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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 By: Colin Taylor This is the second in a series of posts focusing on delivering the Customer Experience in call centers. The first installment is located here Before starting to architect the Customer Experience, let’s start by defining it The key elements of any Customer Experience related to the contact center has to include: 1. [...] Like culture, all companies deliver a Customer Experience. Also like culture, it isn’t always what the company intended. It is often a poor customer experience. Does your company deliver the promised customer experience? Do you have a document outlining what the Customer Experience is supposed to be?, No, Thats not surprising, few companies do. [...] 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 [...] Call Center Summit in Orlando just wrapped up and it was a bit of a disappointment. Attendance was about 150poeple (down by about 20% I am told from last year) with 15 or so exhibitors (also down from last year). The show was O.K. a lot of recycled content and too little original material, but [...] Lots of folks are looking to upgrade their phone systems and many are intimidated by the process. Well we have helped many companies select a new phone or call center system and we have developed a pretty darn good RFP template that you can use to request quotes and proposals from vendors. Its free just [...] The folowing press release represents a great opportunity for any company in Canada considering a new telephone system. I have worked on numerous telephony RFP’s and have been consistently impressed with the ShoreTel syste. Quite frankly it is the only pure IP telephone system designed from the ground up. Superior architecture, lower total cost of [...] Outsourcing, Off-Shoring: Truth and Consequences-Part 2In our last article we examined offshore outsourcing the costs the real and perceived benefits and the steps an organization should take before embarking on an outsource and/or offshore venture. In this article we focus on how an organization should best move forward to ensure that their outsourcing or offshoring [...] “In a call or contact center environment I can see two distinct types of knowledge; the knowledge that is utilized and leveraged in providing service to customers and the knowledge that is generated through the operation and execution of the call/contact center services. In the first case most call/contact center are very poorly structured and [...] |
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Call Center Consultants - Contact Center Consultants |
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