Micah Solomon

OCTOBER 31, 2015

A customer service/ customer experience initiative, whether it’s formal and designed by customer service consultants, informal (your employees design and execute the initiative entirely on their own), or follows any approach in between, can reap rewards for a company in just about any industry.

Consulting 63

Consulting Consulting Customer Experience Feedback 63

CSM Magazine

DECEMBER 10, 2021

As a CX consultant with decades of experience in contact center solutions, Avtex has a unique viewpoint to the changing landscape of both CX and EX best practices. Take the time to execute an employee journey mapping exercise that can help you uncover the personas found throughout your organization. About the Author.

Best practices 98

Best practices Employee engagement Journey mapping Consulting 98

PeopleMetrics

AUGUST 31, 2018

At PeopleMetrics, we use an exercise called touchpoint mapping to help our clients distinguish between CX and CS. If you run through this valuable touchpoint mapping exercise at your organization, I bet you will find that many touchpoints that are key to the overall customer experience include more than just customer service.

Customer Service 117

Customer Service Consulting Consulting Analytics 117

Taylor Reach Group

JUNE 9, 2020

This exercise will also give you a good understanding of the capabilities of your platform and whether it will meet future needs. Second, get feedback from your customers who interact with your automated solutions to find out what they thought of the experience and what they would like to see from future interactions.

Virtual Agent 129

Virtual Agent Contact Center outsourcing Government 129

PeopleMetrics

MAY 13, 2020

In addition to gathering employee feedback, PeopleMetrics helps analyze intra-team communications and map how information moves through your organization. This simple exercise is incredibly powerful in bringing a team together. Employee feedback is vital to effective communications. Help team members feel respected.

Best practices 116

Best practices Customer centricity Feedback Consulting 116

DMG Consulting

JUNE 12, 2022

This is a valuable exercise, as it gives the team an opportunity to identify how the solution will be used and applied in their contact center. The speech analytics application needs be configured to listen, analyze and send feedback/guidance for calls in real time. One helpful hint.

Analytics 62

Analytics Contact Center Best practices Consulting 62

NobelBiz

OCTOBER 31, 2023

Proactive Issue Resolution By analyzing call patterns, durations, and feedback, call centers can identify recurring issues. This instant feedback is invaluable, offering insights into areas of improvement and enabling immediate corrective action. Feedback from representatives and customers is regularly incorporated to refine entries.

Customer Support 105

Customer Support Contact center software Call Center Analytics 105

Taylor Reach Group

MARCH 20, 2020

Offer free or subsidized clinical screenings for depression from a qualified mental health professional, followed by directed feedback and clinical referral when appropriate. To find out more about how Taylor Reach can help your company with employee mental health programs, CLICK HERE to schedule a free consultation.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

Totango

OCTOBER 20, 2022

CSMs act as the voice of the customer bringing user experience feedback to the product team. To this end, they should be skilled in managing business relationships, taking customer feedback, reviewing customer data, and problem-solving. As part of a team, customer success managers may be called upon to exercise management skills.

Management 91

Management Upselling Coaching Best practices 91

ProProfs Blog

APRIL 5, 2019

Well, I’d say why not consult a customer service expert to help you bring the necessary changes to the strategies. Lindsay Willott helps her clients get customer feedback in a simple yet fast method that doesn’t burden them or takes too much of their time. But are these articles sufficient enough to revamp the existing strategies?

Customer Support 140

Customer Support Chatbots Customer centricity Feedback 140

JustCall

AUGUST 8, 2023

The subsequent pre-consultation takes up to 13.66 Pair this with pre-consultation formalities like patient registration, sharing of medical records, and exchange of other pertinent details. Source At the same time, it can offer personalized diet plans, exercise tips, or chronic disease management strategies. minutes on average.

Healthcare 52

Healthcare Consulting Consulting Education 52

Satrix Solutions

JUNE 11, 2018

Customer Journey Mapping Exercise. One idea is to conduct a Customer Journey Mapping exercise. As a more formal approach, a Customer Journey Mapping exercise highlights opportunities for improvement and can identify where to smooth out the process to reduce any friction customers may experience. Ask for a Free Consultation.

Journey mapping 60

Journey mapping Customer Experience Education Customer retention 60

Satrix Solutions

AUGUST 20, 2019

Therefore, it’s vital to find ways to establish a continuous stream of feedback about your competitors so you can maintain the visibility necessary to protect your business from potential encroachment. Soliciting those insights often proves to be an immensely valuable exercise. Want to learn more about these specific programs?

