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 [...]
  |
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 [...] Can Snapshotz deliver $ savings in the public sector? This public sector organization employing 55 agents conducted a review of their centre using the Snapshotz Online tool and support from Customer Services Audit. Initially not expecting to find anything new as multiple databases and an archaic CRM tool were big bugbears. However it was decided [...] What Call Center Metrics mean to Customers By Colin Taylor In the daily operation of our call and contact centers we throw around metrics and performance measures like they were candy. It has been said that call centers produce more data and more measurement opportunities than is possible in almost any other communications channel. But [...] |
|
|
Call Center Consultants - Contact Center Consultants |
||