Customer Experience

Posted on March 10, 2020 in Customer Experience • Customer Experience Metrics • Customer Satisfaction • Customer service audit • Customer Support • CXi • Help Desk • Sales • Service Level

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #Cx• Contact Center Strategy

By Patricia Ballantyne Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. You can also obtain a CCXP (Certified Customer Experience Professional) certification, which recognizes professional credentials and expertise in […]

Posted on February 12, 2020 in AI • Artificial Intelligence • Call Center Tools • Chat • Contact Center • Contact Center Technology • Customer Experience • Help Desk • IVR

Tags: #artificialintelligence• #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• AI• artificial intelligence• Colin Taylor• Customer Experience• Customer Service Consulting• Self Service• WFM

By Colin Taylor Self-service has been employed for more than 30 years to allow customers to serve themselves. This has been a mixed blessing, while many of us value the time savings versus waiting endlessly in a queue for the answer to a simple question and to gain a single piece of information, we all […]

Posted on February 06, 2020 in Customer Experience • Customer Experience Management • Customer Experience Metrics • Customer service • Quality assurance

Tags: #callcenter• #callcentre• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Customer Experience• Taylor Reach Group

By Peg Ayers Measuring Customer Experience is important, right? We need to know how customers feel about their interactions with us. We can’t improve what we don’t measure. But what are we doing with the data we gather? And is gathering, analyzing and reporting on that data truly improving the customer experience? I regularly receive […]

Posted on January 15, 2020 in Contact center consulting • Customer Experience • Customer Experience Management • Employee Engagement • Employee Experience

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Attrition• Call Center Consulting• WFM

By Peg Ayers Not everyone wants brave employees in their contact center. Subservient employees are less trouble to manage. The status quo works for them. They never argue with management decisions. They keep their suggestions to themselves. In short, an unmotivated manager wants employees who don’t rock the boat. But what is the customer experience […]

Posted on December 11, 2019 in Agent Experience • Call Center Consulting • Call Center Management • Contact center consulting • Customer Experience • Customer Satisfaction • Customer service • Employee Engagement • Employee Experience • Incentives • People management • retention • rewards/recognition • WFM

Tags: #callcenter• #cctr• #contactcenter• #custexp• #Cx• #retention• call center consultants• call centre consultants• Colin Taylor• contact center consultants• contact centre consultants• Customer Experience• customer experience consulting• Customer Service Consulting• CX consulting• incentive programs• incentives• Training• WFM

By Colin Taylor “Make your employees happy and they will make your customers happy.” This simple maxim has been echoed by business leaders from Richard Branson to Herb Kelleher, and it is true. The challenge lies in how you make you employees or in the case of a contact center, your agents happy. It is […]

Posted on November 29, 2019 in Agent Experience • Best Practices • Call Center Consulting • Call Center Management • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Customer service • Customer Support • Employee Engagement • Employee Experience • People management • Quality • Quality Assurance • Quality assurance

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• call center• Call Center Consulting• Colin Taylor• Contact Center Consulting• Customer Experience• Customer Service Consulting• Taylor Reach Group

By Colin Taylor I was reading a recent post by Helen Dewdney regarding playing Christmas music in stores to early in the season, and the fact that many retailers plan music even though it is not well received by their customers. The question Helen poses at the end of the post is “Do you think […]

Posted on November 18, 2019 in Best Practices • Call Center Consulting • Call Center Management • Call Center Performance • Contact center consulting • Customer Experience • Customer Experience Metrics • Customer Satisfaction • Customer service • Quality Assurance • Quality assurance

Tags: #callcenter• #contactcenter• #custexp• #custserv• Call Center Consulting• Customer Experience• Customer Service Consulting

By Turaj Seyrafiaan More and more contact centers see the value of Quality Assurance in improving their operation both in terms of efficiency and effectiveness. However, in most cases the effectiveness of the process is measured internally based on what the organization believes to be the right approach or behavior. This internally focused approach could […]

Posted on November 11, 2019 in Best Practices • Call Center Assessment • Call Center Audit • Call Center Consulting • Contact center consulting • Customer Experience • Customer service audit • News • Strategy • The Taylor Reach Group

Tags: #callcenter• #contactcenter• #custserv• #Cx• Call Center Assessment• Call Center Consulting• Strategy• Taylor Reach Group

  Customer Experience and Contact Center Consultancy, The Taylor Reach Group, has recently completed its in-depth analysis of two contact centers for a national patient support firm. The client firm delivers patient support programs for many leading pharmaceutical companies and provides access to medical technologies and treatments at its clinics across Canada. Taylor Reach’s consultants, […]

Posted on May 14, 2019 in Blog • Customer Experience • Customer Experience Management • Customer Reach • Customer Satisfaction • Customer service • Customer Support

Tags: #callcenter• #cctr• #contactcenter• #custexp• Alignment• Call Center Consulting• Contact Center Strategy• Customer Experience• customer service• Customer Service Consulting• games• gaming• Strategy• Taylor Reach Group

by JD Fairweather There was a time where video games were purchased, played and completed with no reason to interact with their creators. The enjoyment to be had was contained within a small window of experience and replay-ability reserved for the most dedicated of fans. Post-purchase interaction with the game developers or publisher was limited to […]

Posted on April 12, 2019 in Call Center Consulting • Call centre consulting • Case Study • Contact center consulting • Contact Centre Ops • Customer Experience • Opinion • Quality • retention • Strategy • The Taylor Reach Group

Tags: #custserv• #Cx• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Leadership• Outsourced Quality Listening• poor service• Root Cause Analysis• Taylor Reach Group

By Colin Taylor While working on a call center consulting engagement with one of the largest garbage companies in the country we encountered what was likely the most difficult customer I have ever experienced. We were working in a mid- sized call center and discussing their customers. The company serviced urban, suburban and rural customers […]