CCNG

SEPTEMBER 11, 2024

The technological advancements of recent years have paved the way for transformative trends that are reshaping how contact centers operate, deliver services, and engage with customers. Performance Monitoring and Feedback: Monitor agent performance to identify improvement areas and provide clear, actionable feedback promptly.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

ShepHyken

NOVEMBER 3, 2021

But what happens when it becomes a trend? I would love to get some service-related feedback. Second, beyond the feedback, listen to what customers and employees are saying, which gives your measurement some context. And third, once you have data and feedback, do something about it. He writes: .

Customer Experience 423

Customer Experience Feedback Customer Service Personalization 423

CCNG

MARCH 13, 2024

While we dive into what new trends and technology we will see, it is great to understand what won’t change in the contact center: a never-ending quest to elevate the customer experience while driving efficiency. Continuous Improvement: Adopt an iterative approach to enhancement, constantly seeking feedback and making incremental improvements.

Customer Experience 195

Customer Experience outsourcing Contact Center Analytics 195

ShepHyken

NOVEMBER 6, 2023

Top Takeaways: Customer feedback is crucial for businesses of all industries. By actively seeking and analyzing feedback, businesses can identify areas of improvement, make informed decisions, and ultimately enhance their overall customer experience. The value of customer feedback lies not just in data collection but in taking action.

Feedback 356

Feedback Healthcare Analytics Customer Service 356

Beyond Philosophy

DECEMBER 10, 2018

Before the internet and social media, there were limited ways to get feedback from customers, especially if you didn’t have a brick and mortar location where you saw them face to face. In those days, customer surveys played an important role in getting feedback from people who had done business with you.

Surveys 395

Surveys Airlines Feedback Customer Experience 395

ShepHyken

OCTOBER 8, 2021

Make Note of Feedback. Whenever you receive feedback from a customer (good or bad — but especially when it’s bad), make note of it. . Whenever you receive feedback from a customer (good or bad — but especially when it’s bad), make note of it. . However, you can turn these negative communications into positives. .

Best practices 359

Best practices Customer Service Morale Feedback 359

3CLogic

DECEMBER 17, 2024

Let's explore top trends and predictions to help your organization stay ahead of the curve, deliver outstanding CX and/or EX, and maximize ROI in 2025 and beyond. Trends and predictions shaping the contact center of tomorrow 1. 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. For example, employee turnover dropped more than 100 percent quarter over quarter and we are continuing that impressive trend. . Voice of Customer.

Customer Experience 370

Customer Experience Transportation Feedback Metrics 370

ShepHyken

AUGUST 24, 2021

” “If you have the information such as trends, customer behavior, and feedback, use it to proactively serve your customers.” .” “Building a strong relationship and making sure that customers continuously get value from your products is the best way to prevent customer churn.”

SaaS 370

SaaS Upselling Customer retention Feedback 370

ShepHyken

JANUARY 7, 2025

Why is it important to get feedback in real time? Gathering feedback while someone is using a service, not just after, can provide valuable insights to improve processes and fix issues before they escalate constantly. When many people provide feedback, it can be analyzed to show trends and areas for improvement.

Government 216

Government Chief Customer Officer Customer Experience Feedback 216

ShepHyken

OCTOBER 15, 2018

When customers won’t comment: How to encourage customer feedback by Georgina Nelson. MyCustomer) When it comes to collecting customer feedback, brands shouldn’t fret about the odd negative review. My Comment: For many businesses, customer feedback and reviews are an important marketing strategy.

Customer Service 237

Customer Service Automotive Feedback Customer centricity 237

ShepHyken

DECEMBER 28, 2020

Predictions: 10 Customer experience trends for 2021 by Rosalyn Page. CMO) CMO asks the experts about the customer experience trends heading towards marketers and CX professionals in 2021. CMO (the publication) asked ten experts about the trends they see heading into the new year. So many stats are based on consumer feedback.

