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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 [...] Effectiveness Indicators – Customer Satisfaction Turaj Seyfrafiaan In the past several months, we have reviewed a number of contact centre efficiency and effectiveness indicators. While each article discussed a specific grouping of indicators, it was always emphasized that we cannot analyze them in solitude and need to view them as part of a larger [...] Colin Taylor In a recent post we discussed the value of completing an annual ‘health check’ of you call center or contact center. [...] Colin Taylor Clients frequently ask me what is the single most important activity they should undertake to ensure that their center is operating and performing at an optimal level. Like all of us they are looking for the magical, simple solution to their issues and challenges; just one thing; the magic pill, silver bullet, panacea [...] “Simplify, simplify”, said David Thoreau and that is good advice for today’s call center and contact center operator. In our call center consulting practice we have seen many organizations that added too much complexity into the process that created barriers and obstacles for customers to overcome. [...] Leading call center consulting and customer service consulting firm The Taylor Reach Group, Inc. partners with the only provider of SaaS call center and contact center self assessment tools [...] Effectiveness Indicators – Revenue/Call, Sales/Call Turaj Seyrafiaan In the last issue (December 2010), the concept of “Effectiveness Indicators” was discussed and we reviewed a major key indicator in Call Quality and Quality Index. In this issue we tackle another key indicator that represents the effectiveness of the centre – as part of the overall contact [...] |
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Call Center Consultants - Contact Center Consultants |
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