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Customer Reach – May Newsletter

Newsletter

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

Inside this issue:

  • Marketers Ruin Everything - Who is Leading Your CX Strategies
  • 6 Areas of Customer Success Planning
  • 11 Ways to Secure More Budget in Your Contact Centre
  • Contact Center Service Consultancy Expands to India
  • Get Ready For Big Data and AI in the Call Center 
  • Bank Deploys Video in the Contact/Call Center 
  • 3 Ways Contact Centers Can Shape Customer Experience 
  • Leading Contact Center Consulting Firm Expands CX Services
  • Customer Service Reps Work Best When They Work Together
  • Running a Call Center With the Customer in Mind 

"Marketers Ruin Everything" - Really? - Who is Leading Your CX Strategies

Who is leading your CX efforts

If “marketers ruin everything” as Gary Vaynerchuk, CEO and founder of Vayner Media stated, why are so many leading customer experience projects? Who is leading your customer experience efforts?

Customer Success Defined 6 Areas of Customer Success Planning

Customer SuccessDefined

Accelerated Customer Value Confusion in the pre-post sales services world. A new label appeared a couple years back and a host of pointy haired managers have flocked to the new, improved, model. I am referring to Customer Success.

Read the full article here

11 Ways to Secure More Budget in Your Contact Centre

Recently, we uncovered that 80% of contact centre managers believed that budget was becoming a major concern in preventing them from running their dream contact centre.
So, we asked our panel of experts to suggest ways to secure more money for the contact centre.

Continue reading here

Contact Center Service Consultancy Expands to India

Mr. Colin Taylor, CEO and Chief Chaos Officer of The Taylor Reach Group, Inc., today announced that the company was expanding to India, with the addition of Anand Morab to the Contact Center, Call Center and Customer Experience solutions firm. The company’s newest addition to the team will allow Taylor Reach to extend their consulting expertise to support brands operating in India.
 

Continue reading here

Get Ready For Big Data and AI in the Call Center

 
Reaching out to a call center and getting a machine is common these days. It’s no secret that many people prefer to talk to an actual human, though. If you’re one of those folks who prefers to have a “real” conversation, you might be a little disconcerted to hear this next bit of news. 
 

Bank Deploys Video in the Contact/Call Center An Interview With Eddie Woodruff

I recently sat down with Eddie, Chief Marketing & Communications Officer at Forcht Group, of Kentucky Forcht Bank,in Lexington Kentucky. For the past six years, Eddie has been overseeing the development and direction of the bank’s Contact Center. Here is a transcript of that interview, with great insights regarding video in the Call Center.

Read the full article here

Three Ways Contact Centers Can Shape Customer Experience

 
Contact centers may exist to answer customer calls, but these organizations can do a whole lote more than just pick up the phone. With new technology and more customer-centric analysis behind them...
 

Leading Contact Center Consulting Firm, Expands Customer Experience Services


The Taylor Reach Group, Inc., allows brands to see behind the customer experience curtain – announcing 3 services, each with a different focus for optimizing CX delivered in the contact/call center.

Continue reading here

Customer Service Reps Work Best When They Work Together But Only 12% of Companies Let Them


Walk into any customer-service department and you’re likely to encounter a scene that looks more like a factory floor than a knowledge-worker environment...

Continue reading here

Running a Call Center With the Customer in Mind


Walk into any customer-service department and you’re likely to encounter a scene that looks more like a factory floor than a knowledge-worker environment...

Continue reading here

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