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Who owns the customer experience anyway?
Posted on March 10, 2020 in Customer Experience • Customer Experience Metrics • Customer Satisfaction • Customer service audit • Customer Support • CXi • Help Desk • Sales • Service Level
Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #Cx• Contact Center Strategy
By Patricia Ballantyne Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. You can also obtain a CCXP (Certified Customer Experience Professional) certification, which recognizes professional credentials and expertise in […]
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Incentives and your Customer Experience
Posted on December 11, 2019 in Agent Experience • Call Center Consulting • Call Center Management • Contact center consulting • Customer Experience • Customer Satisfaction • Customer service • Employee Engagement • Employee Experience • Incentives • People management • retention • rewards/recognition • WFM
Tags: #callcenter• #cctr• #contactcenter• #custexp• #Cx• #retention• call center consultants• call centre consultants• Colin Taylor• contact center consultants• contact centre consultants• Customer Experience• customer experience consulting• Customer Service Consulting• CX consulting• incentive programs• incentives• Training• WFM
By Colin Taylor “Make your employees happy and they will make your customers happy.” This simple maxim has been echoed by business leaders from Richard Branson to Herb Kelleher, and it is true. The challenge lies in how you make you employees or in the case of a contact center, your agents happy. It is […]
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Press Release: Stock transfer firm selects Contact Center Consultancy to develop roadmap to improve customer experience
Posted on October 28, 2019 in Call Center Consulting • Contact Center • Contact center consulting • Customer Experience • Financial Services
Tags: #callcenter• #cctr• #contactcenter• #contactcentre• #custserv• Call Center Consulting• Customer Experience• Taylor Reach Group
Today, CX and Contact Center consultancy, The Taylor Reach Group, Inc. (TRG), announced they are administering a Strategic Assessment for a leading stock transfer organization. The consultancy will conduct an essential health check of the firm’s customer experiences and Contact Center operations. “We use a hands-on, holistic approach to assess the interaction experience and […]
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Want a Better Customer Experience? Ask the Front-Line!
Posted on March 29, 2019 in Agent Experience • Call Center Performance • Contact center consulting • Customer Experience • Customer service • Employee Engagement
By Peg Ayers Customer Experience (CX) can differentiate your company from your competitors. An effortless Customer Experience creates loyalty for your brand. Your customers could be yours for a lifetime! You know how much that’s worth to your organization. You want to provide the best Customer Experience possible. But how? Perhaps you’d like to investigate […]
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Top Trends Affecting Contact Centers and the Customer Experience They Deliver
Posted on March 12, 2019 in Artificial Intelligence • Call Center Consulting • Call centre consulting • Customer Experience • Customer Experience Metrics • Customer service
By Colin Taylor The month of March is now upon us and the predictions and prognostications for the new year are pretty well behind us. But before we bid adieux to the pundits’ predictions and Top 10 lists, I will add my voice to the collective noise. Predictions are challenging and dangerous; people remember and […]
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Are You Limiting Your Customer Experience While Increasing Customer Churn?
Posted on March 01, 2019 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Customer Experience • Customer Experience Management • Customer Satisfaction • FCR • Root Cause Analysis • Strategy
Tags: #callcenter• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• #retention• Contact Center Management• Taylor Reach Group
By Colin Taylor Research tells us that 85% of customer churn is due to poor service that was in fact preventable. 11% of customer churn could have be prevented by simple company outreach and 67% of customer churn is preventable if the customer issue had been resolved at the first engagement. This tells us something […]
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How to deliver a positive customer experience when failures occur
Posted on February 22, 2019 in CES • Customer Experience • Customer Satisfaction • Customer service
Written by Garry Schultz Hafeez’s cartoon is fashioned on a Like all Goldberg machines, if you take the time to follow the flow, it does work. The question is, “But, is it worth the effort?” The Goldberg machine suggested a complaint often heard in Contact Centers – “thanks for the fix but it’s too […]
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Friction in the Customer Experience
Posted on February 19, 2019 in Call Center Management • Case Study • Contact Centre Ops • Customer Experience • Customer Satisfaction • Uncategorized
Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Call Center Assessment• Call Center Consulting• CSAT• Taylor Reach Group
Are You Listening to the Canaries in Your Customer Experience Coal Mine? By: Colin Taylor The call center or customer service department has long been call the ‘canary in the coalmine’ for its ability to provide early identification and diagnosis of problems and issues impacting the satisfaction of customers. Despite numerous warnings most organizations don’t change, […]
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Using Lean Management & Human-centered Design to Improve Government Customer Experience
Posted on February 05, 2019 in Uncategorized
Lean Management is a customer-centric methodology used to improve the current business process by using the DMAIC (Define, Measure, Analyze, Improve, and Control) technique. Following the DMAIC blueprint will provide organizations insight into what the actual root cause problem is by measuring and analyzing various data sets, and developing process flow maps to understand the […]
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Top Tier Customer Experience a Key Focus for new Taylor Reach Senior Consultant Patricia Ballantyne
Posted on January 18, 2019 in Uncategorized
The Taylor Reach Group, Inc., an industry-leading Customer Experience (CX) and Contact Center consulting firm, is starting 2019 on a continued upward trajectory, adding Senior Consultant Patricia Ballantyne to its team of contact center operational experts. Ballantyne noted, “the Taylor Reach Group is a highly respected consulting firm, and I am excited to work with […]
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