Customer Experience

Posted on September 21, 2017 in Call Center Performance • Customer Experience • Customer Satisfaction • Customer service • Customer service audit • Snapshotz

By: Deepak Selvaratnam Today, Customer Service delivery has become so important that is even talked about in the board room! Government and cabinets are growing more concerned than ever around federal, local and parastatal agencies delivering appropriate levels of service to meet citizens’ needs.   All leading business journals today recognize the importance of customer […]

Posted on September 06, 2017 in CSAT • Customer Experience • Customer Satisfaction • Quality • Quality Assurance

  By: Colin Taylor When we are thinking about our Quality Assurance (QA) processes, we need to ask ourselves, “Are we measuring the right elements and in the right ways?” What I mean by this is “Are our measurements concrete enough?” If we are employing a 10-point scale, can anyone really explain and rationalize a […]

Posted on August 30, 2017 in Contact Center • Customer Experience • Events • News • Newsletters

Newsletter Contact centers, customer service and customer experience: news, views and how to’s Inside this issue: Top 50 Customer Service Blogs & Websites for Business  How the Pros Turn Loyal Customers into Brand Advocates – 30 Experts How the Pros Turn Loyal Customers into Bran Advocates – Colin Taylor  Avoiding Bot Biases in Customer Experience  Customer […]

Posted on July 20, 2017 in Call Center Consulting • CES • Customer Experience • Customer Experience Management • Customer Satisfaction

Recently Martech Exec published an article on how to turn loyal customers into brand advocates, based on an expert roundup. The company reached out to 30 experts for their knowledge and insights of which I had the pleasure of being included. Here’s what I had to say: “So how do we transform loyal customers to […]

Posted on June 13, 2017 in Artificial Intelligence • Call Center Technology • Call Center Tools • Chat • Contact Center • Customer Experience

Chat in the Contact Center – an Expert Panel Weighs in – Part 2/3 Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. This discussion examines chat in the Contact Center, highlights the many advantages of Live Chat, presents some caveats and looks to […]

Posted on April 27, 2017 in Agent Experience • Blog • Call centre consulting • Contact Center • Customer Experience • Customer Reach • News • Newsletters

Newsletter Contact centers, customer service and customer experience: news, views and how to’s Inside this issue: Marketers Ruin Everything – Who is Leading Your CX Strategies 6 Areas of Customer Success Planning 11 Ways to Secure More Budget in Your Contact Centre Contact Center Service Consultancy Expands to India Get Ready For Big Data and […]

Posted on April 12, 2017 in Call Center Management • Call Center Performance • Call Center Tools • CSAT • Customer Experience • Customer Satisfaction • Technology • TRG • Turnover

Tags: #cctr• #contactcenter• #custserv• #finserv

An interview by Colin Taylor with Eddie Woodruff I recently sat down with Eddie, Chief Marketing & Communications Officer at Forcht Group, of Kentucky Forcht Bank, in Lexington Kentucky. For the past six years,Eddie has been overseeing the development and direction of the bank’s Contact Center. Here is a transcript of that interview, with great […]

Posted on March 31, 2017 in Call Center Tools • Call centre consulting • Contact Center • Customer Experience • Customer Experience Metrics • Opportunity • Resources

Hurry, take advantage of our best offer ever – a savings of $1500 Customer Experience (CX) Health Check for Call and Contact Centers – open to companies in US, UK and Canada. Don’t miss this limited time offer to access and optimize the CX delivered in your contact centers’. The Taylor Reach Group, Inc., offers […]

Posted on March 24, 2017 in Customer Experience • Customer Experience Metrics

By: JD Fairweather   If “marketers ruin everything” as Gary Vaynerchuk, CEO and founder of Vayner Media stated, why are so many leading customer experience projects? Who is leading your customer experience efforts? Let me start by saying that I’ve got no beef with marketers. They are key to the success and growth for most, […]

Posted on March 16, 2017 in Blog • Call Center Assessment • Call Center Audit • Call Center Consulting • Call centre consulting • Contact Center • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Metrics • Customer Satisfaction • News • Snapshotz • TRG

Tags: #callcenter• Call Center Assessment• Call Center Consulting• Contact Center Consulting• Contact Center Management• Customer Experience• Customer Service Consulting• Snapshotz• Taylor Reach Group

The Taylor Reach Group, Inc., allows brands to see behind the customer experience curtain – announcing 3 services, each with a different focus for optimizing CX delivered in the contact/call center. Toronto-ON- Colin Taylor, the CEO and Chief Chaos Officer of Taylor Reach Group, Inc., announced today that the company has expanded their customer experience consulting […]