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Customer Reach – April Newsletter

Call Center, Contact Center and Customer Experience Events - April 2018

Call Center, Contact Center and Customer Experience Events - April 2018Quality Assurance - Avoiding Gray Areas

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events.

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3 Key Factors for Successful Quality Assurance

3 Key Factors for Successful Quality Assurance

Quality Assurance (QA) is a metric with nearly as many variations as there are companies in the world.  Every company has an idea of what they want quality to look like, and each creates a system they believe will bring them to that standard of quality.  It’s easy when setting up a QA system to make it too complicated.

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Customer Experience is Driving the Need for Ethnographic Research to Understand Why Customers Do What They Do

Customer Experience is Driving the Need for Ethnographic Research to Understand Why Customers Do What They Do 

From marketing to customer service to the boardroom, it’s recognized that personalized, efficient and engaging customer experience drives customer acquisition, brand loyalty and customer lifetime value (LTV).

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Leading by Example: What our Supervisors Need to Know

Leading by Example: What our Supervisors Need to Know 

“Do as I say, not as I do.” Nobody says it aloud. But it’s illustrated every day when people give rules and advice to others that they don’t follow themselves. New supervisors can be especially prone to this, caught up as they are in their newfound success and power with shiny titles and salaries to go with them.

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Financial Institution Appoints Contact Center Consultancy

Financial Institution Appoints Contact Center Consultancy 

Major Financial Institution Upgrading CX and Contact Center Technology with Consultancy Advice via The Taylor Reach Group, Inc.

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Customer Service and the Golden Rule

Customer Service and the Golden Rule

Treating others as you would want to be treated is a practice of empathy.  The golden rule is such a simple, timeless principle, and yet I’m constantly amazed at how little it’s practiced any more. On my recent family vacation, I encountered two situations where simply putting this into practice would have resulted in entirely different outcomes.

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Calculating Occupancy in the Contact Center

Calculating Occupancy in the Contact Center

The optimum occupancy percentage varies by the type of business and by the customer and employee experience goals of the organization. Occupancy that’s too high means that agents are busy and your callers have to wait for an available agent.

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Medical Marijuana Company Appoints Contact Center Consultancy to Develop Agent Training Program

Medical Marijuana Company Appoints Contact Center Consultancy to Develop Agent Training Program

Customer Experience and Contact Center consulting firm, The Taylor Reach Group, Inc., is designing an Agent On-Boarding Training Curriculum.

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Are You Making the Most of Every Service Opportunity

Are You Making the Most of Every Service Opportunity

I recently had to call into a company because the amount they charged me was incorrect. Working in the call center industry, I am always curious how these experiences will go, and often play the comparison game. How long do I have to wait? Do their agents sound better than ours? 

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Opperational Indicators - Service Level, ASA and Occupancy Rate

Are You Making the Most of Every Service Opportunity

Service level, the most commonly used center metric – is defined as the percentage of contacts that are answered within a specified target time threshold. It is presented by two numbers such as “70 – 30”.

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What's in Your Customer Experience Strategy Budget

What's in Your Customer Experience Strategy Budget

Traditionally, customer experience professionals have no budget. By that I mean that they have no allocated financial resources for improvements to be made as a result of the learnings from surveys and other listening posts, journey mapping, and other customer experience strategy exercises that become the catalyst for onstage customer experience or behind-the-scenes process improvements.

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Operational Indicators - Average Handle Time (AHT)

What's in Your Customer Experience Strategy Budget

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)

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Calculating Schedule Adherence in the Contact Center

Calculating Schedule Adherence in the Contact Center 

Schedule adherence is generally calculated by your scheduling/WFM system. You want to be able to easily see when an agent is not where they’re scheduled to be. If an agent should be available but is on break, they are out of adherence, and this should show up on your scheduling system’s Real Time Adherence (RTA) screen.

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