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 213

Customer Service Chatbots Feedback Personalization 213

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 231

Customer Service Customer Support Feedback Technology 231

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experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated.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 Analytics Contact Center Surveys 52

PeopleMetrics

MARCH 6, 2025

Here are three major problems with relying on overly short surveys: Lack of Granularity: With only one open-ended "why" question, you're banking on customers to spontaneously provide detailed feedback about specific parts of their experience. Text analytics tools are impressive and improving rapidly, but they're not foolproof.

Surveys 117

Surveys B2C B2B Banking 117

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 346

B2C Customer centricity Feedback Upselling 346

PeopleMetrics

JANUARY 29, 2025

While VoC focuses on real-time, operational feedback from all customers, market research traditionally delivers strategic insights based on a sample of customers. Example: A telecom provider integrates feedback from a post call, customer support survey (VoC) and a brand perception survey (market research).

Marketing 116

Marketing Airlines Surveys Feedback 116

PeopleMetrics

JANUARY 20, 2025

These advanced systems have transformed how we process, interpret, and act on unstructured feedback. Deeper Understanding of Context and Nuance In 2017, machine learning excelled at identifying patterns and classifying feedback. Machine learning tools required technical expertise, often confined to teams with programming knowledge.

Analytics 118

Analytics Airlines Feedback Surveys 118

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 408

Feedback Surveys Management Employee engagement 408

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 346

Customer Experience Advertising Feedback Engineering 346

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

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

PeopleMetrics

JANUARY 24, 2025

Root Cause Analysis Across Touchpoints As I have mentioned in recent blog posts , AI-powered text analytics dives into unstructured feedback to reveal whats driving customer sentiment. By analyzing feedback and behavior across touchpoints, AI uncovers relationships between service interactions and broader customer sentiment.

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118

CSM Magazine

FEBRUARY 5, 2025

While traditional feedback forms and online surveys are effective, they often miss capturing the sentiment of customers while their experience is still fresh. Thats where feedback kiosks step in. Feedback kiosks are physical devices placed within your store that allow customers to share their opinions instantly.

Feedback 52

Feedback Surveys Best practices CRM 52

PeopleMetrics

FEBRUARY 18, 2025

Surveys are evolving into smarter, more dynamic tools for capturing customer feedback. When multiple departments at a company independently reach out to the same customer, feedback becomes diluted and, frankly, annoying to the customer. Today, AI-driven tools can generate entire questionnaires in seconds.

Surveys 104

Surveys Calibration Feedback Engineering 104

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 371

Customer Service Chatbots Education Feedback 371

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 111

Best practices Feedback Metrics APIs 111

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 398

Customer Experience Technical Support Customer advocacy Finance 398

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

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 360

Customer Experience Transportation Feedback Metrics 360

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 CRM Best practices 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 371

Customer Experience Management Chatbots Accountability 371

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

MAY 27, 2022

In customer support, management needs to take feedback from support agents and consolidate it to optimize business processes. Data analytics and various technological tools can help businesses record user engagement patterns, learn from them, and find ways to solve challenges faced by customer support employees in dealing with customers.?

Customer Support 323

Customer Support Employee engagement Call Center Scripts 323

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 360

SaaS Upselling Customer retention Feedback 360

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

PeopleMetrics

JANUARY 13, 2025

Artificial intelligence (AI) has entered the scene, giving us tools to listen better, act faster, and predict what customers need before they even tell us. Today, AI has made it possible to listen and act on feedback across every channelemails, chats, reviews, and even voice interactionsin ways that were unimaginable back then.

Customer centricity 71

Customer centricity B2B Feedback Surveys 71

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

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

TeleDirect

MARCH 20, 2025

Utilize Customer Feedback to Drive Improvements Customer feedback is a valuable tool for identifying areas where service can be improved. How to Gather Feedback: Conduct post-call surveys to gauge satisfaction. Provide feedback to agents with specific, actionable advice.

Call Center 62

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

CCNG

JULY 10, 2024

The past year alone has witnessed remarkable changes, from the rise of generative AI to innovative tools empowering both agents and supervisors. Unlike conventional automation tools, GenAI adds a human touch, crafting personalized responses that cater to each customer’s unique needs. But the benefits don’t stop there.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195