Mindful Feedback Course Description

Wondering how to customize the survey experience in Mindful Feedback? How to interpret the real-time and historical reporting to determine the impact that Feedback provides? How to deliver the same survey to different customers in different ways?

Answers to these questions--and much more--are available in this course! We also have open registration sessions for each course module. If interested, click here to sign up.

Understanding Mindful Feedback

Course Description

	Duration: 4.5 hours
	Location: Online meeting
	Delivery Method: Instructor-led

Objectives

• Understand the journey of an interaction through Feedback
• Customize the survey experience by changing configurable settings
• Manage user accounts, groups, and user permissions
• Explain and interpret real-time metrics
• Run historical reports to understand the effectiveness of the solution and make changes as needed

Audience

Contact center managers | System administrators | Integrators | Validators

Course Modules

Introduction to Feedback | 30 minutes

Understanding Mindful Feedback begins with a brief overview of this course and the Feedback solution.

• Discuss the benefits of Feedback surveys and the advantages gained from using them.
• Understand the typical customer experience with Feedback surveys.
• Learn to navigate the user interface.
• Preview the course modules coming up.

Setup and Configuration | 60 minutes

Understand the basic setup and configurable options for your organization in Mindful Feedback, including:

• Organization-wide settings
• User accounts (including user groups and permissions)
• Do Not Contact list
• Email bounce-backs
• Watch Words (monitor survey responses for key words and phrases)

Dashboards and Reporting | 90 minutes

Get an in-depth look at real-time and historical reporting for all survey interactions. This enables you to have a strong pulse of the current conditions and performance metrics critical to your unique success criteria.

• Learn to customize the Dashboards page.
• Understand each of the charts and graphs available on the Dashboard.
• Understand the Interaction Details report for in-depth analysis of survey interactions.
• Use the Event Log to track system events and alerts.

Survey Management | 90 minutes

Learn to create and manage surveys that can be delivered in a variety of ways. Learn to create new survey interactions (the individual surveys taken by your customers).

• Understand the different types of survey interactions (web, SMS, email, phone, and more).
• Learn to review attributes of survey interactions and create custom attributes.
• Set up survey questions, conditional logic, and event triggers.

For more information, email Training@getmindful.com.