Customer Experience Management

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 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 August 15, 2015 in Call Center Management • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction • News • Newsletters

Tags: #custexp• #custserv• #Cx• CEM• Customer Experience• customer service• Customer Service Consulting• Leadership• Operational Management• Taylor Reach Group

Customer Service Npower’s customer experience problems impact business From business-reporter.co.uk – August 14, 3:57 PM Energy firm Npower’s billing difficulties have led to a decline in profits, with the financial impact set to last until the end of 2016. The firm reported its half-year profits had fallen Colin Taylor TRG‘s insight: Can a poor #customerexperience […]

Posted on August 07, 2015 in Call Center Consulting • Call Center Management • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #custexp• #custserv• Colin Taylor• CSAT• Customer Experience• Customer Service Consulting• Taylor Reach Group

By Colin Taylor I recently read a good post by Scott Sachs of SJS Solutions on the topic of proactive customer support In the post Scott does a great job setting the table for Proactive Customer Service in this post. From my perspective, companies need to look Proactive #custserv as an investment in the #customerexperience […]

Posted on August 06, 2015 in Call Center Management • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction

Tags: #cctr• #contactcenter• #custexp• #custserv• Customer Service Consulting• FCR• Taylor Reach Group

Customer Service Embracing Mobility and Improving Customer Service From www.business2community.com – Today, 3:20 PM It’s no secret that tablets and smartphones are transforming the field service industry. In fact, more and more companies are equipping their field service representatives with these powerful devic… Colin Taylor TRG‘s insight: Mobile is the key to improving Field Customer […]

Posted on March 05, 2015 in Call Center Consulting • Call Center Management • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction • The Taylor Reach Group

Tags: #callcenter• #cctr• #contactcenter• #custserv• #Cx

Please join John Cockerill at The Customer Service Network’s 18th annual conference on May 6 and 7, in Toronto. From Good to Great, and learn how to exceed the expectations of customers. Learn about social media marketing, performance coaching, the power of lean and building a winning customer service strategy. These are just a few […]

Posted on March 03, 2015 in Call Center Assessment • Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction

Tags: #custexp• #custserv• #Cx• Contact Center Strategy• Customer Experience• Taylor Reach Group

Recent findings from Harvard’s Business Review exposes three classic customer experience myths: 1- Customers want to have relationships with brands. Truth: 77% don’t want to build a relationship, they are viewing their interactions as transactions. 2- An increase in interactions is always the answer. Truth: Too much interaction, too many emails, flash sales and contact […]

Posted on February 03, 2015 in Call Center Management • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Management

Tags: #2015• #callcenter• #cctr• #contactcenter• #custexp• #custserv• #Cx• Colin Taylor• Contact Center Management• Trends

By: Colin Taylor Immersive or Flexible Learning. Training and education is a key to being successful in any role or endeavor. Interacting with customers is one of the most critical tasks for any organization. This pivotal role impacts and in part determines if a prospect becomes a customer or if a customer will remains one. […]

Posted on October 24, 2014 in Call Center Management • Call Center Performance • Call centre consulting • Customer Experience • Customer Experience • Customer Experience Management • Customer Mirrors • Customer Satisfaction

Tags: #custserv #custexp #callcenter #cctr

In fact most of what we speak about when we talk about the customer experience is what we used to call customer service, or customer centicity. It seems that if we call it customer experience somehow it requires millions of dollars of investment, large teams and expansive budgets. Well from my perspective that is not […]

Posted on October 07, 2013 in Call Center Management • Call Center Performance • Contact Centre Ops • Customer Experience • Customer Experience Management • Customer Satisfaction • Employee Engagement • Opinion • The Taylor Reach Group

Tags: #callcenter• #cctr• #custserv• #custservweek• #Cx• CEM

By Colin Taylor Its Customer Service Week. This is the time of year to recognize and appreciate the contributions of all of the people that deliver customer service. This week in call centers across the globe there will be pizza days, cakes, give aways of small dollar value goodies, staff dressed casually and visits by […]