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Don’t Wait to Get Feedback Until After the Experience Is Over 

ShepHyken

He talked about collecting feedback during the experience in addition to asking for it after the experience. Asking for Feedback during the Process If this topic sounds familiar, it might be because I covered the concept of real-time feedback after interviewing Adam Alfia, whose company is called Realtime Feedback.

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Feedback Narcissism

ShepHyken

As I read the article, I thought that another way to position this concept, as it applies to the customer experience, is something I now refer to as feedback narcissism. . Feedback is a gift. If the feedback is negative, what can be done to prevent or at least mitigate the problem from happening for future customers?

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Guest Post: A Guide to Training Employees to Deliver Outstanding eCommerce Customer Service

ShepHyken

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.

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Uncovering the True Enemy of Great Customer Service with Brian Hamilton

ShepHyken

How can companies get better customer feedback? Your employees are just as valuable sources of feedback as your customers. While customer surveys and digital feedback are helpful, the most valuable insights often come from direct observation and conversations. How can businesses move beyond customer satisfaction metrics?

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Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

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Training Plan for Phone-Based Customer Service

Toister Performance Solutions

This plan will help you train employees who serve customers over the phone. This training plan uses a unique approach to training videos. Step 1: Create a training plan. Tell your team about the training and what to expect. Tell your team about the training and what to expect. Why is it important?

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How to Learn About Your Customers’ Complaints – Even When They Don’t Tell You

ShepHyken

Direct feedback is a gift. Short of direct feedback, which in my opinion is still the best way to learn if your customers love you (or not), read competitor reviews on their websites or in the B2B world and partake in industry forums to find out what customers are saying about the companies they do business with.

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Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.

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5 Reasons CC Training Requires Automation

The rush to deploy technology addresses only half the training equation. With automation and digitizing training, we can scale performance-based training and deliver more job-ready employees by automating the repetition, feedback, and reinforcement they need to build confidence and develop the skills required to perform better.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

Are you having trouble trying to decipher impractical or conflicting feedback? 💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request?

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Top Techniques for Coaching Your Contact Center Agents

Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic

At the same time, manual coaching techniques are time-intensive and deliver feedback on a handful of cases, resulting in a high attrition rate and poor customer experience. The importance of efficiency when onboarding and training agents. Attendees will walk away with insight on the following: Critical components for coaching programs.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.