Call Center Assessment

Posted on December 07, 2012 in Call Center Assessment • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction • Financial Services • Net Promoter • Quality • Research • Strategy • The Taylor Reach Group

Tags: #cctr• #custserv• #Cx• CEM• Contact Center Strategy• Research

Failure to Forge an Emotional Connection Restricts Financial Services Sales Potential Toronto – ON (PRWEB) December 06, 2012 The Taylor Reach Group, Inc. (Taylor Reach) and Contextual Strategy Group, LLC (CSG) announced today the release of a CX Snapshot℠ report on Financial Services call centers. Taylor Reach and CSG completed calls employing an ‘acquisition scenario’ […]

Posted on October 30, 2012 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction • Net Promoter • Planning • Quality • Strategy

Tags: #callcenter• #cctr• #custserv• Alignment• CE Snapshot• CEM• Colin Taylor• Customer Service Consulting• CX Snapshot• Operational Management• Taylor Reach Group

By: Colin Taylor Congratulations to Pete Winemiller, SVP of guest relations for the NBA’s Oklahoma City Thunder, who was named the 2013 Chief Customer Officer (CCO) of the Year, by The Chief Customer Office Council (CCO Council). The award recognized individuals who “improving customer relationships, driving profitable customer behavior, creating a customer-centric culture, and helping […]

Posted on October 23, 2012 in Call Center Assessment • Call Center Audit • Call Center Management • Customer Experience • Customer Experience • Customer Satisfaction

Tags: #callcenter• #cctr• #custserv• Alignment• Call Center Assessment• Call Center Audit• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Experience• Customer Service Consulting• Taylor Reach Group

On Friday when our associate Bruce Lebowitz spoke on BlogTalk Radio on Branding Dialogues and one of the points he addressed was the LAKE approach to measuring the customer experience in the call center. LAKE stands for: – Language, the language and vocabulary the agent employs, – Attitude, the attitude demonstrated by the agent during […]

Posted on October 12, 2012 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Contact Centre Ops • Customer Experience • Customer Experience • Customer Satisfaction • Net Promoter • Quality • Strategy • Success • The Taylor Reach Group

Tags: #callcenter• #cctr• #ce• #custserv• Call Center Assessment• Call Center Audit• CEM• Contact Center Management• Contact Center Strategy• CSAT• Customer Experience• Taylor Reach Group

Hear Bruce Lebowitz our newest team member speak out the Gap between Brand Promises and the Customer Experience on the next VOC Radio Show- Friday (10/19) – Branded Dialogues Please check out this upcoming episode of Voice of the Customer Radio – Friday October 19th (12-1pm EDT). Where the topic will be discussing Customer Experience […]

Posted on August 23, 2012 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Tools • Call centre consulting • Strategy • The Taylor Reach Group

Tags: #cctr• #custserv• Alignment• Call Center Assessment• Call Center Audit• Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• Research• Snapshotz• Strategy• Taylor Reach Group

Hospitality and Property Management Vertical Best for Corporate and Call Center Alignment Snapshotz benchmarking of call and contact centers world wide released the results of analysis of more than 600 call centers highlighting the connection between corporate goals and a centers objective. Center directors and VP’s when asked about the connection between the business and […]

Posted on May 08, 2012 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction

Tags: #callcenterDIY• #cctr• #custserv• Alignment• Call Center Assessment• Call Center Audit• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• Snapshotz• Strategy• Taylor Reach Group

Monthly Download The Snapshotz Online Download April 2012 What’s on the menu of the April issue of ‘Download’ • Snapshotz: “Enabling a thousand flowers to bloom” • Millennial myths busted – learning’s for contact center management • “There is joy in work. There is no happiness except in the realization that we have accomplished something.” […]

Posted on April 10, 2012 in Call Center Assessment • Call Center Audit • Call Center DIY • Call Center Management • Call Center Performance • Call Center Tools • Contact Centre Ops • Customer Experience • Customer Satisfaction • Opportunity • Strategy

Tags: #callcenterDIY• #cctr• #custserv• Alignment• Call Center Assessment• Call Center Audit• Colin Taylor• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Leadership• Operational Management• Snapshotz• Strategy• Taylor Reach Group

The Snapshotz Online comparator is designed to serve as a guide for contact center management to get a view quick view of where their center sits vis-à-vis other centers in the same vertical worldwide. The comparator is drawn from data across the 400 plus centers that use Snapshotz as an audit and benchmarking tool. Snapshotz […]

Posted on March 08, 2012 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Contact center consulting • Contact Centre Ops • Opinion • Planning • Strategy • The Taylor Reach Group

Tags: #callcenter• #callcenterDIY• #cctr• #custserv• Call Center Assessment• Call Center Audit• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Operational Management• Strategy• Taylor Reach Group

By: Colin Taylor If I asked you today is the top things you could do to improve the operation of your call center, you would probably have a pretty good idea. That is because you are responsible for the center operation and you live and breathe it each and every day. Now if I asked […]

Posted on February 27, 2012 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Contact Centre Ops • Opportunity • Research

Tags: #callcenterDIY• #cctr• #custserv• Call Center Assessment• Call Center Audit• Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Leadership• Operational Management• Research

With much more of 2012 to go, the February issue of ‘Download’ is packed with valuable information enable you to drive the year forward!  Megatrends for 2012: Contributions from Rod Jones an industry veteran of 35 years and our partner in South Africa  A white paper published by the Contact Center Pipeline on […]

Posted on February 14, 2012 in Call Center Assessment • Call Center Audit • Research • Strategy

Tags: #cctr• #custserv• Call Center Assessment• Call Center Audit

You can’t manage what you can’t or don’t measure. A call center audit can provide great insights into how the center is actually operating, which maybe different than how it is expected to operate. In this webinar we examine the call centers alignment to business goals and objectives employing real-world results from more than 600 […]