Customer Mirrors

Posted on September 28, 2022 in AHT • Best Practices • Call Center Consulting • Call Center Management • Call Center Performance • Contact Center Technology • Contact Centre Ops • Customer Experience • Customer Mirrors • Help Desk • Quality • Quality Assurance • Training

Tags: #callcenter• #contactcenter• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• scripting

By Colin Taylor [This post was adapted from a webinar that Colin Taylor delivered for Customer Contact Central on September 8, 2022. You can see the replay here while available: https://www.customercontactcentral.com/frs/22041151/top-industry-secrets-for-successful-contact-center-scripting/email] There has been a continuous evolution in scripting since we were taping printed copies onto cubicle walls. There are primarily 4 different types of […]

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 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 March 19, 2013 in Call Center Management • Call Center Performance • Contact center consulting • Customer Experience • Customer Mirrors • Customer Satisfaction • Employee Engagement • Strategy • The Taylor Reach Group

Tags: #callcenter• #cctr• #custserv• #Cx• Contact Center Consulting• Contact Center Strategy• CSAT• Customer Experience• Taylor Reach Group

By: Bruce Lebowitz A well-known consumer financial services company launched a product for small businesses. This launch was accompanied by major advertising and comprehensive marketing campaign targeting small business owners and managers. The theme was that this product was designed exclusively for small businesses and would service their specific needs. As a top service provider […]

Posted on January 14, 2013 in Contact Centre Ops • Customer Experience • Customer Mirrors

Tags: #callcenter• #cctr• #custserv• #Cx #ce #cem• Alignment• Customer Experience• customer mirrors• Cxm

By: Colin Taylor I was sitting on my deck this morning a looked toward the lake and noticed the 6‘metal post I have installed, next to the garden. On this post there used to be two satellite dishes one for the television and one for internet. In the past few weeks I have had the […]