InMoment XI

JANUARY 25, 2022

Click here to read our full-length point of view document on employee advocacy. In this way, ensuring your employees are happy creates a feedback loop that keeps your customers happy (and keeps them from seeking out your competitors). A Closer Look.

Engagement 397

Engagement Culture Document Employee Experience 397

eglobalis

MAY 20, 2025

Train agents to document call phases precisely. How to Calculate AHT: AHT = (Total Talk Time + Hold Time + After-Call Work) Total Number of Calls How to Implement It Practically: Integrate with contact center platforms (e.g., Genesys, NICE, or Five9). Set per-channel benchmarks: phone, chat, email.

Metrics 330

Metrics B2C B2B Average Handle Time 330

InMoment XI

NOVEMBER 22, 2024

These actions could include creating a profile or uploading a document. Finally, its changelog tools allow companies to document changes and close the feedback loop with customers. Activation Rate The activation rate measures the percentage of new users completing a key action after realizing the value of your product.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

TechSee

OCTOBER 31, 2024

This knowledge, acquired over years of hands-on problem-solving, is rarely documented in a way that can be easily transferred. For businesses relying on contractors or flexible workforces, this problem compounds, leading to inefficiencies, inconsistent service, and higher operational costs.

Document 109

Document Demo Books Interaction 109

InMoment XI

MARCH 30, 2022

Using NLP helps businesses identify key topics, categories, themes, intentions from every document in the data stream, and detailed sentiment analysis. Act: NLP enables narratives on topics, trends, and patterns to be developed, along with root cause issues and supporting data.

Insights 368

Insights Insurance 2019 Document 368

InMoment XI

NOVEMBER 26, 2024

For example, suppose you discover that consumers didn’t like the email they received after downloading a document from your website. Document these improvements so they can serve as benchmarks for future efforts and inspire a customer-centric culture within your organization.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

eglobalis

JUNE 23, 2025

The companies that succeed will be those that documented, measured, and learned from their crisis-era pivots—and now embed those lessons into scalable, customer-centered design. To avoid this, companies must create agile innovation frameworks that can pivot during disruption without losing long-term focus.

Innovation 251

Innovation Technology Healthcare Leadership 251

GetFeedback

MAY 7, 2019

Product documentation is not just verbose wall of information put together about your product. Instead, it is an articulately framed document that includes to-the-point details right from the inception of the idea to its formation and user guide. Boosts brand loyalty.

Customer Experience 252

Customer Experience Document Customer Service Representative Customers 252

InMoment XI

MARCH 23, 2022

As countless employee experience (EX) experts have been documenting for years now, many employees were feeling dissatisfied with their jobs or disconnected from their wider organization long before COVID-19 was even a term. The truth, however, is much more nuanced than that.

Brands 370

Brands Document Employee Experience Events 370

InMoment XI

OCTOBER 30, 2024

Make Documents Mobile-Friendly Customers expect smooth access to important information on their smartphones. Mobile-friendly documents enable this convenience by offering accessible and readable content on customers’ devices. This helps them make decisions or seek support on the go.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

Experience Investigators by 360Connext

AUGUST 17, 2021

Great CX meetings start with a solid foundation in the form of a CX Charter — a simple document that answers these six questions: What is Our CX Vision? If that process is not documented, creating a specific process around it should be a top priority. So how do you run better CX meetings? Start with a CX Charter.

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

InMoment XI

OCTOBER 10, 2022

Take a step towards higher response rates by downloading the document below! If you are looking for technical and non-technical solutions to create the ultimate e-mail survey invitation, look no further. Download the White Paper. Start measuring Net Promoter Score with InMoment.

Net Promoter Score 368

Net Promoter Score White Paper NPS 2005 368

Interactions

NOVEMBER 22, 2024

Embedded AI Capabilities: GenAI is being integrated into enterprise applications, allowing organizations to unlock efficiencies with features like conversational search, intelligent document processing, and real-time support. as part of a larger research document and should be evaluated in the context of the entire document.

Interaction 62

Interaction Document Download 2024 62

InMoment XI

NOVEMBER 7, 2024

InMoment’s conversation analytics software saves teams up to three minutes per call by automatically documenting agent notes, generating call summaries, and more to clarify actions to be taken after spoken conversations. Customer Sentiment Tracking Customer sentiment tracking uses AI to analyze customer emotions and tones.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

GetFeedback

JANUARY 19, 2020

One caveat: don’t take this as a model for the only or the right way to document a journey map. Document the customer’s emotional reaction. Onboarding–Are documentation, training and other resources sufficient? Click here to enlarge map) . There are dozens of possibilities. Design each map for a specific persona .

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

InMoment XI

JUNE 13, 2024

In today’s data-driven world, businesses generate and accumulate vast amounts of text data from various sources, including customer feedback , social media, emails, and internal documents. This can include customer feedback, social media posts, emails, online reviews, internal documents, and more.

Social Media 195

Social Media Document Contact Center Insights 195

TechSee

MAY 21, 2025

Enhancing Agent Performance and Customer Satisfaction Integrating visual context into AI assistance translates into tangible benefits: Reduced Average Handle Time (AHT) : Agents resolve issues more swiftly with accurate, context-aware guidance.

Contact Center 124

Contact Center Average Handle Time ROI Call Center 124

TechSee

APRIL 24, 2025

While on site, they use Connectivity Guru to run site scans, confirm signal coverage, document the setup (“birth certificate”), optimize hardware placement and use visual aids to drive upsales. Field Techs That Finish Right, and Finish Fast When a truck roll is needed, field techs arrive informed.

