Customer Experience

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 26, 2015 in Call Center Management • Call Center Performance • Customer Experience • Customer Experience • Customer Experience Management • Scoop.it • The Taylor Reach Group

Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• call center• Customer Experience• customer service

It has become hard for firms to stand out from the crowd in pricing, products or services. Now customer experience is the big differentiator.

Posted on February 26, 2015 in Call Center Consulting • Call Center Management • Call Center Performance • Customer Experience • Customer Experience • Customer Satisfaction • The Taylor Reach Group

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #customerexperience• #customerservice• #custserv• #Cx

By: Colin Taylor A new report published by Dimension Data suggests that contact center operators must deliver Digital Engagement or Die- Nice to know we have a choice. Dimension Data research predicts significant changes to the #contactcenter landscape – 87% increase in non-voice traffic and 42% decline in voice traffic in #callcenters in just 2 […]

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 January 21, 2015 in Contact center consulting • Customer Experience • Strategy • Technology

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

By: Colin Taylor Each year the pundits, experts and devil advocates, trot out their expectations and list of trends of what we should expect to see impacting our lives in the coming year. As I have been described by one or more of these labels on many occasions as well as being described by a […]

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 17, 2013 in Contact Centre Ops • Customer Experience • Social Media • Technology • Twitter

Tags: #callcenter• #cctr

“Customer service starts where customer experience fails.” Chris Zane, Zanes Cycles One of our friends Bill Jelen (Mr. Excel) recently forwarded an account of his efforts to get cable service for his father. Obvious Time Warner attempted to improve customer service and experience which has gone, well, wrong. Here in Bills own words: Our local cable […]

Posted on February 15, 2013 in Call Center Management • Call Center Performance • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Offshoring-Outsourcing • Site Selection • Social Media • Strategy • The Taylor Reach Group

Tags: #callcenter• #cctr• #ce• #custserv• #Cx• Call Center Consulting• CEM• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• CSAT• Strategy• Taylor Reach Group

We have just secured a new retail client and we are looking forward to having a positive impact on their call center and customer experience operation. This client joins retailers such as Kohl’s and Aldo for whom we have completed projects. Our retail experience includes more than twenty five engagements running the gamut from operational […]

Posted on January 25, 2013 in Call Center Management • Call Center Tools • Contact Centre Ops • Customer Experience • Opinion • Opportunity • The Taylor Reach Group

Tags: #callcenter• #callcenterDIY• #cctr• #custserv• #PIF-F• Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Experience• Customer Service Consulting• Taylor Reach Group

We are all busy and we all struggle to improve our own lives and that of those around us. But we also know at some intuitive level that helping people by doing good helps us to live a better life and feel better about ourselves. Can we help others by ‘paying it forward’, knowing that […]