Does Offshore = Negative Customer Experience?
Posted on November 21, 2012 in Call Center Management • Call Center Performance • Contact Centre Ops • Customer Experience • Customer Experience Management • Customer Satisfaction • Offshoring-Outsourcing • Opinion • Quality • The Taylor Reach Group
By Colin Taylor Following the “Customer Experience is the New Marketing” webinar I did last week I received an interesting question…“Have you found that international 3rd party call centers automatically put you into a negative customer experience for US based customers?” How would you have answered this question? We know that research has shown that […]Read more
Queue Position or Estimated Time to Answer – Which is Better?
By: Colin Taylor We recently asked this question and thought that the topic was worth sharing. Let me know whether you agree with the response and how you would handle this issue in your contact center. Here is the question: “ What is your position on announcing what number ‘in queue’ a customer is, through […]Read more
Social Media for Customer Service: Gold or Fool’s Gold?
By: J.D. Fairweather There’s gold in them thar hills, or so you would be led to believe by the social media pushers who drive companies to open up their service and support departments to the social stream. While the popularity of this format cannot be denied, I would like to take a minute’s pause from […]Read more
Teleperformance to close Cornwall Call Centre
. The Canadian Press Published Wednesday, Nov. 7, 2012 1:43PM EST Another Canadian contact center is closing. This time it is Teleperformance in Cornwall Ontario. While the reasons were not disclosed I would guess it is due to the strength of the Canadian dollar and the relative uncompetitiveness with US locations. CORNWALL, Ont. — It […]Read more
Over 500 lost jobs in a week – Evidence the Canadian dollar has Changed Call Center Location Math
Last week TeleTech announced they were laying off 216 people at its Halifax call centre, which received almost $12 million dollars in job creation grants a decade ago. Marriott also announced last week that they are closing their Fredericton NB centre, laying off 260 staff. Both of these announcements reflect the impact of the change […]Read more
Why Most Call Center Customer Service is So Bad?
Posted on April 26, 2012 in Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Customer Experience • Customer Satisfaction • Opinion • Strategy • Success
Tags: #callcenterDIY• #cctr• #custserv• Alignment• Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Good Customer Service• Strategy• Taylor Reach Group
By: Colin Taylor We have all had the experience, we phone our cable company, wireless provider or our utility and Bang! The pain and suffering begins: “Your call is important us, Please hold”. Well if my call was really important I would have thought you would have answered it. Of course some hold messages can […]Read more
New Video – Your Website as a Customer Support Tool
Posted on March 22, 2012 in Call Center Management • Call Center Performance • Call Center Tools • Contact Centre Ops • Customer Experience • Customer Satisfaction • Opinion • Planning • Strategy • Technology
Just uploaded a new video to our YouTube channel on optimizing your website as a Call Center and customer support tool. Check out the video hereRead more
Is Your Website is a Call Center Tool?
Posted on March 20, 2012 in Call Center Management • Call Center Performance • Call Center Tools • Contact Centre Ops • Customer Experience • Facts and Figures • Opinion • Planning • Strategy • Technology
Tags: #callcenterDIY• #cctr• #custserv• Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Experience• Customer Service Consulting• Operational Management• Research• Strategy• Taylor Reach Group
By: Colin Taylor Recent research by Forrester has shown that 72% of customers prefer to visit your web site and serve themselves when they have a customer service issue. This is a large percentage and is disconnected from the perceptions of most organizations related to the activity in their contact center. This figure clearly points […]Read more
Greg Smith channels Jerry Maguire or Does He Protest to Much?
By: Colin Taylor I read with interest Greg Smith’s op-ed piece in the NY Times where he publicly resigned from Goldman Sachs. As I read the piece I was struck by a number of things: first, that he seemed to be channeling Jerry Maguire that great 1990’s movie most famous for the line “Show Me […]Read more
You Don’t Know What you Don’t Know
Posted on March 08, 2012 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Contact center consulting • Contact Centre Ops • Opinion • Planning • Strategy • The Taylor Reach Group
Tags: #callcenter• #callcenterDIY• #cctr• #custserv• Call Center Assessment• Call Center Audit• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Operational Management• Strategy• Taylor Reach Group
By: Colin Taylor If I asked you today is the top things you could do to improve the operation of your call center, you would probably have a pretty good idea. That is because you are responsible for the center operation and you live and breathe it each and every day. Now if I asked […]Read more