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Posted on September 28, 2015 in Scoop.it

Contact Centre Benchmarking Report by Dimension Data – 2016 SurveyOpen Take part now to see how your customer experience performance compares to your peers’

Posted on September 25, 2015 in Contact Centre Ops

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #custexp• #custserv• #Cx• Call Center Consulting• Contact Center Strategy• Customer Experience• Customer Service Consulting• Taylor Reach Group

I was recently asked “What was the #1 thing any organization could do to improve their Customer Service. While there can certainly be many valid and beneficial actions and activities that organizations can take to improve their Customer Service, such as: Investing in Training, Expanding Service Hours, Leveraging Customer Data etc. I think that the […]

Posted on September 25, 2015 in Scoop.it

Fareham, Hants, UK – 24th September, 2015 – Ultracomms, Europe’s first cloud contact centre services provider, has today published an independent study which validates the company’s own findings on the effectiveness of its new AMD+ solution, launched in May this year

Posted on September 17, 2015 in Scoop.it

How to deal with a sudden social media crisis? Here are the 5 steps for handling it right just like Target did.

Posted on September 17, 2015 in Scoop.it

Only the insurance sector scores lower than the automotive industry in terms of providing the best service and customer experience, according to the second annual Customer Experience Survey from th…

Posted on September 16, 2015 in Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction • The Taylor Reach Group

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #custexp• #customerexperience• #customerservice• #custserv• #Cx• CEM• Colin Taylor

Here are our top 5 tips for improving your customer experience. Improve your Customer Experience by; 1-Align all departments to create a holistic Customer Experience, 2-Understand where Customer expectations are in conflict with your policies, and procedures 3-Empower employees to serve customers 4-Train Front-line staff in soft skills as well as technical skills, 5-Create emotional, […]

Posted on September 16, 2015 in Scoop.it

Actress Melissa Joan Hart should’ve known better than to exploit the Sept. 11 tragedy to promote her clothing line via a free shipping offer using “911.”

Posted on September 15, 2015 in Scoop.it

An interview with Customer Experience Expert Colin Taylor who has 37+ years of experience helping companies deliver the Customer Experience

Posted on September 15, 2015 in Customer Experience • Customer Experience • Customer Experience Management

Tags: #callcenter• #contactcenter• #custexp• #customerexperience• #custserv• #Cx• Alignment• CEM• CSAT• Customer Experience• Customer Service Consulting• FCR

30 Experts in 30 Days – An Interview with Customer Experience Expert Colin Taylor Read the interview here or watch the video LEAH: Welcome to 30 Experts in 30 Days where we help entrepreneurs learn how to attract loyal clients and build their businesses by serving smart. Today, we have Colin Taylor with us. Ever […]

Posted on September 15, 2015 in Scoop.it

Marketers are wasting excessive time managing too many vendors. At least this is what the results of a recent study conducted at the 2014 Direct Marketing Association’s annual conference suggests…