Customer service audit
Who owns the customer experience anyway?
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 […]Read more
Patient Support organization receives expert Contact Center Strategy Assessment from leading consultancy
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
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, […]Read more
Is It Time for Your Contact Center Check Up?
Posted on April 09, 2019 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Tools • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Experience Management • Customer service audit • Strategy • The Taylor Reach Group
By Colin Taylor Clients frequently ask me what is the single most important activity they should undertake to ensure that their center is operating and performing at an optimal level. Like all of us they are looking for the magical, simple solution to their issues and challenges; just one thing; the magic pill, silver bullet, […]Read more
True Value of CSAT – 3 Categories Impacted by Customer Satisfaction
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
Do You Have an Audit Plan for Customer Service?
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