ShepHyken
NOVEMBER 27, 2020
Your employees are not only the backbone of your business, but they are also a voice that can tell you how you’re doing overall. As Customer Thermometer explains, customer surveys are a great way to gain insight that you can turn into an action plan. Seek input from your employees.
ShepHyken
MAY 24, 2019
This week we feature an article by Gaetano DiNardi who discusses how many customer service surveys are not giving you proper data and suggests how to improve them. And when you are asked to stay on the phone to provide answers to a brief survey after a customer interaction, do you ever do it? But can that data be trusted?
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ShepHyken
JULY 23, 2021
Relying on one another builds trust and helps every team member learn how to achieve multipart goals with others. . For example, you can create tests and surveys with automated grading and also see visual reports that are easy to understand. Inspires Creativity via Discussion Forums and Feedback .
ShepHyken
JANUARY 15, 2021
Many important customer experience metrics can be measured in a quantitative way, and this will give a company a great overview of how its customer experience strategies are developing. Take a look at our brief guide on how to monitor customer experience to learn how to make changes that’ll benefit your customers, and your business.
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Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty. Now the question is: how to get CX right?
Beyond Philosophy
SEPTEMBER 26, 2018
We discussed how to measure customer emotions on our recent podcast. Today we will discuss how to measure feelings, which feelings you should measure, and where and when you should measure them. How Do We Measure a Feeling? By that, I mean with a customer survey in the mail or online, etc.
Beyond Philosophy
FEBRUARY 22, 2019
Measuring customer emotions is vitally important as over 50% of a customer experience is about how a customer feels. This appears to be a significant challenge for researcher’s in today’s world, as well as getting Customers to answer surveys in the first place. <!–more–>
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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.
Speaker: Carrie Melissa Jones Founder, Gather Community Consulting
On August 12th at 12 pm EDT, Carrie Melissa Jones will be sharing the importance of undertaking research whether you are preparing to launch your community or are planning a strategic pivot, and how it can impact cross-organizational value. Plan community-specific research.
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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.
Speaker: Sam Hahn, VP of Technology & Technology Evangelist, eGain Corporation
However, only 4% of respondents said they had even deployed AI, let alone get business benefits from it, according to a Gartner survey. Want to know how to overcome these impediments, and succeed with AI in 2019? By the end of this webinar, you will know: How to overcome roadblocks to implementing artificial intelligence.
Speaker: Adam Saad - Founder & CEO, Tech Stack Advising
On the other side of the world, another agent is conducting surveys and can’t seem to keep a caller on the line. At the end of this webinar, you will walk away with insights including: How to keep your company’s cultural message clear. How working in different environments can potentially affect agent engagement.
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
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