Newsletter

Contact centers, customer service and customer experience: news, views and how to's

Inside this issue:

• Quality Assurance - Avoiding Gray Areas 
• Increasing Costs in the Contact Center Due to Increased Efficiency 
• Disaster Preparedness, Recovery and Business Continuity 
• Founder of Customer Services Audit and Creator of Snapshotz Online Makes Guess Appearance
• Do You Have an Audit Plan for Customer Service 
• 3 Tops Skills to Succeed in the Customer Service Industry 
• Customer Service Tip: The Power of Observation
• Contact Center Technologies 2017 - Which Ones Do Companies Really Choose 
• Importance of Consistency Among Different Channels in the Contact Center
• Expert Opinion: Top 3 Customer Support Trends to Look for in 2018
• You Customer Service Isn't as Good as You Think
• Need to Get Your Contact Center's Profitability Back? It Starts With Loyalty Building
• Taylor Reach Group Speaks at 15th Annual CEM Focused Conference 

Quality Assurance - Avoiding Gray Areas

When we are thinking about our Quality Assurance (QA) processes, we need to ask ourselves, “Are we measuring the right elements and in the right ways?” What I mean by this is “Are our measurements concrete enough?”

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Increasing Costs in the Contact Center Due to Increased Efficiency 

A few years back, I meet with a potential client. During these meetings, I routinely asked about the current operation of the Contact Center, what changes they had initiated (along with the results) and what pain points they were currently facing. In this meeting, she walked me through all the recent efforts in installing new technologies (such as CTI) and procedural changes resulting in a “much more efficient call handling”. 

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Disaster Preparedness and Business Continuity

A disaster?  It’ll never happen to your business or Contact Center.  There hasn’t been a major storm in your area in living memory.  That kind of stuff happens to centers in Tornado Alley and Key West, not where you are.  Don’t be so sure—there are many kinds of disasters and any one of them could visit your center today.

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Founder of Customer Services Audit, and Creator of Snapshotz Online Makes Guest Appearance
How pervasive is the impending impact of artificial intelligence (AI) on the customer experience (CX)?
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Do You Have an Audit Plan for Customer Service?
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. 
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3 Top Skills to Succeed in the Customer Service Industry

ProProfs recently asked me to contribute my point-of-view for tips on succeeding in the Customer Service Industry. While my advice on this topic is endless and typically specified towards and aligned with clients’ goals, needs and objectives, here are 3 general tips that every Customer Service professional should follow for success:
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Customer Service Tip: The Power of Observation
The Taylor Reach Group’s (TRG) CEO and Chief Chaos Officer, Mr. Colin Taylor, announced today the addition of Peg Ayers to the Contact Center, Call Center and Customer Experience consulting firm.
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Contact Center Technologies 2017: Which Ones Do Companies Really Choose?
With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Check out what recent reports and experts suggest..
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Importance of Consistency Among Different Channels in the Contact Center

Recently I was asked to participate in an expert round-up on How Fortune 500 companies Manage Their Contact Center(s).More specifically, I was asked to provide insight on the importance of consistency among different channels within a Contact Center.

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Expert Opinion: Top 3 Customer Support Trends to Look for in 2018
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.
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Your Customer Service Isn't as Good as You Think
Company leaders think their customer service is better than it is. According to a NICE inContact study, consumers rated customer service 17% lower on average than businesses rated their own success in meeting customer needs. 
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Need to Get Your Contact Center's Profitability Back? It starts with Loyalty Building 

Gone are the days when companies that sell goods and servicej to the public can succeed without effective Contact Center Operations (CCO). Banks, insurance companies, telecommunications service providers and even hospitals successfully manage customer service and build brand loyalty with a strong CCO. 
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