Customer Satisfaction

Expert Opinion: How to Ensure a Higher Customer Satisfaction Level

Posted on April 04, 2018 in Customer Satisfaction • Expert round-up

Original post via ProProfs, expert opinion summary by Colin Taylor With Customer Experience being a crucial factor in business operations, comes the importance of ensuring high customer satisfaction (CSAT) levels. A high CSAT is a indicator of customer loyalty and repurchase intentions. This differentiator will reduce customer churn. Retaining brand advocates results in […]
Read more
Operational Indicators – Average Handle Time (AHT)

Posted on March 20, 2018 in AHT • Call Center Consulting • Contact Centre Ops • Customer Satisfaction • Education • Forecasting- WFM • People management • Planning • Strategy

Tags: AHT• Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• WFM

By: Turaj Seyrafiaan Have you ever wondered what is behind any of the Contact Center operational indicators? Why do we measure what we measure and what do they mean? In this article, we tackle one of the most important indicators; Average Handle Time (AHT) AHT is defined as the total amount of time (on average) […]
Read more
Operational Indicators – Sevice Levels, ASA & Occupancy Rate

Posted on March 19, 2018 in AHT • ASA • Call Center Consulting • Contact Centre Ops • Customer Satisfaction • Forecasting- WFM • Occupancy • People management • Planning • Strategy

Tags: ASA• Call Center Consulting• Contact Center Consulting• Contact Center Management• Operational Management• service level• Strategy• Taylor Reach Group• WFM

By: Turaj Seyrafiaan In the last Indicators post, we discussed one of the most important operational indicators: Average Handle Time or AHT. In this issue, we continue with other operational indicators dealing with the efficiency of the center, i.e. “Service Level”, “Average Speed of Answer (ASA)” and “Occupancy Rate”. Although each indicator provides different information, […]
Read more
Importance of Consistency Among Different Channels in the Contact Center

Posted on October 31, 2017 in Call Center Performance • Call Center Technology • Contact Center Technology • Customer Experience Management • Customer Satisfaction • Customer service

By: Colin Taylor Recently I was asked to participate in an expert round-up on How Fortune 500 companies Manage Their Contact Center(s). More specifically, I was asked to provide insight on the importance of consistency among different channels within a Contact Center. There is a wide range of channels available in the Contact Center industry. […]
Read more
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, […]
Read more
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 […]
Read more
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 […]
Read more
Quality Assurance – Avoiding Gray Areas

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 […]
Read more
Contact Center Metrics, Why Do They Matter?

Posted on August 23, 2017 in Agent Experience • AHT • ASA • Call Center DIY • Call Center Management • Call Center Performance • Call Center Tools • CES • CSAT • Customer Experience Metrics • Customer Satisfaction • Facts and Figures • FCR • Forecasting • Forecasting- WFM • Metrics • Net Promoter • NPS • Service Level • WFM

By: Colin Taylor Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. Contact Centers can generate an immense amount of data and reporting on just about anything that we could […]
Read more
How the Pros Turn Loyal Customers into Brand Advocates

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 […]
Read more