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 [...]
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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. Hope you enjoy reading them as well. Let us know your thoughts comments and suggestions- we appreciate the feedback. Customer service lessons learned from CBC’s Marketplace … GoForth’s favourite small business blog posts of 2011 | Home … [...] New tool from Leading Call center consulting firm allows call centers to listen to their customers tell them how they are performing and measures true Customer Satisfaction, FCR and Net Promoter score. Toronto, ON (PRWEB) December 21, 2011 Colin Taylor, The Chairman and CEO of The Taylor Reach Group, Inc. today announced Customer [...] The Download The Snapshotz Online Update December 2011 A Snapshotz of December 2011 In spite of the trying economic conditions globally we had had a 250% growth in customers employing Snapshotz over 2011 and have forecast to double growth in 2012. Over two thirds of Snapshotz users have a subscription purchase. Snapshotz today can [...] Closing the Revolving Door – Part 2 By: Colin Taylor So how do we build an enduring structure in our call center that will support engagement, motivation and allow us to deploy aligned reward/recognition programs that succeed in meeting the objectives of the center and the business? But what happens if we can design an [...] 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 [...] Closing the Revolving Door – Part1 By: Colin Taylor Staff and Agent retention was a ‘hot’ button topic in the call center industry 20 years ago and still is one now. So how is it that the same issue that ‘dogged’ call centers two decades ago is still a ‘front burner’ issue today? I think [...] Self Service of Cents and Sensibility Part 2 By: Colin Taylor In part 1 of this three part series we looked at the history of service service, the challenges organizations and customer face when trying to interact via self service, the most popular and preferred self service channels, costs and effectiveness and declining success rates. [...] |
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