ShepHyken
FEBRUARY 4, 2025
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.
ShepHyken
JUNE 1, 2022
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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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.
ShepHyken
FEBRUARY 18, 2025
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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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.
AWS Machine Learning
MARCH 27, 2025
In this post, we explore how you can use Amazon Bedrock to generate high-quality categorical ground truth data, which is crucial for training machine learning (ML) models in a cost-sensitive environment. This results in an imbalanced class distribution for training and test datasets.
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.
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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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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.
Advertiser: Symtrain
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.
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?
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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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.
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