Just uploaded a new video to our YouTube channel on optimizing your website as a Call Center and customer support tool. Check out the video here
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By: Colin Taylor Recent research by Forrester has shown that 72% of customers prefer to visit your web site and serve themselves when they have a customer service issue. This is a large percentage and is disconnected from the perceptions of most organizations related to the activity in their contact center. This figure clearly points [...] 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 [...] 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 [...] Outbound Calling, the ugly duckling of call centers or the key to goose your center revenues? By John Cockerill and Colin Taylor We all know the pressures these days to add revenue, become a profit center versus a cost center in the world of call and contact centers. While there is much talk, noise and [...] Terasen Gas has announced their new call center in Burnaby BC. Taylor Reach executed a site selection project Terasen Gas and other projects including technology acquistion, and multi-channel strategy. Read the In-Sourcing Case Sudy here We recently were asked this question by Call Center Life, a magazine serving the Turkish call center industry and wanted to share this content here… Question: Can you briefly describe the “to do’s” and “not to do’s” when managing a contact center as a part of the customer satisfaction? Answers: One of my matras [...] As a call center consultant when I meet or speak to somone who has just been given the job of Call Center Manager, my response is always the same, “Congratulations or condolenses on your promotion, whichever you feel is more appropriate”. Seriously, managing a call center can be one of the hardest jobs in the [...] |
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Call Center Consultants - Contact Center Consultants |
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