read surveys. A skimmable survey is a survey that is easy to understand and answer, inviting more accurate and honest feedback.

Surveys 90

Surveys Feedback Advertising B2B 90

ProProfs Blog

JUNE 26, 2019

To make your survey design process easier, we have compiled a comprehensive survey question bank that covers the most basic questions to the most detailed ones across industries. Customer Survey Questions. Human Resource Survey Questions. Market Research Survey Questions. Education Survey Questions.

Surveys 112

Surveys Feedback Education Employee engagement 112

ShepHyken

OCTOBER 16, 2019

I’m all for getting customer feedback. Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago. The gist of that article was about getting more customers to fill out those surveys. Don’t wait two weeks to send the survey.

Surveys 263

Surveys Feedback Personalization Customer Service 263

AWS Machine Learning

MARCH 4, 2024

Alida helps the world’s biggest brands create highly engaged research communities to gather feedback that fuels better customer experiences and product innovation. Open-ended survey questions allow responders to provide context and unanticipated feedback. This post is co-written with Sherwin Chu from Alida.

Feedback 122

Feedback APIs Engineering Surveys 122

CSM Magazine

OCTOBER 31, 2024

Ramping up your customer service game is easy with training videos – they provide the perfect toolbox for your team to consistently impress customers. Training videos can be a real game-changer, offering an accessible and flexible way to reinforce your message. Utilize surveys or feedback forms to gather insights from your staff.

Customer Service 52

Customer Service Scripts Morale Feedback 52

Interaction Metrics

NOVEMBER 11, 2024

Is your survey a customer listening vehicle? On this episode of the ‘Amas Talks’ podcast, Amas and Martha agreed that if you’re considering how to improve surveys, a survey audit is the first step toward excellent survey design. Or could it be improved? Amas: You’ve been around this space forever.

Surveys 62

Surveys Airlines Benchmark Feedback 62

CCNG

MAY 6, 2021

If simulation training isn’t part of your training regimen now, it will be soon. Today I’m going to show you why I’m so confident that simulation training is in your future and how you can approach the process to gain the most benefit for your call center. We had just come from training and hadn’t received much practice.

Call Center 195

Call Center Banking Technology Surveys 195

Vistio

OCTOBER 15, 2024

High turnover rates can be costly for companies, both in terms of training new hires and in the potential loss of institutional knowledge and customer satisfaction. For example, by analyzing training data, companies can discover how an agent’s initial experience in the organization may influence their longevity.

Analytics 52

Analytics Coaching Morale Metrics 52

Interaction Metrics

AUGUST 29, 2024

Your customer feedback dashboard is a powerful tool when used strategically. Here’s our quick guide to getting the most out of your customer feedback dashboard. When Setting Up a Customer Feedback Dashboard Of course, not all customer feedback dashboards are created equal.

Feedback 62

Feedback Metrics Surveys Sales 62

ShepHyken

NOVEMBER 22, 2017

The head of the service department mentioned I would be getting a survey emailed to me and asked if I would take a few minutes to complete it. Sure enough, a day later the email survey showed up in my inbox. I will always remember the first survey. So, I started the survey. I was tired with this survey.

Surveys 230

Surveys Feedback Customer Service Customer Experience 230

Callminer

JULY 23, 2019

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. However, knowing how to deliver feedback can be tricky. Unfortunately, there are a number of pitfalls that can derail the process of delivering effective feedback.

Best practices 140

Best practices Feedback Call Center Coaching 140

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Analytics 78

Analytics Feedback Metrics Surveys 78

delighted

OCTOBER 17, 2023

One crucial starting point is gaining an understanding of how your employees feel about working at your company, and the most effective way to do this is through an employee survey. An employee survey hands the mic to employees and empowers them to share critical feedback as to what’s working – and what isn’t – about their work experience.

Surveys 82

Surveys Employee engagement Feedback Management 82

delighted

MAY 1, 2024

To glean these insights, you need to understand what an onboarding survey is, why it is important, which onboarding survey questions to ask, and the best practices for onboarding new employees. What is an onboarding survey? Why are onboarding surveys important? Determine your ROI: Recruiting new employees can be costly.

Surveys 67

Surveys Employee engagement Best practices Feedback 67

Call Design

SEPTEMBER 9, 2021

If agents don’t have proper training and tools, they are not only unable to do their jobs, but may be damaging your brand. Continuous Training . Continuous training is key to a contact centre’s longevity and performance. As technology and social circumstances change, training procedures must also keep up to date.

Gamification 146

Gamification Best practices Feedback Employee engagement 146

CSM Magazine

SEPTEMBER 13, 2024

In today’s ever changing business environment, the need for effective employee training and development programs has never been more critical. The Importance of Employee Training and Development Every organization thrives on the competencies and capabilities of its workforce. Measurable : Determine how success will be measured.

