Hello Customer

MAY 16, 2024

Join us every three weeks for ‘Demo Friday’ at Hello Customer, a free webinar event led by our Chief Technology Officer, Jonas Beullens. Discover how we turn customer murmurs into roars of insight that streamline feedback collection, sharpen analytics, and drive impactful changes to boost satisfaction and business growth.

Feedback 52

Feedback Engineering Analytics Metrics 52

delighted

OCTOBER 10, 2022

The customer will be waiting for acknowledgment or an update from your company, so creating an efficient, organized, and candid closed-loop feedback system to tie up loose ends with your customers is vital. What is closed-loop feedback? Why is closed-loop feedback important? Reduced customer churn.

Feedback 52

Feedback Surveys Metrics Customer Experience 52

PeopleMetrics

APRIL 12, 2017

There was a time that businesses relied on anonymous, aggregated customer feedback as the sole input for their customer strategies. It has driven innovation in banking, and it has tranformed how businesses can ask for, and act on, customer feedback. A metric that everyone understands is a metric that everyone can act on.

Metrics 87

Metrics Customer Experience Banking industry standards 87

Global Speech Networks

JUNE 1, 2021

When to collect Customer Feedback? Customer Feedback is the key to any experience improvement program. Traditionally, the process of collecting, understanding and acting on customer feedback can be time consuming, not to mention that actually getting customers to provide feedback can be challenging. Every minute counts.

Feedback 52

Feedback Surveys Interactive Voice Response Best practices 52

customer sure

JANUARY 10, 2024

Neglecting Customer Feedback One of the most common mistakes businesses make is disregarding customer feedback. Regularly collecting feedback through surveys , reviews, and social media channels is essential for evaluating and improving customer satisfaction and expectations. The Solution? Psst… we can help with that!)

Customer Experience 62

Customer Experience Feedback Metrics Healthcare 62

Nicereply

SEPTEMBER 4, 2023

Fortunately, your Net Promoter Score (NPS) is a solid metric to combat the gray area, and understanding it will give you strong insights into your customers’ perception of your business. What is a Good NPS Score for an Event? For your question, simply ask, “ How likely are you to recommend this event to others?”.

Benchmark 105

Benchmark Surveys Employee engagement Metrics 105

Education Services Group

MAY 12, 2022

This scenario collects NPS in moments where other CX metrics are the driving factors for the response—not a very telling reflection of advocacy. We know NPS is a very reactive motion, from sending the survey to potentially actioning or remediating well after the event of causation. Stop thinking about NPS as a metric.

Metrics 52

Metrics Surveys First call resolution Customer effort 52

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Accountability Surveys SaaS 52

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Accountability Surveys SaaS 52

Lumoa

JANUARY 2, 2023

This metric measures the likelihood of a customer recommending a business or product after experiencing it firsthand, revealing key information about customer satisfaction. . It’s a collection and the result of gathered data and feedback about an individual’s experience with a business or service. That’s it!

Surveys 83

Surveys Brand ambassadors Feedback Metrics 83

SoliCall

MAY 5, 2024

Monitor Performance Metrics : Implement robust monitoring tools to continuously monitor the performance of call center systems, including call volumes, response times, network latency, and system uptime. This helps identify and resolve potential issues before they cause downtime or performance degradation.

Call Center 99

Call Center Technology Technical Support Best practices 99

Global Response

MARCH 26, 2024

Evaluate the vendor’s performance metrics and quality control processes to ensure they meet your expectations. Working collaboratively also means that feedback should go in both directions. Implement a constructive feedback process that allows both parties to express concerns and suggestions.

Best practices 62

Best practices Management outsourcing Business Process Outsourcing 62

AWS Machine Learning

FEBRUARY 6, 2024

Pharmaceutical companies sell a variety of different, often novel, drugs on the market, where sometimes unintended but serious adverse events can occur. These events can be reported anywhere, from hospitals or at home, and must be responsibly and efficiently monitored. The training job is built using the SageMaker PyTorch estimator.

