Mindful Feedback course description

Learn how to manage your Feedback organization with online training and live Q&A.

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!

Course Description

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Duration: 3 hours

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Location: Online videos and live Q&A session

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Delivery Method: Self-serve

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 and Setup | 1 hour 15 minutes

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

  • Discover 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.

Next, you'll learn about 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 | 49 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 | 1 hour 5 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.

Still have questions? For more information, email Training@getmindful.com.