Sales 68

Sales Consulting Consulting Scripts 68

PeopleMetrics

MARCH 12, 2018

This is the familiar exercise of external benchmarking, or comparing key metrics of your business against others in your space. Don’t just look at the customer experience survey feedback or social review feedback that you're receiving. The 40 Lessons That Turn Customer Feedback into Gold. Of course you do!

Benchmark 70

Benchmark Feedback Metrics Best practices 70

Totango

MAY 13, 2022

Learners can engage in practice exercises and receive certifications. This can assist your onboarding process by giving you resources that new users can turn to and consult for self-service. Analytics and feedback tools allow you to monitor how customers are using your knowledge base so you can make improvements.

Enterprise 104

Enterprise Customer Support SaaS Sales 104

Real Blue Sky

NOVEMBER 21, 2023

By implementing robust feedback mechanisms, you can gain insights into why customers might be leaving. Is it a product issue, a service mishap, or something more systemic? Independent consultants bring fresh eyes and specialized expertise to identify inefficiencies and areas for improvement that internal teams might overlook.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Toister Performance Solutions

FEBRUARY 20, 2020

One study by contact center consulting firm, Services Triad , found a sharp drop off in forecasting for email and social media: Contact center leaders routinely tell me they struggle to keep up with demand in non-phone channels like chat, social, and particularly email. This exercise might yield some surprises!

Social media contact 111

Social media contact Contact Center Scripts Accountability 111

delighted

NOVEMBER 3, 2022

By completing the exercise, you’ll also gain clarity around questions like: what goal can we achieve with one project over another? Consulting the product roadmap can help you gain clarity on what’s important and time-sensitive so you can make better decisions for your business. Get feedback. What is product development?

Surveys 84

Surveys Feedback Management Marketing 84

ThriveableBiz

SEPTEMBER 15, 2021

Especially when backed by feedback questions like How Satisfied Are You? Much of it is produced by the major consulting & market research companies. Our focus for today’s exercise of turning insights into opportunities is a recent study, produced by Colmar Brunton on the topic of Better Futures 2021.

Government 52

Government Healthcare Marketing Consulting 52

Russel Lolacher

APRIL 5, 2021

Understand that your audience is interested in your subject matter and really want to talk to you about it, whether it’s their opinion, their feedback, their research, etc. If you don’t have an answer to their critique, tell them their feedback is being shared with the relevant business area and then share it.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

JustCall

OCTOBER 6, 2023

To do this, round up the key stakeholders and consult them. Strengthen Processes An SOP must evolve continuously in response to changing market conditions, customer expectations, and agent feedback. Consistency: The Key to Positive Customer Experience If consistency were a muscle, SOP would be the exercise to train it.

Customer Service 52

Customer Service Benchmark Contact center software Customer Support 52

PeopleMetrics

JULY 31, 2018

Structured Feedback. Structured customer feedback is the most common, the easiest to deal with, and super important in spite of this lesson’s title. For example, consider this graph, which is easily rendered based on structured responses: What’s not easy is unstructured customer feedback that often follows a structured question.

Analytics 79

Analytics Telecommunications Wireless Feedback 79

Hero Digital

JUNE 4, 2019

The biggest mistake brands can make when creating a customer experience is not actually consulting the customer. Support within the organization is a key component to both getting the right customer feedback and actualizing changes towards a successful customer-first digital transformation. Get Cross-Functional Stakeholder Support.

Journey mapping 68

Journey mapping Government Feedback Consulting 68

CSM Magazine

APRIL 28, 2016

Hand off points and delays become clearly visible during this exercise. Proactively Seek Feedback – Proactively seek both customer and employee feedback. Where possible, attempt to get customer feedback immediately after their experience with your company. Customers are impacted by your internal processes.

Customer retention 58

Customer retention Construction Feedback Consulting 58

Taylor Reach Group

OCTOBER 31, 2021

Adding a chance for the agents to discuss what they find stressful can be helpful, as can meditation, mindfulness, and clearing exercises. To find out more about how Taylor Reach can help your company with digital transformation, contact center, or customer experience projects, CLICK HERE to schedule a free consultation.

