Customer Satisfaction

Posted on September 14, 2011 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Research • Strategy

Tags: Call Center Assessment• Call Center Audit• Call Center Consulting• CEM• Contact Center Management• Contact Center Strategy• Leadership• Root Cause Analysis• Snapshotz• Strategy• Taylor Reach Group

Snapshotz Download The Snapshotz Online Update August 2011 A Snapshotz of August: Conversations and contributions from International contact centre figures A Snapshotz of August: Technology trends in a nutshell, knowledge and skills for the modern contact centre manager, Industry voices and positive health in the contact centre, why customer service is viewed in parts and […]

Posted on September 01, 2011 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Tools • Contact Centre Ops • Customer Experience • Customer Satisfaction • Planning • Research • Strategy • Technology

Tags: Alignment• Call Center Assessment• Call Center Audit• Call Center Consulting• Case Study• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Costs• FCR• Leadership• Operational Management• Research• Snapshotz• Strategy• Taylor Reach Group

Can Snapshotz deliver $ savings in the public sector? This public sector organization employing 55 agents conducted a review of their centre using the Snapshotz Online tool and support from Customer Services Audit. Initially not expecting to find anything new as multiple databases and an archaic CRM tool were big bugbears. However it was decided […]

Posted on July 26, 2011 in AHT • ASA • Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Tools • Call centre consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Education • FCR • Forecasting- WFM • Newsletters • Occupancy • People management • Quality • Research • Strategy • Technology • Telecommunications • The Taylor Reach Group • Turnover

Tags: AHT• ASA• Attrition• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Strategy• Costs• Customer Service Consulting• FCR• Leadership• Operational Management• service level• Snapshotz• Strategy• Taylor Reach Group• Telefloral

Floral distributor executive wins Snapshotz call centre audit draw The winner of a draw held in Toronto for free usage of the Snapshotz call centre audit tool is Amas Tenumah, Vice-President, Operations for Teleflora, a floral distribution network. Tenrmah receives a single-user license for Snapshotz that will be applied in the Teleflora Oklahoma City call […]

Posted on July 22, 2011 in AHT • ASA • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Tools • Call centre consulting • Case Study • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Reach • Customer Satisfaction • FCR • Forecasting- WFM • Newsletters • People management • The Taylor Reach Group

Tags: Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• Snapshotz• Strategy• Taylor Reach Group• WFM

If you are not already a subscriber, please subscribe to our Customer Reach Newsletter! CUSTOMER REACH® VOLUME 8, ISSUE 6 JUNE 2011 ISSN 1718-8938 Inside this Issue Workforce Management Demystified Floral distributor executive wins Snapshotz call centre audit draw What Call Center Metrics mean to Customers Upcoming Events Why does ‘Tunnel Vision exist among clever […]

Posted on June 29, 2011 in Call Center Consulting • Call Center Management • Call centre consulting • Customer Satisfaction • Sales • The Taylor Reach Group

Tags: Colin Taylor• Contact Center Strategy• Service to Sales• Strategy

Sales is Good Service All companies exist because they have a product or service that their customers like, use and/or enjoy. Our company is no different. Our customers like and enjoy our products, services and capabilities. Of course not every customer will be happy every moment of the day, but then neither will we. We […]

Posted on June 09, 2011 in Call Center Consulting • Call Center DIY • Call Center Management • Contact Centre Ops • Customer Experience • Customer Satisfaction

Tags: Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Delta• Empowerment• Leadership• Operational Management• Social Media

Colin Taylor It has been a few hours since a Delta Airlines employee changed policy at almost every US carrier. Now the change is a positive one, lifting restrictions on the number of bags that returning soldiers can bring for free. But the positive change wasn’t brought about by the positive steps the Delta agent […]

Posted on May 23, 2011 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Tools • Call centre consulting • Customer Experience • Customer Satisfaction • Opportunity • Strategy • Success

Tags: Call Center Assessment• Call Center Audit• Call Center Consulting

Call center audits or assessments generally cost $30,000 to $50,000 or more. Today the Taylor Reach Group has partnered with Customer Audit Services to deliver the first and only SaaS based audit services called Snapshotz. More than 500 companies across all verticals have deployed Snapshotz and now you can to. Measure your call center across […]

Posted on May 19, 2011 in Call Center Consulting • Call Center Management • Contact Centre Ops • Customer Experience • Customer Satisfaction • FCR

Tags: Call Center Consulting• Contact Center Consulting• Contact Center Management• Customer Service Consulting• FCR• Taylor Reach Group

Now in its fourth year, the Avaya Contact Centre Consumer Index, 2011 is a global study of customer service across phone based, online and face to face channels. The research study, sponsored by Avaya and conducted by callcentres.net surveyed 5,300 consumers in Australia, New Zealand, Singapore, Japan, US, Canada, Mexico, Brazil, UK, Germany and France. […]

Posted on May 05, 2011 in Call Center Consulting • Call Center DIY • Call centre consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction

Tags: Call Center Consulting• Contact Center Consulting• Contact Center Management• Customer Service Consulting• Leadership• Strategy• Taylor Reach Group

Managing the Desired Customer Experience in Your Call CenterColin Taylor Like culture, all companies deliver a Customer Experience. Also like culture, it isn’t always what the company intended. It is often a poor customer experience. This is not a situation that can be easily corrected. Drafting a memo that states that “effective immediately we will […]

Posted on April 28, 2011 in Call Center Management • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Strategy

Tags: #callcenterDIY• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Leadership• Strategy

Colin Taylor In the world of call centers, contact centers and customer service centers we are all servants to our customers. We exist to serve their needs and requirements. It is sad that some many centers do poorly at this. The attitude of the call center existing to serve our customers is foreign to some. […]