Customer Experience

Calculating First Contact Resolution

Posted on May 15, 2018 in Call Center Performance • CSAT • Customer Experience • Customer Experience Metrics • FCR • FCR

By: Peg Ayers & Turaj Seryafiaan Definition: The percentage of customer contacts resolved during (or as a result of) the first contact, requiring no additional contacts. This is a key metric not only for customer satisfaction and retention but also in determining the overall work-load and operating expenses. In many Contact Centers, 75% First Contact […]

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Call Center, Contact Center and Customer Experience Events – April 2018

Posted on March 26, 2018 in Customer Experience • Events • Uncategorized

  At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events. With that, here […]

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Calculating Average Handle Time in Light of Customer Experience and IVRs

Posted on January 03, 2018 in AHT • Average handle time • Call Center Management • Call Center Performance • Customer Experience • IVR • IVR • Metrics

By: Peg Ayers and Turaj Seyrafiaan Definition of Average Handle Time: The average time spent handling a contact with a customer, which may be a call, email, chat or any kind of request. The total handle time includes not only the time that an agent spends directly communicating with the customer but also time spend […]

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Calculating Abandon Rate in Light of Customer Experience and IVRs

Posted on December 19, 2017 in Abandon rate • abandon rate • Call Center KPIs • Call Center Management • Call Center Metrics • Call Center Performance • Contact Center KPIs • Contact Center metrics • Customer Experience • Customer Experience Metrics • IVR • KPIs • Metrics

By: Peg Ayers and Turaj Seyrafiaan Definition of Abandon Rate: The percentage of calls ended by the caller before being answered by an agent. Calculation: Abandoned Calls/ (Abandoned Calls + Answered Calls) X 100 Example: 90 calls are answered; 10 calls are abandon before they’re answered. Abandon rate is 10/ (10+90) which is 10%. Alternate […]

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Taylor Reach Group Speaks at 15th Annual CEM Focused Conference

Posted on December 03, 2017 in CEM • CES • Contact Center • Customer Experience • Networking • TRG

  By: Sarah Hill – Stapley Recently Colin Taylor, our CEO, and John Cockerill, President, had the pleasure of speaking at the 15th Annual SCORE Conference. The focus of this year’s event was incorporating CEM strategies as part of your corporate DNA. Senior executives from a variety of industries attended the conference clearly, deeply invested […]

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Expert Opinion: Top 3 Customer Support Trends to look for in 2018

Posted on November 17, 2017 in Artificial Intelligence • Call Center Consulting • Call Center Performance • Call Center Technology • CSAT • Customer Experience • Customer Support

Original post via ProProfs, expert opinion summary by Colin Taylor   With Customer Experience being a crucial factor in business operations, comes the importance of optimizing Customer Support and forecasting trends. With 2018 around the corner, it’s a great time to discuss current and anticipated trends. Recently I was asked to contribute to an expert […]

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True Value of CSAT – 3 Categories Impacted by Customer Satisfaction

Posted on October 03, 2017 in CEM • CES • CSAT • Customer Experience • Customer Satisfaction • Customer service • Customer service audit

By: Turaj Seyrafiaan We all have heard that Customer Satisfaction is important and of high value to the business. But what does that mean? What is the true value of customer satisfaction? A 2017 study indicated that poor customer service is costing US businesses $62 billion annually. That’s up $20 billion since 2013! This shocking, […]

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Taylor Reach Group to Co-Produce 15th Annual SCORE Customer Experience Conference

Posted on October 03, 2017 in Call Center Consulting • Call Center Management • Call Center Performance • Case Study • CEM • CES • Contact Center • CSAT • Customer Experience • Customer Experience Metrics • Customer service • CXi • Events • Strategy

Toronto, ON – Each year SCORE brings together hundreds of CX, CRM and customer care leaders for a conference and awards gala. SCORE 2017 will focus exclusively on how companies can develop a Customer Experience Management (CEM) strategy as part of their corporate DNA to lock in profitable, long-term customer loyalty. This year’s event will […]

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3 Top Skills to Succeed in the Customer Service Industry

Posted on September 28, 2017 in Customer Experience • Customer Satisfaction • Customer service

ProProfs recently asked me to contribute my point-of-view for tips on succeeding in the Customer Service Industry. While my advice on this topic is endless and typically specified towards and aligned with clients’ goals, needs and objectives, here are 3 general tips that every Customer Service professional should follow for success: 1) Empowerment: We are […]

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Do You Have an Audit Plan for Customer Service?

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 […]

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