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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,… [...] 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 [...] Self Service of Cents and Sensibility Part 2 By: Colin Taylor In part 1 of this three part series we looked at the history of service service, the challenges organizations and customer face when trying to interact via self service, the most popular and preferred self service channels, costs and effectiveness and declining success rates. [...] 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 [...] 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 [...] Sales is Good Service All companies exist because they have a product or service that their customers like, use and/or enjoy. Our company is no different. Our customers like and enjoy our products, services and capabilities. Of course not every customer will be happy every moment of the day, but then neither will we. We [...] |
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Call Center Consultants - Contact Center Consultants |
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