{"id":43790,"date":"2020-09-10T20:50:00","date_gmt":"2020-09-10T20:50:00","guid":{"rendered":"\/us\/en\/blog\/?p=43790"},"modified":"2024-08-06T06:40:29","modified_gmt":"2024-08-06T13:40:29","slug":"how-to-gather-and-implement-feedback","status":"publish","type":"post","link":"\/us\/en\/blog\/how-to-gather-and-implement-feedback\/","title":{"rendered":"How to gather and implement feedback"},"content":{"rendered":"

In today\u2019s digital world, there\u2019s a lot of noise. Social media allows everyone to share their view on everything, so it\u2019s easy to write feedback off as simple, unimportant opinions. As a contact center manager, however, that is a dangerous practice for both customer service and workforce management.<\/p>\n

\u201cWe all need people who will give us feedback. That\u2019s how we improve.\u201d Bill Gates<\/i><\/p>\n

Contact centers<\/a> serve as a bridge between companies and customers, creating the personable image that drives customer loyalty today. For this reason, listening to consumers is critical to maintaining good relationships. Don\u2019t forget that there are two sides to every story, however, and your agents\u2019 opinions matter, too.<\/p>\n

The key to maintaining both customer and agent engagement is to learn what is or isn\u2019t working, listen to feedback about improving it, and have a little fun along the way. In this blog, we\u2019ve offered tips for gathering and implementing feedback in your contact center to help you find the strategies that work for you.<\/p>\n

Customer feedback<\/h2>\n

Your customers are the lifeblood of your business. Their satisfaction is a top priority for your goals, so you need a plan for both gathering and implementing their feedback. These suggestions can help you keep an ear to customer satisfaction, allowing you to better meet their needs.<\/p>\n

1. Use social media<\/h3>\n

Lots of people like to complain (or rave) about brands on social media. Make sure your company is consistently monitoring your social media accounts and have them pass feedback to you. While you should focus on opportunities to make important improvements, also look for fun interactions. Send snarky replies<\/a> that draw laughs or simply look for opportunities to make someone\u2019s day<\/a> a little brighter.<\/p>\n

2. Offer surveys<\/h3>\n

Surveys are an oldie but a goodie. You can email them out, offer the option to leave feedback after interactions, or even post them on social media. However you promote them, make sure you\u2019re reading and making notes for every response. From constructive criticism to marketable quotes, you\u2019re sure to get something you can use.<\/p>\n

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\n\t\t\t\t\tWant to see how engaged employees make better employees?\t\t\t\t<\/div>\n<\/p><\/div>\n
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