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 [...]
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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 [...] 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 [...] Self Service – Of Cents & Sensibility Part 1 By: Colin Taylor A 1% improvement in customer satisfaction in utilities is worth 4.6% in market value growth so says Claes Fornell of the University of Michigan, producers of the American Customer Satisfaction Index. So if good service pays such high dividends: why is there so [...] 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 [...] By Colin Taylor I have often heard that just one good idea can change everything. It can make a conference worth attending, change the course of history or even make a meeting worth attending. Now I can’t guarantee that we can change the course of human history or even make a meeting productive, but hopefully [...] Consumers believe service on the way down A new study has found that more than half of Australians believe customer service levels have declined in the past five years. The study by consultancy AMR and customer feedback platform Feedback ASAP, is based on a survey of 521 Australian consumers. According to the report, 58.5% of [...] 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 [...] Snapshotz Download The Snapshotz Online Update August 2011 A Snapshotz of August: Conversations and contributions from International contact centre figures A Snapshotz of August: Technology trends in a nutshell, knowledge and skills for the modern contact centre manager, Industry voices and positive health in the contact centre, why customer service is viewed [...] |
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