Newsletter

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

Inside this issue:

• Top 50 Customer Service Blogs & Websites for Business 
• How the Pros Turn Loyal Customers into Brand Advocates - 30 Experts
• How the Pros Turn Loyal Customers into Bran Advocates - Colin Taylor 
• Avoiding Bot Biases in Customer Experience 
• Customer Satisfaction is not Always an Indication of Customer Service
• Five Reasons New Call/ Contact Centers Fail 
• Contact Center Customer Service Consultancy Adds Industry Veteran to the Firm 
• Contact Center Metrics - Why Do They Matter?
• Top 16 Contact Center Tweeters to Follow
• 8 Tips for Effective Knowledge Management
• 5 Ways to Engage Your Front-Line Staff
• Keeping Up With Customer Service Developments 
• Hot Trends Impacting Contact Centers: Millennials
• Contact Center, Call Center and Customer Experience Events - September 2017

Top 50 Customer Service Blogs & Websites for Business 
The Best Customer Service blogs from thousands of top Customer Service blogs in our index using search and social metrics. Data will be refreshed once a week.

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How the Pros Turn Loyal Customers into Brand Advocates - 30 Expert Round-up
It can be hard to know just how to turn a loyal customer into a brand advocate. Luckily, we asked over 30 experts to give us their tips on doing just that.

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How the Pros Turn Loyal Customers into Brand Advocates - Colin Taylor
So how do we transform loyal customers to brand advocates? I would suggest that there are four steps required to allow brand advocates to blossom

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Avoiding Bot Biases in Customer Experience
How pervasive is the impending impact of artificial intelligence (AI) on the customer experience (CX)?
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Customer Satisfaction is not Always an Indicator of Customer Service
Let's face it, CSAT (customer satisfaction) is a vital measurement of customer service performance, and rightly so. In my opinion, there are 3 metrics that best measure a contact center's performance, and success. 
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Five Reasons New Contact Centers Fail
There can be many reasons for an organization to decide it is time to create a Call Center or Contact Center. Perhaps organic growth, a new product, service or acquisition is resulting in calls swamping the switchboard, or customers are tracking down the administrative offices to trace an order, or email volumes are surging and going unanswered. 
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Contact Center Customer Service Consultancy Adds Industry Veteran to the Firm
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 Metrics - Why Do They Matter?
Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. Contact Centers can generate an immense amount of data and reporting on just about anything that we could conceive. 
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Top 16 Contact Center Tweeters to Follow 
From bloggers, to analysts, to contact center publications, there are a lot of distinct voices discussing the latest best practices and trends in the call center space. With so many influencers to follow, how do you pick the ones that will add the most value to your Twitter stream? 

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8 Tips for Effective Knowledge Management
Many modern organizations are knowledge centered. Where would your business be without knowledge of your products and processes spread across all the departments who need it? Effective knowledge management across an enterprise can lead to improved efficiency and satisfied customers.
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5 Ways to Engage Your Front-Line Staff
Customer Experience. Employee Engagement. Profitability. What’s the largest single influence on all of these things in your business? Chances are, it’s your front-line associates. The people who are dealing directly with your customers.
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Keeping Up with Customer Service Developments
Brad Cleveland on Keeping Up with Customer Service Developments
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Hot Trends Impacting Contact Centers: Millennials
With millennials as consumers and as the largest generation in today’s workforce, contact center leaders are taking heed of their preferences and needs to ensure that they can deliver service experiences—and a work environment—that this generation is expecting.
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