Morale 52

Morale Metrics Feedback Coaching 52

CX Global Media

AUGUST 27, 2018

When it comes to improving survey scores, most contact centers have way too many obstacles and paths in front of them, so they need to learn to take a path less traveled. Ignore Survey Scores. If so, it’s time to ignore your survey scores. When thinking about survey scores, you need to do just that. Ignore to Focus.

Contact Center 174

Contact Center Surveys Coaching industry standards 174

Beyond Philosophy

DECEMBER 26, 2017

As a result, much of the surveying is about employee happiness, fit, alignment, meaningful work, commitment to company goals, and productivity. The questions in these ‘new age’ employee surveys address such key areas as:: – Organizational stakeholder-centric leadership. Cultural readiness for stakeholder-centricity.

Surveys 279

Surveys Enterprise Consulting Consulting 279

Toister Performance Solutions

MAY 11, 2023

You've sent your team through customer service training. People seemed to like the training. Did the training really work? Those post-training surveys don't seem like enough. I've repeatedly used them to demonstrate the impact of customer service training to executives. Why do you want to do this training?

Customer Service 88

Customer Service Surveys Best practices Customer retention 88

Fonolo

OCTOBER 11, 2022

After-call surveys give you rich insights into your call center’s day-to-day operations. They’re kind of like customer satisfaction surveys, except they’re sent to a customer immediately after an agent-customer interaction. There’s something special about the after-call survey’s authenticity. After-call surveys are similar.

Surveys 99

Surveys Call Center Interactive Voice Response First call resolution 99

CSM Magazine

AUGUST 22, 2024

Shangri-La has been ranked as Singapore’s top customer service provider in a new survey conducted by The Straits Times and Statista. The survey evaluated customer service across various sectors, with over 5,500 respondents participating.

Surveys 52

Surveys Airlines Customer Service Transportation 52

ProProfs Blog

SEPTEMBER 24, 2020

That’s why every brand needs to understand the importance of customer experience and how to leverage the collected customer feedback to continually improve it. . As a brand, you need to make sure that they are treated well and get what they want to get exceptional customer feedback in return. . Offer product tours.

Feedback 141

Feedback Surveys Analytics Customer Support 141

ShepHyken

SEPTEMBER 7, 2023

He writes about designing a compelling customer experience process and training your team to implement it. You’ll primarily need: Time for training new CX processes. Regularly update training materials based on customer feedback. What does a “well-designed customer success program” even look like?

B2C 349

B2C Customer centricity Feedback Upselling 349

ClientSuccess

DECEMBER 7, 2021

Any CSM who has spent more than a few days in the SaaS industry working directly with customer contacts understands the incredible importance and value of customer feedback. Contrary to popular belief, surveys are not just useful after the close of a big project or after a renewal. The post-sale survey. NPS surveys.

Surveys 83

Surveys industry standards Feedback SaaS 83

Virtual Live Labs

DECEMBER 13, 2021

New organizational structures and new leadership development training are implemented. One of the most critical components to driving change successfully in a remote environment is communication feedback loops. In addition to these channels, utilizing one- to three-question surveys can help drive engagement.

Feedback 130

Feedback Best practices Contact Center Metrics 130

Virtual Live Labs

DECEMBER 13, 2021

New organizational structures and new leadership development training are implemented. One of the most critical components to driving change successfully in a remote environment is communication feedback loops. In addition to these channels, utilizing one- to three-question surveys can help drive engagement.

Feedback 130

Feedback Best practices Contact Center Metrics 130

Interaction Metrics

JULY 29, 2024

In this episode of the Agile Brand podcast with Greg Kihlström, Martha Brooke discusses the science of CX surveys. Martha touches on why most customer experience programs aren’t scientific, how you can become more scientific in your approach, and when and how to use AI in your survey program. Martha, welcome to the show.

Surveys 62

Surveys Construction Banking Metrics 62

Nicereply

NOVEMBER 21, 2023

NPS = (% of responses who are promoters) – (% of responses who are detractors) For example, if you received 100 responses back from a recent NPS survey question, where 40 of them responded as Promoters, 30 were Passives and 30 were Detractors, then your NPS calculation would be 40 minus 30, for a score of 10.

Surveys 59

Surveys B2B Feedback Education 59

Toister Performance Solutions

SEPTEMBER 13, 2018

I frequently use subscriber feedback to improve my Customer Service Tip of the Week email newsletter. Yet I've never used a survey. Customers are inundated with surveys, so it's important to think carefully before rolling out yet another one. Here are five ways I collect and use voice of customer feedback.

Feedback 78

Feedback Surveys Advertising Customer Service 78