Customer Support

Posted on October 08, 2021 in Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction • Customer service • Customer Support

Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #custexp• #custserv• #Cx• Customer Experience• customer service• Customer Service Consulting• Taylor Reach Group

By John Cockerill Too often as professionals in Customer Service we report and write about lousy service, long wait times, poor follow through, weaseling phases in terms and conditions, too many steps to get satisfaction plus many, many more. Today I share two bright spots of a personal experience. First, Google and their Pixel phone. […]

Posted on June 23, 2021 in Customer Experience • Customer service • Customer Support

A major sporting goods retailer is scheduled to launch an outdoors-focused retail brand in 2021, and has retained The Taylor Reach Group, Inc. (TRG) to support the setup, and implementation, for its ecommerce contact center operations. TRG’s consultants and partners have extensive experience in supporting customer experience (CX) operations in the retail and ecommerce spaces, […]

Posted on March 10, 2020 in Customer Experience • Customer Experience Metrics • Customer Satisfaction • Customer service audit • Customer Support • CXi • Help Desk • Sales • Service Level

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #Cx• Contact Center Strategy

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 […]

Posted on November 29, 2019 in Agent Experience • Best Practices • Call Center Consulting • Call Center Management • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Customer service • Customer Support • Employee Engagement • Employee Experience • People management • Quality • Quality assurance • Quality Assurance

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• call center• Call Center Consulting• Colin Taylor• Contact Center Consulting• Customer Experience• Customer Service Consulting• Taylor Reach Group

By Colin Taylor I was reading a recent post by Helen Dewdney regarding playing Christmas music in stores to early in the season, and the fact that many retailers plan music even though it is not well received by their customers. The question Helen poses at the end of the post is “Do you think […]

Posted on May 14, 2019 in Blog • Customer Experience • Customer Experience Management • Customer Reach • Customer Satisfaction • Customer service • Customer Support

Tags: #callcenter• #cctr• #contactcenter• #custexp• Alignment• Call Center Consulting• Contact Center Strategy• Customer Experience• customer service• Customer Service Consulting• games• gaming• Strategy• Taylor Reach Group

by JD Fairweather There was a time where video games were purchased, played and completed with no reason to interact with their creators. The enjoyment to be had was contained within a small window of experience and replay-ability reserved for the most dedicated of fans. Post-purchase interaction with the game developers or publisher was limited to […]

Posted on March 19, 2019 in abandon rate • Best Practices • Call Center Performance • Customer Experience • Customer Satisfaction • Customer service • Customer Support • IVR • IVR • Quality

By Peg Ayers When my father passed away, I spent hours in queue, waiting for help from a variety of companies and agencies that should be providing service to those who call. In fact, they did all eventually provide the required service (except for one government agency that proved so difficult to reach, I gave […]

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 […]