Contact Center 65

Contact Center Coaching Consulting Consulting 65

Help Scout

JUNE 3, 2021

However, the truth of the matter is most salespeople take a consultative approach; they’re more laid back and less pushy. Listen to their feedback. The only way you get any true value out of this exercise is if you’re willing to really hear the feedback offered. Do a secondary sales call for any deeper information.

Sales 104

Sales Feedback Accountability CRM 104

aircall

FEBRUARY 2, 2018

Agents won’t need to consult supervisors or colleagues when reviewing policies, or when uncertain about processes. Typeform makes collecting user feedback intuitive and attractive. Here, as in most of life’s endeavors, information is power. You have to ask questions to know if you’re hitting benchmarks or coming up short.

Customer Support 103

Customer Support Multichannel First call resolution Analytics 103

Peter Lavers

NOVEMBER 14, 2017

Laughlin Consultancy provides training, consultancy, mentoring & other services. Looking at the feedback from past training courses, on Softer Skills for Analysts, the most popular exercise is on questioning. These included data, analytics & statistical modelling teams (who would now be called Data Science).

Analytics 100

Analytics Banking Consulting Consulting 100

CSM Magazine

MAY 30, 2017

However, judging from the number of people who consult on the topic and news stories related to problems in the area, many businesses appear unable to maintain service at the desired level. Starting a customer-service-improvement program is much like starting a personal exercise program. Get their feedback.

Customer Service 80

Customer Service Feedback Entertainment Service level 80

ChurnZero

FEBRUARY 26, 2021

Give Product thematic feedback, not anecdotes. Most Customer Success and Product interactions center around customer feedback. What’s worked for us is to avoid anecdotal feedback, piecemeal conversations, and wanting to share customer feedback as soon as it’s received.”. CSMs felt like feedback went into a blackhole.

Management 59

Management Feedback Sales SaaS 59

Enghouse Interactive

SEPTEMBER 10, 2021

I know it’s only September but the sooner you try the exercises below, the sooner you can start practicing the skill, the quicker you’ll feel the benefits. Master the skill of feedback – there’s a technique called S.B.I It’s a power skill and it’s going to come in handy as you approach the peak Christmas season. Self-awareness.

Consulting 53

Consulting Consulting Management Feedback 53

GetFeedback

JANUARY 12, 2020

Through Voice of the Customer (VoC) surveys and many other sources of customer feedback, it can seem like a game of whack-a-mole. Southwest gets lots of negative feedback on their boarding approach and yet decided that fixing this problem would raise costs and eventually cause customers to defect. That’s not as easy as it seems.

Journey mapping 88

Journey mapping Airlines Feedback Customer Experience 88

PeopleMetrics

OCTOBER 3, 2019

If this step is not taken, ROI will be more difficult to prove in the future, and the program will become little more than a data collection exercise. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Ready to tell your VoC story? Contact PeopleMetrics: About the Author.

Surveys 60

Surveys Technical Support Analytics Consulting 60

Nicereply

APRIL 8, 2021

Capturing feedback. If you have any feedback feel free to reply to this email, we’d love to hear from you! Customer Service Email Templates – To capture feedback. Please fill out the following survey and share with us your feedback. I know your time is valuable so we truly appreciate your kind feedback. Your Name).

Customer Service 88

Customer Service Feedback Banking Surveys 88

NobelBiz

JULY 4, 2023

Monitor its performance, note any technical glitches, and gather feedback from the users. This should include practical demonstrations, hands-on exercises, and ample opportunities for questions and answers. Regularly solicit feedback from your team to understand if there are any challenges or room for improvement.

Call Center 52

Call Center Contact Center First call resolution Construction 52

Global Response

JANUARY 31, 2024

Access to legal expertise and resources to ensure ongoing compliance : Being based in the same country, domestic call centers have easier access to local legal experts, consultants, and advisors. Incorporate real-life scenarios and role-playing exercises into training. After training, consistently monitor calls.

Call Center 62

Call Center Telemarketing Government Healthcare 62

Answer Dash

OCTOBER 15, 2018

It was an interesting exercise, and it allowed us to dig into some of the new ideas and practical applications that are being adopted by today’s best marketers. The Demand Gen report found that two-thirds of buyers said they give strong credence to peer reviews and user-generated feedback. Little’s e-business consulting group.

B2B 76

B2B Marketing Customer Experience Benchmark 76