Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. From that point on, I saw vast improvements in my trainees and got excellent feedback.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). In this blog post we provide a glimpse at some of the CRS Clearwater sessions outside of the previously covered keynotes, including panel discussions, pre-conference workshops, and breakout sessions.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Logicalware

AUGUST 26, 2021

So in this blog, I thought I’d share some of the most interesting UK, EMEA and global insights I’ve seen in relation to customer behaviour, experience and interaction. In a recent Accenture global survey , 50% of respondents agreed that “the pandemic made me totally revise my personal purpose and what is important for me in life”.

Invoicing 88

Invoicing Start-ups Omnichannel Customer Service 88

PeopleMetrics

JANUARY 19, 2018

It is a combination of the patient’s interactions with their healthcare provider, their insurance company, and the prescription itself. Patient Feedback. Companies can leverage internal processes they are already familiar with by surveying patients at each stage of the treatment journey.

Pharmaceutical 93

Pharmaceutical Healthcare Customer Experience Entertainment 93

Qualtrics

JULY 18, 2019

Collecting feedback from customers and employees is more important now than ever before. And, as we shared in this recent blog post, there are more ways than ever before to do it. Simply collecting feedback, though, won’t make you successful. Perhaps you share customer feedback internally now among your colleagues and managers.

Close the Loop 49

Close the Loop Government Customer Feedback Construction 49

SurveySensum

MARCH 17, 2023

Car manufacturers, dealers, and OEMs are utilizing customer feedback tools to understand customer expectations and improve their services accordingly. Possession of mobility is changing & moving towards the best service and shareability Accenture surveyed 7.5K Make sure to stay on top of customer trends and preferences.

Customer Experience 52

Customer Experience Manufacturing Entertainment Touchpoint 52

SurveySensum

MAY 25, 2023

Why should you NOT use tNPS surveys? When to use tNPS surveys? 20 tNPS survey questions with examples How to calculate tNPS? Takeaway In the realm of customer-centric businesses, one thing is clear—they understand the immense power of customer feedback. What is tNPS? Why is tNPS important? What is a good tNPS score?

Net Promoter Score 52

Net Promoter Score NPS Touchpoint Customer Satisfaction 52

Qualtrics

JANUARY 29, 2019

On connecting feedback to Brookdale’s mission: Our mission is to enrich lives, everything we do is to enrich a life. Feedback is a big part of our culture, so we coined the term “feedback is a gift”. We do surveys and have a resident-family connection hotline to solicit feedback. For example, life insurance.

Net Promoter Score 31

Net Promoter Score NPS CX Healthcare 31

SurveySensum

SEPTEMBER 7, 2023

And within an hour you received a survey in your inbox – ‘How likely are you to recommend the washing machine to your friends?’ A CSAT Survey on delivery experience – ‘On a scale of 1 to 5, how satisfied are you with your overall experience with our delivery service?’ When to Send a Relationship NPS Survey?

NPS 52

NPS Net Promoter Score Close the Loop B2B 52

Lumoa

DECEMBER 15, 2022

Collecting feedback from customers gives you powerful data to improve performance, making it one of the most valuable and cost-effective business tools. For example, a business insurance company can use VoC analytics to determine which industries they should target. Customer Surveys. But you have to do more than listen.

VOC 94

VOC Social Media Close the Loop Customer Feedback 94

Qualtrics

JANUARY 30, 2019

Hear from BuzzFeed’s Chief People Officer, Lenke Taylor about how they’re employing technology to answer common HR questions, encourage employees to network with colleagues, act on employee feedback, and more. On creating a culture of feedback: Our starting point is our annual employee survey from Qualtrics. Over to Lenke!

Entertainment 20

Entertainment Start-ups Technology Technology 20

Customer Bliss

JULY 7, 2016

That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. However, they didn’t do a good job of getting feedback from dealers on that project. “We Fearlessly, with no holds barred. How do you make your office a great place to work?

Customer Experience 56

Customer Experience Non-Profits B2C B2B 56

Intercom, Inc.

MAY 22, 2019

Deepa Subramanian (a graduate of Harvard Law School and a veteran of Salesforce) set out to improve businesses’ understanding of the customer voice by co-founding Wootric , a platform that offers a range of feedback collection and analysis tools to help teams gain deeper, more relevant insights into their users’ desires and complaints.

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. Jonathan Levitt – Chief Marketing Officer at Voxco Survey Software.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Lumoa

APRIL 24, 2018

blog linkedin twitter Why? "I blog linkedin twitter Why? blog linkedin twitter Why? blog linkedin twitter Why? Tracking feedback of any kind helps leaders recognize when things are going well and when they are not. blog linkedin twitter Why? blog linkedin twitter Why? blog linkedin twitter Why? "It

NPS 135

NPS CX Net Promoter Score Close the Loop 135

Qualtrics

SEPTEMBER 15, 2020

It’s essential to understand the shift in online marketing, sales, communication channels, and that applies across so many industries from retail, insurance, banking, healthcare. It also feels a little less survey-like, it can be very easy in terms of how you're making the request for feedback. So that really resonates with me.

Healthcare 26

Healthcare CX Innovation Start-ups 26

Comm100

SEPTEMBER 28, 2022

Similarly, a utilization rate that is too high may result in rushed chats, mistakes in documentation, negative customer feedback, and agent stress. One way to measure FCR effectively is to ask customers in the post-chat survey if their issue was resolved the first time. In the end, the customer is the ultimate expert on him or herself.

Customer Satisfaction 93

Customer Satisfaction Net Promoter Score Sales Start-ups 93

ProProfs

DECEMBER 1, 2021

We’ll learn more about them later in this blog so stay with us. Training in the healthcare industry remains incomplete with a program on HIPAA or The Health Insurance Portability and Accountability Act. For this, you can deploy different types of online employee surveys to gauge their needs. Add instant feedback.

Healthcare 52

Healthcare Compliance Start-ups Education 52

ProProfs

DECEMBER 23, 2020

Similarly, a study based on the European Working Conditions Surveys, and National Surveys on Working Conditions in Spain, concluded that among healthcare professionals, the nurses are most exposed to occupational violence. This blog post discusses this and more. Let’s dive in. What Is Workplace Violence Training for Employees?

Healthcare 52

Healthcare Compliance Education Start-ups 52

Comm100

MAY 1, 2018

population survey. Ease Gen Xers skepticism through one-on-one contact that cuts through the bureaucracy, and by giving them constructive feedback. According to a Monster survey , the top three must-haves for Gen Zers are (1) Health insurance, (2) A competitive salary, and (3) A boss they respect. Baby Boomers.

Start-ups 41

Start-ups Social Media Education Technology 41