Callminer

AUGUST 26, 2024

Learn how the call center has been modernized with call center training software that monitors agent performance, provides continuous data insights, and supports agents with immediate feedback.

Call Center 182

Call Center Feedback 182

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 359

Customer Experience Advertising Feedback Engineering 359

Beyond Philosophy

JULY 16, 2020

From a Customer Experience perspective, the changing nature of memory means when you’re asking for customer feedback of what that experience was like, the words that you use can influence how the customer remembers the experience. Not only does that go against the idea of getting authentic feedback, but it can also backfire.

Feedback 486

Feedback Consulting Consulting Government 486

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 360

B2C Customer centricity Feedback Upselling 360

ShepHyken

MARCH 31, 2021

Focus on Feedback. This brings your customers in for a face-to-face discussion, giving you real feedback and the chance to learn your customers’ opinions of your most current offerings. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. Conduct a Focus Group.

Feedback 405

Feedback Surveys Sales Customer Service 405

ShepHyken

JULY 13, 2022

I had an opportunity to interview Adam Alfia of Realtime Feedback for an episode of Amazing Business Radio. Realtime Feedback is exactly what it sounds like. Alfia and his team created a solution for customers to leave feedback at the moment it’s needed. When Realtime Feedback was starting up, that was its mantra.

Feedback 331

Feedback Personalization Customer Experience Customer Service 331

ShepHyken

APRIL 8, 2020

There are plenty of ways to get feedback. You can get objective and subjective feedback. I could go on and on about the different ways to measure your customer’s feedback. What a great way to do research and get feedback! It’s one thing to ask your customers for feedback. Do you have access to them?

Coaching 323

Coaching Feedback Customer effort Surveys 323

ShepHyken

JANUARY 26, 2022

In the past, companies have sent me surveys that were so long I became tired – or fatigued – at some point during the survey, and as a result, I wouldn’t complete it and therefore the company never received my feedback. If I have something to say, I’m happy to share some feedback. Feedback is nothing if you don’t do anything with it.

Surveys 323

Surveys Airlines Feedback Customer Service 323

AWS Machine Learning

APRIL 24, 2024

The Amazon D&C team implemented the solution in a pilot for Amazon engineers and collected user feedback. In this post, we share how we analyzed the feedback data and identified limitations of accuracy and hallucinations RAG provided, and used the human evaluation score to train the model through reinforcement learning.

Engineering 137

Engineering Feedback Construction Analytics 137

ShepHyken

SEPTEMBER 29, 2020

When designing a mystery shopping or other measurement/feedback program, it’s important to first understand what you’re trying to measure. Develop new strategies and implement training where it’s needed. Quotes: “Being able to measure customer service gives you feedback on where to develop new strategies and implement training.

B2C 323

B2C B2B Feedback Consulting 323

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 132

Feedback APIs Engineering Surveys 132

Beyond Philosophy

AUGUST 13, 2020

Organizations train customers on how to do things. My point is that we train our customers to interface with our systems, so designing them frictionless is essential. Use feedback from disgruntled or struggling customers to reduce Customer Effort. Minimize channel switching by increasing self-service channel stickiness.

Customer effort 457

Customer effort Government Consulting Consulting 457

ShepHyken

DECEMBER 3, 2024

71% assume the company or brand won’t make changes after receiving their feedback. And, if appropriate, acknowledge their specific feedback and let them know how you are using it. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Surveys 227

Surveys Feedback Customer Service Customer Experience 227

ShepHyken

MARCH 12, 2024

Get Feedback: There is only one way to know for sure that you’re delivering on your company’s personality experience. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Personalization 401

Personalization Advertising Feedback Customer Service 401

AWS Machine Learning

JUNE 25, 2024

Extracting valuable insights from customer feedback presents several significant challenges. Scalability becomes an issue as the amount of feedback grows, hindering the ability to respond promptly and address customer concerns. Large language models (LLMs) have transformed the way we engage with and process natural language.

Feedback 132

Feedback Engineering Enterprise Technical Support 132

ShepHyken

DECEMBER 22, 2021

We had some great feedback on The Three N’s of Employee Fulfillment article and video. We welcome him back this week with a simple feedback technique connected to his Three N strategy that will help you motivate and keep your best employees. . Plenty of great comments. Here’s a very short refresher in case you missed it.

Feedback 352

Feedback Customer Service 352

Toister Performance Solutions

NOVEMBER 14, 2024

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?