Customer Service 289

Customer Service B2B Customer Experience Marketing 289

Callminer

FEBRUARY 5, 2023

Read this blog to learn how customer feedback data can be the key to transforming experiences. Today's financial services organizations face an entirely new set of CX challenges.

Feedback 182

Feedback 182

CX Accelerator

JUNE 8, 2020

He goes on to highlight two key benefits of this practice: Identify current customer trends as they are happening. As he points out, “The customer isn’t actually using their voice to provide feedback.” There are some added benefits to these meetings: Gain insight about industry trends. The first is ethnographic testing.

Surveys 345

Surveys Contact Center Consulting Consulting 345

ShepHyken

OCTOBER 27, 2024

What Customer Service Trends Should You Jump On Now? My Comment: I like this article, which shares some of the big trends in customer service and CX, tells us why and then suggests what we might do with the information. As technology is changing faster than ever, the trends are changing as well. Engage, Delete, Ignore or Snub?

Customer Service 208

Customer Service B2B Chatbots Education 208

ShepHyken

AUGUST 31, 2023

Improved customer feedback and insights Your customer satisfaction (CSAT) and net promoter scores (NPS) provide invaluable insight into how satisfied customers are with their experience. Even handling negative feedback offers valuable opportunities for growth. No more missed opportunities for a sale!

Journey mapping 339

Journey mapping Upselling CRM Feedback 339

ShepHyken

MARCH 18, 2019

It’s one thing to implement the survey to get feedback. It’s another to properly use that feedback. CX in 2019: Top Customer Experience Trends to Keep on Your Radar by Gavin James. My Comment: It doesn’t hurt to be reminded of important trends in the customer service and CX world. And, that’s what this article is about.

Customer Service 232

Customer Service Customer centricity Feedback Surveys 232

Fonolo

JANUARY 26, 2023

We asked nine influencers and leaders in the CX and contact center spaces to weigh in on the biggest trends for 2023. Agent Empowerment The evolving role of the agent in the contact center was one key trend many of our influencers are watching. And their answers may not be what you expect.

Contact Center 126

Contact Center Agent Empowerment Self service Employee engagement 126

Beyond Philosophy

NOVEMBER 28, 2016

They can also provide useful feedback and build brand-based communities. Through targeted research, and resultant training, communication, process, and reward and recognition programs, what we define as ambassadorship formalizes the direction in which employee engagement has been trending toward for years. Today, is that enough?

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

ShepHyken

JULY 26, 2019

Gain feedbacks in real-time – Feedbacks have always been a must! Try capturing feedbacks in real-time. Of course, you can even think of making specific outbound calls to gain more insightful feedback. Besides his profession, Charles likes to share some new and trending technical aspects.

Customer Experience 301

Customer Experience Feedback Customer centricity Customer retention 301

ShepHyken

APRIL 30, 2021

Customer Service Trends For 2021 . Here are five customer service trends to watch out for in 2021:? . In 2021, you can gain an edge over the competition by introducing predictive analytics to analyze the user experience and close the customer feedback loop. . Automating Service-Desk With NLP-Based Chatbots.

Customer Service 382

Customer Service Chatbots Analytics Upselling 382

ShepHyken

APRIL 2, 2021

However, according to Stella Connect’s Customer Service Trends for 2021 report , 80% of survey respondents prefer to talk to a real support agent, versus figuring out the issue with self-service options. It’s how you handle that feedback that makes a difference.

Customer Service 303

Customer Service Metrics Self service Average Handle Time 303

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 118

Engineering Feedback Construction Analytics 118

ShepHyken

SEPTEMBER 7, 2020

Four Experts, One Question: How Do You Give Constructive Feedback That Is Actually Constructive? My Comment: Feedback is crucial to the growth of your team members. The author went out to four experts (myself included) and asked us, “How do you give constructive feedback that is actually constructive?” by Steve Williamson.