Healthcare 97

Healthcare Engineering Construction Consulting 97

AWS Machine Learning

NOVEMBER 22, 2023

Set up regular game days to test workload and team responses to simulated events. Learn from all operational failures – Drive improvement through lessons learned from all operational events and failures. Pursue Metrics-Driven Quality and Continuous Improvement In IDP, what gets measured gets improved.

Best practices 84

Best practices Metrics Feedback Enterprise 84

Totango

MARCH 21, 2023

The second step is engagement whereby feedback should be prioritized and measured alongside assigning appropriate roles & responsibilities to ensure this part of the framework runs smoothly. Don’t forget to make your feedback scalable. Visit our events page frequently for future updates of where we’ll be.

Journey mapping 81

Journey mapping Benchmark Metrics Surveys 81

Beyond Philosophy

AUGUST 23, 2017

However, these metrics don’t work for measuring CX growth, at least not directly. To avoid this common metric pitfall, you should choose one that is not only accurate and linked to CX improvement efforts but also on that is actionable and defines the day-to-day work in no uncertain terms. Invest in real-time feedback on your results.

Metrics 331

Metrics Consulting Consulting Finance 331

Interaction Metrics

JUNE 21, 2023

In the context of sensitive employee feedback like DEI surveys and engagement surveys, most researchers consider the option for anonymity to be essential. One of Markey’s core CX objectives is that the main goal of soliciting customer feedback should be to enhance a company’s relationship with its customers.

Surveys 62

Surveys B2B Feedback Customer centricity 62

Beyond Philosophy

SEPTEMBER 6, 2017

Real-time feedback helps relieve the pain of change for your team. To that end, investing in real-time feedback on your efforts helps team members see why the actions you prescribe are significant. CX improvement is a journey, not an event. After all, as your performance improves, your metrics will, too.

Consulting 302

Consulting Consulting Finance Metrics 302

ProProfs Blog

APRIL 30, 2020

However, to collect customer feedback on their experience and impressions, you don’t really need rocket science, no matter what type of business you run. ESSENTIAL CUSTOMER LOYALTY METRICS: CSAT, CES AND NPS COMPARED. Before we start analyzing each of the metrics, you should know that calculating them requires you to create a survey.

Metrics 124

Metrics Surveys Customer effort Feedback 124

Vistio

MARCH 11, 2024

Set Clear Training Objectives and Performance Metrics In order to accurately assess the effectiveness of your agent training programs, it’s essential to have a clear set of objectives in place, along with accompanying performance metrics to track progress. Evaluating the Effectiveness of Your Agent Training Programs 1.

First call resolution 52

First call resolution Contact Center Best practices Coaching 52

delighted

MARCH 29, 2019

It’s a handshake and a request for feedback in your effort to continually improve your products and services, both on the front lines and behind the scenes. Some common goals for customer experience surveys are: Benchmarking customer experience metrics. Getting feedback on your product. Improving the sales or support experience.

Surveys 48

Surveys Feedback Benchmark Best practices 48

Call Center Weekly

APRIL 27, 2018

While all of the events described above are a necessary and critical part of the job, they take our attention away from something more important. This is usually where I get a cynical look followed by the question, "What could possibly be more important than metrics to a call center manager?" I urge you not to lose sight of the agents.

Government 120

Government Metrics Call Center Contact Center 120

delighted

MARCH 29, 2019

It’s a handshake and a request for feedback in your effort to continually improve your products and services, both on the front lines and behind the scenes. Some common goals for customer experience surveys are: Benchmarking customer experience metrics. Getting feedback on your product. Improving the sales or support experience.

Surveys 48

Surveys Feedback Benchmark Best practices 48

Fonolo

OCTOBER 26, 2022

You’ll scramble to find new talent, and your customer experience, profits, and metrics will suffer. Here are some tips to foster agent motivation: Offer flexible hours, Ask them for feedback, Equip them with the right software and Allow them to share their skills… Click To Tweet. You know what’s worse than negative feedback?

