ShepHyken

FEBRUARY 12, 2025

The book isnt about which specific AI tools to use. Feedback Is Your Friend: Create processes to continuously gather both customer and employee feedback about AI interactions. The book is filled with practical strategies and tactics to help organizations leverage AI while maintaining the personal touch. The faster, the better.

Customer Service 216

Customer Service Chatbots Feedback Personalization 216

ShepHyken

MARCH 30, 2025

Finally, employees must be given the right tools they need to take care of customers. Surveys are still a way to get feedback, but AI can do much more as it analyzes all areas of the experience and not only gives us the numbers but also makes suggestions to improve the experience, eliminate friction, and much more.

Customer Service 176

Customer Service Feedback Surveys Customer Experience 176

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 28, 2025

It met with plenty of positive feedback, so Im going to share those five myths with you, plus five more. I stand by something I said years ago: The greatest technology in the world cant replace the ultimate relationship-building tool between a customer and a business: the human touch. Even Amazon has live customer support.

Customer Service 234

Customer Service Customer Support Feedback Technology 234

ShepHyken

APRIL 13, 2025

How employee feedback surveys fuel customer experience excellence by Jill Raff (Nation’s Restaurant News) How employee surveys can help you ensure your team feels heard and empowered. Thats why, as the title of this article implies, employee feedback can fuel customer experience. Back to Basics: What Is Customer Experience?

Customer Service 166

Customer Service Surveys B2B Self service 166

ShepHyken

SEPTEMBER 7, 2023

Regularly update training materials based on customer feedback. Customer health monitoring Train your team on the tools and analytics platforms you use to monitor customer health. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers.

B2C 349

B2C Customer centricity Feedback Upselling 349

CSM Magazine

JANUARY 3, 2025

AI-driven tools improve efficiency, accuracy, and scalability, enabling companies to handle multilingual interactions seamlessly. This article delves into the top 10 AI tools that are essential for enhancing multilingual customer support in 2025, providing insights into their functionalities, benefits, and implementation strategies.

Customer Support 52

Customer Support Chatbots CRM SaaS 52

ShepHyken

JULY 23, 2021

Offers Collaboration Tools that Improve Teamwork . Most online employee training software includes collaboration tools such as file sharing, discussion groups, and virtual meetings. Inspires Creativity via Discussion Forums and Feedback . Moreover, they can share feedback with one another and brainstorm ideas together. .

Feedback 410

Feedback Surveys Management Employee engagement 410

TechSee

NOVEMBER 27, 2024

Foster a culture of open dialogue where customer feedback is welcomed and shared. Continuous Improvement Foster a culture of continuous improvement, where customer feedback is used to identify areas for improvement. Visual Guidance  Visual communications are a powerful tool for support agents.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

TeleDirect

JANUARY 15, 2025

Personalization Tools: Leverage CRM systems to access customer history and preferences, enabling agents to provide personalized support. Feedback and Continuous Improvement: Gather customer feedback to identify areas for improvement. Recognize and reward agents who demonstrate exceptional empathy. Heres how: 1.

Call Center 126

Call Center Customer Service Healthcare CRM 126

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. So, do you need a tool or a true VoC partner? Why You Still Need a VoC Partner AI is a powerful tool, but its not a strategy.

Surveys 62

Surveys Customer centricity Wait times CRM 62

ShepHyken

APRIL 23, 2024

In the customer service world, we could consider this to be ongoing training that keeps your employees sharp with the latest tools and technology to help provide the best possible support and experience. Feedback: When we take our car to a dealer or repair center, a mechanic hooks a computer up to the car to perform a “diagnostic check.”

Customer Experience 349

Customer Experience Advertising Feedback Engineering 349

Calabrio

MARCH 25, 2025

Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. Table of Contents What is the Voice of the Customer (VoC)?

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

PeopleMetrics

MARCH 11, 2025

Customers notice when a survey is slapped together with a generic, low-budget tool. If it lacks branding, feels impersonal, or looks like it was designed in seconds, it signals that you dont care that much about their feedback. Customers expect a seamless, branded, high-quality experienceeven when providing feedback. The result?

Surveys 100

Surveys Feedback Chatbots Enterprise 100

AWS Machine Learning

OCTOBER 29, 2024

Observability empowers you to proactively monitor and analyze your generative AI applications, and evaluation helps you collect feedback, refine models, and enhance output quality. In the context of Amazon Bedrock , observability and evaluation become even more crucial.

Best practices 114

Best practices Feedback Metrics APIs 114

AWS Machine Learning

APRIL 9, 2025

For example, an agent might select the wrong tool or use correct tools with incorrect parameters. HITL can take many forms, from end-users approving actions and providing feedback, to subject matter experts reviewing responses offline and agents working alongside customer service representatives.

APIs 120

APIs Entertainment Enterprise Feedback 120

ShepHyken

NOVEMBER 20, 2020

Live chat and chatbots are the best tools to reduce the response time and improve the customer satisfaction rate. A lack of regular feedback between employees and managers leads to a lack of motivation and subsequent deterioration of service quality. Consider these meetings to keep the feedback flowing: Weekly group meetings.