Construction 235

Construction Customer Service Feedback Customer retention 235

Callminer

MAY 29, 2019

This will enable you to deliver automated performance feedback to agents and supervisors, and necessary insights to manage any quality assurance processes more efficiently. By utilizing recordings in this way, companies can categorize their calls and search for trends in customer behavior (e.g.

Contact Center 223

Contact Center Coaching Analytics Call Center 223

Beyond Philosophy

JUNE 15, 2017

To engage Millennials, give them feedback about their performance early and often. This trend must change to maintain the standards of your Customer Experience moving into the next decade. Here are three things you can do today to try to engage your millennial employees: Communicate how their work matters.

Employee engagement 364

Employee engagement Consulting Consulting Customer Experience 364

CSM Magazine

NOVEMBER 14, 2024

Customer feedback – when utilized correctly – is a great way of improving service, standards, and products and thus, increasing profits. Naturally, there is a balance to be struck between acting on every piece of feedback and simply ignoring every negative thing said about a service or product.

Feedback 52

Feedback Marketing Management 52

ShepHyken

AUGUST 27, 2021

The drastic changes in customer behavior and online trends make it a daunting task to keep a customer base happy and loyal. Seeking feedback from the customers helps a company to segregate the experience on these phases. It is very tough to find out what customers expect from a business these days.

Customer Experience 406

Customer Experience Technical Support Finance Customer advocacy 406

ShepHyken

OCTOBER 4, 2019

Communicate with your customers, understand their pain points, capture and respond to their feedback, identify where your customer service lacks, and proactively resolve their problems. Instead, monitor business growth through increased customer visits to your online/offline business, win back ROI, and ROI generated from customer feedback.

Benchmark 311

Benchmark Customer retention Feedback Consulting 311

ShepHyken

SEPTEMBER 28, 2018

Career pathing has become increasingly important in reversing the trend of lacking engagement, but many organizations struggle with how to give employees the tools they need for designing, implementing and monitoring career trajectories. Feedback and Analytics.

Employee engagement 275

Employee engagement Education Analytics Technology 275

delighted

APRIL 1, 2024

Even negative feedback can alert you to what needs to change in order to make your events more successful. A post-event survey is a questionnaire intended to collect valuable feedback from attendees following an event. Keep reading to learn how to effectively capture the attendee experience with post-event surveys.

Surveys 100

Surveys Feedback Best practices Construction 100

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 108

Feedback Engineering Enterprise Technical Support 108

ShepHyken

MAY 14, 2021

This self-service-led trend is here to stay. This trend will dictate in 2021 and beyond, owing to its immediacy and ability to help customers at literally the click of a button. Listen and take the customer queries and feedback seriously. Consider how universal QR codes have become in restaurants.

Journey mapping 246

Journey mapping Customer Experience Self service Personalization 246

ShepHyken

JANUARY 16, 2023

Another angle is to be proactive about finding the problem, which means you’re reaching out to a customer for feedback and commentary before they make the complaint. Top Customer Experience Trends You Should Watch in 2023 by Scott Clark. Here’s a look at the top CX trends that brands should be aware of in 2023.

Customer Service 43

Customer Service Benchmark Customer centricity Customer Experience 43

CX Accelerator

AUGUST 19, 2019

It facilitates organisational responsiveness because “red flags” or declining trends over time are easily discerned. How you gain that understanding involves regression analysis on customer feedback data which is well outside the realm of this post so I’m going to leave that for another day.

Journey mapping 345

Journey mapping Metrics Telecommunications Sales 345

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

CCNG

JANUARY 19, 2021

In a recent CCNG event, I spoke about the trends that I’m seeing globally in call centres. Many of the trends that my co-presenters spoke about are convergent (many people are moving to the same approach), the main example of that being the acceleration of cloud and home working driven by reactions to Covid-19.

Call Center 195

Call Center CCNG Contact Center Feedback 195