Call Center 142

Call Center Abandon rate Education Contact Center 142

Lumoa

JANUARY 19, 2023

This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services. Decide When and How to Collect Data and Feedback 4. Project management, to ensure that projects are well organized, completed on time and meet key metrics.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

AWS Machine Learning

OCTOBER 5, 2022

Amazon Fraud Detector relies on specific models with tailored algorithms, enrichments, and feature transformations to detect fraudulent events across multiple use cases. The ATI model is trained using a dataset containing your business’s historical login events. Define the entity, event and event variables, and event label (optional).

Accountability 70

Accountability APIs Metrics Engineering 70

AWS Machine Learning

MARCH 22, 2023

Behind the scenes, Rekognition Custom Labels automatically loads and inspects the training data, selects the right ML algorithms, trains a model, and provides model performance metrics. We use the F1 score as our evaluation metric because it provides a balance between precision and recall.

APIs 80

APIs Metrics Engineering Feedback 80

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. From this feedback, you can identify trends and opportunities to improve customer experience.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

AWS Machine Learning

MAY 3, 2023

The managed cluster, instances, and containers report metrics to Amazon CloudWatch , including usage of GPU, CPU, memory, GPU memory, disk metrics, and event logging. Worse yet, memory could become an issue, resulting in either poor performance or out of memory events causing the entire job to fail.

Engineering 70

Engineering Metrics APIs Big data 70

GetFeedback

APRIL 29, 2019

Text message (SMS) surveys are a great solution for gathering feedback from customers who are on the go. Not only does SMS have a high engagement rate, but according to a study conducted by the University of Michigan , people are more likely to give accurate feedback over text. Phone support feedback. Purchase feedback.

Surveys 106

Surveys Healthcare Transportation Feedback 106

Nicereply

NOVEMBER 16, 2022

Feedback tools to collect CSAT, NPS, and CES data. As a manager, you know how important customer feedback is to take your product in the right direction. Collecting as much feedback as possible is vital, and one of the best way to do this is to give the customer constant opportunities to provide input. Example: Nicereply.

Management 98

Management Analytics Feedback Surveys 98

ChurnZero

JANUARY 10, 2022

If you’ve gotten customer feedback , for example, and you want to look over it to identify pain points, recruit a cross-functional team to help you review the data. You’ll be able to put together much more efficient internal workflows and define responsibilities and metrics. Measure SaaS Customer Onboarding with the Right KPIs.

Best practices 98

Best practices SaaS Metrics Sales 98

Comm100

NOVEMBER 2, 2017

A customer satisfaction survey is a metric that helps companies and/or employees gauge the satisfaction level of their customers. Depending on how the survey is designed, customers can convey their opinions by providing ratings, answering multiple choice questions, by filling out text boxes, or even by giving vocal feedback.

Surveys 64

Surveys Feedback Scripts Customer Service 64

CSM Magazine

MAY 2, 2024

Communication automation also offers invaluable data, such as customer preferences, engagement patterns, and feedback. Additionally, businesses should seek regular feedback to gauge customer satisfaction. Tracking these metrics helps businesses determine if the system is meeting its intended goals.

Education 52

Education Feedback Personalization Metrics 52

Lumoa

JULY 21, 2022

Out of all the global events that affected the telco industry in the past decades, many see COVID-19 as the most radical because it transformed customer experience in telco into a major priority for all providers. Telecom companies usually measure this intangible variable using a simple metric known as customer satisfaction or CSAT.

Customer Experience 94

Customer Experience Telecommunications Metrics Feedback 94

AWS Machine Learning

SEPTEMBER 7, 2023

This process requires breaking down data into three categories: 1) measurements available from the physical system, 2) the set of actions that can be taken upon the system, and 3) a numerical metric (reward) of equipment performance. Select the best training run based on training metrics. Train the algorithm on that data.

Metrics 94

Metrics Engineering Scripts Accountability 94

Taylor Reach Group

MAY 11, 2023

Hold agent town halls as “no questions excluded” events; hold them regularly and schedule them in advance. Hold multiple events to accommodate schedules. Have leadership take calls and have direct customer interaction for 1-2 hours a month. Pay a decent wage, otherwise they will leave. Technology is a tool, not a solution.

Contact Center 62

Contact Center Morale Consulting Consulting 62