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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Just read the Site Selection Groups’ Economic Incentives market Report for December 2011 and it became very clear to me that incentives can still be a significant inducement to business locations and drive localized economic development. The December reports references 186 projects garnering incentives of more than $750 million. The largest project listed is [...] By: Colin Taylor Why would you want to retain a consultant? Common wisdom would have it that all they do is “borrow your watch and tell you the time”. What can a consultant really bring to the table that can assist your center and your organization when you a looking at moving or establishing a [...] 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 [...] 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 [...] Sales is Good Service whether you offer a Product or Service, or be a Private or Public OrganizationSales is Good Service whether you offer a Product or Service, or be a Private or Public Organization By: Colin Taylor & Deepak Selvaratnam All organizations exist because they have a product or service that their customers need, like, use and/or enjoy. Our companies are no different. Our customers like and enjoy our products, services [...] 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 [...] 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 [...] |
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