Customer Service 92

Customer Service Coaching Best practices Contact Center 92

ShepHyken

JULY 29, 2020

It is about being so focused on a consistent and predictable experience that we hear the same feedback over and over again. It’s about the proper training to create the consistent experience. (By By the way, that training must be ongoing and consistent, too.) This is not about a boring experience. Follow on Twitter: @Hyken.

Customer Service 686

Customer Service Feedback Customer Experience Marketing 686

ShepHyken

DECEMBER 1, 2021

In all of the Three N’s, feedback is imperative. Sharing positive feedback with employees is what this is all about. Share positive feedback with your employees. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. He couldn’t wait to go back to work the next day. .

Healthcare 334

Healthcare Feedback Customer Service Employee engagement 334

ShepHyken

DECEMBER 3, 2021

Prior to my arrival at XGS, the company had trained its focus on the flooring space and had kicked off an ambitious growth phase. . 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.

Customer Experience 374

Customer Experience Transportation Feedback Metrics 374

ShepHyken

JULY 15, 2022

Step 4: You assign your best client success manager on their account and ensure they’re scheduled for your monthly training workshops as a non-negotiable. Step 5: You send a feedback survey plus a gift card after four weeks in the program to gauge where they’re at and see how it’s going.

Coaching 353

Coaching Customer centricity Accountability Feedback 353

ShepHyken

FEBRUARY 14, 2022

can give you numbers but the verbatim answers that come with qualitative feedback questions (open-ended questions) can give you some incredible insights. 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 323

Customer Service Surveys Customer Experience Accountability 323

ShepHyken

MARCH 24, 2021

Feedback and ratings will help drive that effort. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. The ratings and reviews were nice, but the opportunity to do more business vanishes if they don’t return. For information, contact 314-692-2200 or www.hyken.com.

Metrics 404

Metrics Feedback Sales Customer Service 404

ShepHyken

JUNE 17, 2019

How to Turn Positive Feedback into Positive Results by Ashley Scrace Wendel. Freshdesk) What we almost never hear about is what to do about positive feedback. Well, the same focus should be on positive feedback you receive. That’s the challenge – to do something with that positive feedback. They are left out.

Customer Service 294

Customer Service Scripts Feedback Call Center 294

ShepHyken

SEPTEMBER 29, 2022

They don’t know about the hours of training the employees are going through. The reward these customers give isn’t in the form of accolades, although feedback is a gift. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. All of this is happening inside their organization.

Feedback 334

Feedback Customer Service Customer Experience 334

ShepHyken

OCTOBER 19, 2022

As you “shout” your brand promise, the feedback you get in return is the echo. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. Based on all their awards and the comments from happy customers posted on social channels, they deliver. . Follow on Twitter: @Hyken.

Automotive 323

Automotive Advertising Engineering Feedback 323

ShepHyken

AUGUST 24, 2021

. – Around 30% of customers who want to cancel a service can be recovered if companies take time to have a conversation with them to uncover why they want to cancel and what can be done (such as discounts or product training) to continue the relationship.

SaaS 374

SaaS Upselling Customer retention Feedback 374

ShepHyken

DECEMBER 27, 2022

When you hear good feedback and read positive testimonials, put that data into your process so that all your customers can have the same amazing experience. Train them to listen for customer insights, take notes, and share with everyone in the organization. .” ” About: Amy Brown is the founder and CEO of Authenticx.

Customer centricity 331

Customer centricity Healthcare Employee engagement Surveys 331

Callminer

FEBRUARY 4, 2021

Firstly, contact centers can make use of call analytics software to analyze past call recordings and use them to train agents how to identify vulnerable customers. Addressing increased vulnerability will take training…”. They can then incorporate serving customers with these specific vulnerabilities into training. Adrian Travis.

Call Center 345

Call Center Contact Center Finance Consulting 345

AWS Machine Learning

MAY 1, 2024

It comes in a range of parameter sizes—7 billion, 13 billion, and 70 billion—as well as pre-trained and fine-tuned variations. Many practitioners fine-tune or pre-train these Llama 2 models with their own text data to improve accuracy for their specific use case.

Scripts 126

Scripts Best practices Engineering Management 126

ShepHyken

JUNE 10, 2019

My Comment: I’ve been paying attention to how good companies are getting feedback (in the form of customer surveys). How to train employees to provide customers with memorable experiences by Tara. It takes an investment from the company they work for in the form of training. And, they can’t do it on their own.

Customer Service 299

Customer Service Surveys Customer Experience Feedback 299