Customer Service 375

Customer Service Chatbots Education Feedback 375

ShepHyken

AUGUST 27, 2021

This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. Word of mouth is considered to be one of the strongest public relations tools used by companies across the domains. This is where customer experience can be a remarkable tool to spread the word.

Customer Experience 401

Customer Experience Customer advocacy Technical Support Finance 401

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. Net Promoter Score (NPS) — Establishing baseline ratings and gathering key customer feedback . Happy Enabled Employees = Happy Customers.

Customer Experience 363

Customer Experience Transportation Feedback Metrics 363

3CLogic

DECEMBER 17, 2024

5 Self-service tools powered by AI, such as Conversational AI and GenAI, empower customers to resolve issues independently while providing personalized, real-time responses to their questions and concerns. Investments in EX, including AI Coaching, real-time feedback, etc.,

Contact Center 98

Contact Center Self service Coaching Benchmark 98

TeleDirect

JANUARY 20, 2025

Solicit feedback to identify improvement areas. Leveraging Technology for Customer Loyalty Modern call centers utilize advanced tools to enhance the customer experience, such as: CRM Systems: Deliver personalized service with access to customer history. Best Practices: Contact the customer to confirm the issue has been resolved.

Call Center 127

Call Center First call resolution Best practices CRM 127

ShepHyken

AUGUST 13, 2021

Social media is a powerful tool that can encourage customers to acknowledge a job well done. It has shifted the goalposts for businesses as online customer feedback can be viewed by any user. It is therefore a powerful tool that can be used to build reputations and break reputations. . KFC – #KFCCrisis.

Customer Experience 375

Customer Experience Management Chatbots Accountability 375

ROI CX Solutions

APRIL 24, 2025

From improving call efficiency to supporting new agent onboarding and offering personalized, clear interactions, well-crafted scripts are essential tools for delivering top-tier service in modern contact centers. Ask for their feedback on what went well in the call and discuss what they wouldve done differently in the situation.

Scripts 92

Scripts Call Center Upselling Feedback 92

CX Accelerator

NOVEMBER 7, 2023

11) have zero channels for customer feedback. Tanuj Diwan , advising that we listen to all customers with an open mind says: 17) get offended by customer complaints, feedback, and do nothing about them. 11) have zero channels for customer feedback. 5) put profits before purpose. 6) do not invest in the human experience. ,

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

ShepHyken

AUGUST 24, 2021

.” “If you have the information such as trends, customer behavior, and feedback, use it to proactively serve your customers.” He founded Custify to provide a tool that helps companies get the most out of the time they spend with their customers.

SaaS 363

SaaS Upselling Customer retention Feedback 363

ShepHyken

JANUARY 15, 2021

Send out surveys for customers to fill in and offer plenty of opportunities for them to provide feedback – both good and bad. Customer retention can give a very clear indication of satisfaction, and this one is relatively simple to keep track of using the most commonly used analytics tools.

Customer Experience 353

Customer Experience Metrics Customer retention Analytics 353

AWS Machine Learning

MARCH 6, 2025

This blog post delves into how these innovative tools synergize to elevate the performance of your AI applications, ensuring they not only meet but exceed the exacting standards of enterprise-level deployments. Lets dive in and discover how these powerful tools can help you build more effective and reliable AI-powered solutions.

Metrics 119

Metrics Enterprise APIs Engineering 119

Calabrio

MARCH 26, 2025

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

Coaching 85

Coaching Call Center Morale Analytics 85

CCNG

JUNE 5, 2024

I am thrilled that the vast majority of organizations have started to realize that it is important to get feedback from their customers. In this article, I would like to discuss some of the common mistakes made in conducting customer surveys and then lay out how a complete customer feedback program should be organized.

Surveys 195

Surveys Construction CCNG Feedback 195

AWS Machine Learning

DECEMBER 4, 2024

SageMaker Unified Studio setup SageMaker Unified Studio is a browser-based web application where you can use all your data and tools for analytics and AI. Building a generative AI application SageMaker Unified Studio offers tools to discover and build with generative AI. To get started, you need to build a project.

APIs 107

APIs Sales Surveys Analytics 107

CSM Magazine

FEBRUARY 6, 2025

Regularly revisit and adjust your milestones to reflect customer feedback and shifting priorities. Assign Tools and Resources What tools, personnel, or systems will help you achieve your customer service goals? AI Tools : Automate repetitive tasks such as managing tickets or categorizing queries.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

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. Traditional annotation tools, with basic playback and marking capabilities, often fall short in capturing these nuanced details.

APIs 103

APIs Feedback Telecommunications Management 103

Calabrio

FEBRUARY 24, 2025

This is no ordinary recognitionless than 1% of companies earn a spot on this list, and its all thanks to the incredible feedback and support from our customers Why This Award Matters G2 is the world’s largest and most trusted software marketplace. What Sets Calabrios Customer Service Software Apart?

Customer Service 95

Customer Service Analytics Contact Center Coaching 95

ShepHyken

DECEMBER 18, 2023

This is why feedback is important. Using tools like Net Promoter Scores (NPS) to measure customer and employee experiences provides valuable insights. ” “Listening to feedback is magic. Then, we make positive changes out of that feedback. We listen, and we improve ourselves.”

Customer centricity 240

Customer centricity Feedback Customer Experience Customer Service 240