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Posted on September 14, 2015 in Call Center Consulting • Call Center Management • Call Center Performance • Customer Experience • Customer Experience • Customer Experience Management • Customer Mirrors • Customer Satisfaction • FCR

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #custexp• #custserv• #Cx• Colin Taylor• Contact Center Strategy• CSAT• FCR• NPS

Colin Taylor on the Customer Experience, one of Leah M Berry’s 30 Experts in 30 Days. I had the privilege last week to speak with Leah M Berry who has been speaking with Entrepreneurs to discuss their areas of expertise and identify tips, guidance and advice that others can learn from their experience.Our discussions focused […]

Posted on September 14, 2015 in Scoop.it

Learn from top experts how to attract legions of loyal customers, build successful businesses, and make a difference. Leah M Berry interviews Colin Taylor fo…

Posted on September 11, 2015 in Scoop.it

The Real Omnichannel Journeys – 2015 Customer Engagement Index Results

Posted on September 10, 2015 in Scoop.it

The ideal customer journey is so tempting. It’s so magical to start designing the beautiful, happy day journey for our customers. On their best day, they fall in love with our products, they get…

Posted on September 10, 2015 in Scoop.it

Wyndham moving caHundreds of people in Aberdeen will soon be out of work after Wyndham Hotel Group announced it will be closing its call center there early next year.

Posted on September 10, 2015 in Scoop.it

Boston Consulting Group shares its recent major study that revealed the top factors that influence a customer’s experience with a brand.

Posted on September 09, 2015 in Scoop.it

Source: www.trainingindustry.com With the Customer Experience it keeps coming back to the fact that customers want;To be treated like a valuable customer.To be recognized as an individual.To speak with a knowledgeable person who can resolve their issues.To have a prompt and courteous interaction.To be respected.To be heard.To have problem solved quickly and easily

Posted on September 09, 2015 in Scoop.it

Source: www.trainingindustry.com Good post by Jodi. The keys to the Customer Experience are; To be treated like a valuable customer. To be recognized as an individual. To speak with a knowledgeable person who can resolve their issues. To have a prompt and courteous interaction. To be respected. To be heard. To have problem solved quickly […]

Posted on September 08, 2015 in Scoop.it

Canadian Call Center BPO Benchmark Project

Posted on September 08, 2015 in Scoop.it

As part of a training course I am developing on KPIs (Key Performance Indicators) for RESULTS.com clients, I was asked to write some articles on my top 5 KPI recommendations for various business functions. Here are my “Top 5 Customer Service KPIs”. Customer service is a very broad subject, and the type of service you provide will vary greatly depending on the size and scope of your organization, and the type of product / service you provide. As such, I will try to be as generic as possible. If