Average Handle Time 124

Average Handle Time Contact Center ROI Connections 124

Experience Investigators by 360Connext

APRIL 14, 2020

It’s tempting to want to spend a lot of time making a well-designed document to share. It can be a static document or a robust, interactive experience. It can be a static document or a robust, interactive experience. I get that after all this work, it’s nice to produce a really beautiful map.

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

BlueOcean

MARCH 19, 2024

And insist that your new partner do the same. Our second recommendation is to get a Memorandum of Understanding in place right away – what you need is a basic document that allows the outsourcer to begin work while the MSA and SOW get worked on. so that once the MSA is signed, they can hit the ground running.

Customer Care 177

Customer Care Document Sports Communication 177

BlueOcean

MARCH 24, 2025

Its a dynamic document that, like your partnership, requires time and attention. You simply cant rely on an unwritten set of rules or assumptions to guide your collaboration or, sooner or later, that partnership will come under serious stress. Thats where a formal Statement of Work (SOW) comes into play.

Contact Center 156

Contact Center Automotive Metrics Roadmap 156

InMoment XI

NOVEMBER 18, 2021

Click here to read my full-length point of view document on how best to take action against supply chain problems. Taking action will help you not just make the best of this problem, but will also help protect your customer experience and to maintain the connective relationships you’ve worked so hard to create.

Customer Experience 362

Customer Experience Document Brands Customers 362

InMoment XI

FEBRUARY 10, 2022

Companies are investing heavily in artificial intelligence (AI) to save money and time—especially those in industries who have to constantly deal with regulatory compliance documents. This poses an important question: is AI powerful enough so that no employee will ever have to touch a regulatory compliance document again?

White Paper 195

White Paper Document Financial Technology 195

BlueOcean

FEBRUARY 19, 2025

Get a Memorandum of Understanding in place right away what you need is a basic document that allows the outsourcer to begin work while the MSA and SOW get worked on. From training materials to process documentation, everything can be centralized within the platform. And insist that your new partner do the same.

Customer Care 156

Customer Care Document Communication Blog 156

ShepHyken

JUNE 10, 2025

The document you sent had so many errors, I questioned your ability to do the job.” Fortunately, the client accepted the explanation, but I’ll never forget his comment, which made me realize how important little details are. He said, “I am hiring someone who is supposed to be a good communicator. That hurt, but he was 100% correct.

Customer Experience 90

Customer Experience Hotels Workshop Books 90

InMoment XI

SEPTEMBER 22, 2022

Click here to read my full-length point of view document on data sources and to take the next step in your data collection journey. I go in-depth about what each data source is, why it matters, and how best to capitalize on it to create bold, human experiences for your customers and employees.

Social Media 370

Social Media Document Brands Feedback 370

ShepHyken

FEBRUARY 10, 2025

” “Your customers can now know more about your company than you do by using AI to scrape your website and documentation. If you had a magic wand, what would you want to do for your customers that you can’t do today? And, how can AI enable that?”

2024 90

2024 Document Interaction Customer Service 90

BirdEye

DECEMBER 30, 2024

We launched bots to help with the appraisal process and document setup. Erica Goodwin, Senior Vice President – Marketing, First Heritage Mortgage Streamlined application and mortgage lending process Mortgage agents often face resistance from clients during application processing, document collection, and other administrative tasks.

Multi-Channel 52

Multi-Channel Document Social Media Financial 52

CSM Magazine

NOVEMBER 15, 2024

With its easy-to-use editor and customizable templates, you can ensure consistency and clarity in your support documentation. Document360 Document360 is a user-friendly knowledge base software designed for creating detailed documentation with ease.

Customer Service 52

Customer Service Document Article User Experience 52

InMoment XI

MAY 10, 2022

To learn more, click here to read my point of view document. How else can human expertise help shape Experience Improvement success, and how best can brands combine their tech with expertise to create better outcomes for customers, employees, and their marketplace position?

Consulting 370

Consulting Document Technology Insights 370

CSM Magazine

OCTOBER 16, 2024

AI-powered services like Doc Translator allow enterprises to translate documents of various formats in real-time. AI tools can handle real-time translation of documents, customer inquiries, and support tickets, which allows customer service teams to respond quickly and accurately.

Customer Service 52

Customer Service Document Customer Service Representative Customer Satisfaction 52

InMoment XI

MARCH 10, 2022

To learn more, click here for my full-length point of view document on how to apply what you’ve listened for to effective transformation, especially as it pertains to the current inflation crisis.

Social Media 370

Social Media Document Insights Events 370

BlueOcean

MARCH 19, 2024

And insist that your new partner do the same. Our second recommendation is to get a Memorandum of Understanding in place right away – what you need is a basic document that allows the outsourcer to begin work while the MSA and SOW get worked on. so that once the MSA is signed, they can hit the ground running.

Customer Care 156

Customer Care Document Sports Communication 156

Experience Investigators by 360Connext

JUNE 11, 2024

Hear how to tackle the challenges faced by cross-functional teams, the significance of setting clear goals, and the power of a customer experience charter document. In this episode, we’ll dissect the critical role of clear communication and the importance of promoting and motivating these initiatives throughout your company.

Communication 229

Communication Document Connections Customer Experience 229

Experience Investigators by 360Connext

FEBRUARY 18, 2025

You may see many people say the implementation is too complicated, so you can create new onboarding guides, how-to documents, and instructional videos to guide customers through the process. If customers often cancel within two weeks of subscribing to your business software, review their onboarding feedback and cancellation surveys.

Customer Experience 143

Customer Experience Competitive Advantage Metrics Customer Journey 143