By: Colin Taylor Organizations today look across their customer facing organization and see cluster of call center activities: sales, technical support, customer service, returns, billing, collections etc. These call centers can exist in a companies divisions or operating companies. Even small and medium sized businesses can find that they have five or more [...]
  |
One of the great benefits of the Snapshotz call center audit tool is the insight that can be gained into the operation of not only your center, but also to the broader community that has deployed Snapshotz. To date more than 600 call center globally have utilized Snapshotz to audit their call and contact centers [...] We are already 1 month into the new year and how is your call center performing, really? Are you achieving your goals? How do your metrics and KPI’s compare to your peer centers? Do you know? What if you had a one time opportunity to invest $50,000 in your call center, would you know where [...] I am not sure if you saw this news story. Zappos got hacked on the weekend and data related to 24 million customer was exposed in whole or in part, see the story below. The most interesting thing about this event from my perspective was the last line in the article which states that due [...] Below are some of our favorite blogs and posts on call centers, customer service, and customer experience that we have come across in the past few days. Hope you enjoy reading them as well. Let us know your thoughts comments and suggestions- we appreciate the feedback. Customer service needs friendly return Delaware News Imagine how [...] Below are some of our favorite blogs and posts on call centers, customer service, and customer experience that we have come across in the past few days. Hope you enjoy reading them as well. Let us know your thoughts comments and suggestions- we appreciate the feedback. Personalizing customer experience at every touchpoint KMWorld Magazine The [...] Just recorded this presentation and insights around call center audit value, purpose and opportunities. On the journey to meet your customer experience and organizational goals it is essential that you can judge where you are at as well as where you are going. A contact center audit provides that assessment, guides your journey,… You [...] By: Colin Taylor Last week I asked for your help – I wanted to find out the topics that resonate with you the call or contact center operator. I promised that once you voted for your favorite I would write the article post. Well you did your part and I did mine, you can read [...] Why the Quality Listening program Should Not be a Performance Review By: Colin Taylor Let’s look at the numbers. In a customer service call center where the quality assurance program requires the evaluation of 4 calls per month. The average agent will handle approximately 1,600 calls in the month. This means that the 4 calls [...] The call center doesn’t define the customer experience, but can be held accountable to deliver it. In this presentation Colin Taylor shares how you can mitigate conflicting messages and expectations and align your call center with the desired and expected customer experience. View the presentation here [...] |
|
|
Call Center Consultants - Contact Center Consultants |
||