Call Center Consulting

Posted on January 18, 2012 in Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Emergency • News • Opinion • Strategy

Tags: #callcenter• #cctr• #custserv• #zappos• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Leadership• Operational Management• Strategy• Taylor Reach Group

I am not sure if you saw this news story. Zappos got hacked on the weekend and data related to 24 million customer was exposed in whole or in part, see the story below. The most interesting thing about this event from my perspective was the last line in the article which states that due […]

Posted on January 16, 2012 in Call Center Consulting • Call Center Performance • Customer Experience

Tags: #callcenterDIY• #cctr• #custserv• Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Experience• Strategy

Below are some of our favorite blogs and posts on call centers, customer service, and customer experience that we have come across in the past few days. Hope you enjoy reading them as well. Let us know your thoughts comments and suggestions- we appreciate the feedback. Personalizing customer experience at every touchpoint KMWorld Magazine The […]

Posted on January 12, 2012 in Economic Development • Incentives • Opinion • Research • Site Selection • Strategy • Tax Refund • Taxes

Tags: #callcenterDIY• #cctr• #custserv• Call Center Consulting• Colin Taylor• Contact Center Strategy• Operational Management• Research

Just read the Site Selection Groups’ Economic Incentives market Report for December 2011 and it became very clear to me that incentives can still be a significant inducement to business locations and drive localized economic development. The December reports references 186 projects garnering incentives of more than $750 million. The largest project listed is a […]

Posted on January 11, 2012 in Call Center Management • Customer Experience • Customer Satisfaction • Legislation • Research • Social Media

Tags: #cctr• Call Center Consulting• Contact Center Management• Contact Center Strategy• CSAT• Customer Experience• Customer Service Consulting• Research• Strategy

Below are some of our favorite blogs and posts on call centers, customer service, and customer experience. Hope you enjoy reading them as well. Let us know your thoughts comments and suggestions- we appreciate the feedback Alaska Airlines ranks high with WSJ TheNewsTribune.com The Wall Street Journal’s Middle Seat blog is out with its 2011 […]

Posted on December 19, 2011 in Call Center Assessment • Call Center Audit • Call Center DIY • Call Center Management • Contact Centre Ops • retention • rewards/recognition • Strategy • Success

Tags: #cctr• #custserv• Call Center Assessment• Call Center Audit• Call Center Consulting• Contact Center Management• Operational Management• Snapshotz

The Download The Snapshotz Online Update December 2011 A Snapshotz of December 2011 In spite of the trying economic conditions globally we had had a 250% growth in customers employing Snapshotz over 2011 and have forecast to double growth in 2012. Over two thirds of Snapshotz users have a subscription purchase. Snapshotz today can still […]

Posted on November 22, 2011 in Call Center DIY • Call Center Management • Contact Centre Ops • Planning • Self Service • The Taylor Reach Group

Tags: #callcenterDIY• #cctr• #contactcenter• #custserv• Best Practice• Call Center Consulting• Colin Taylor• Contact Center Management• Contact Center Strategy• Customer Experience• ebilling• Operational Management• Self Service• Strategy• Taylor Reach Group• Utilities

Self Service of Cents and Sensibility Part 2 By: Colin Taylor In part 1 of this three part series we looked at the history of service service, the challenges organizations and customer face when trying to interact via self service, the most popular and preferred self service channels, costs and effectiveness and declining success rates. […]

Posted on November 10, 2011 in Call Center DIY • Call Center Management • Customer Experience • Customer Satisfaction • Facts and Figures • Planning • Research • Self Service • Strategy • Technology • The Taylor Reach Group

Tags: #callcenterDIY• #cctr• #contactcenter• #custserv• Call Center Consulting• Colin Taylor• Contact Center Management• Contact Center Strategy• Customer Experience• Operational Management• Self Service• Strategy• Taylor Reach Group

Self Service – Of Cents & Sensibility Part 1 By: Colin Taylor A 1% improvement in customer satisfaction in utilities is worth 4.6% in market value growth so says Claes Fornell of the University of Michigan, producers of the American Customer Satisfaction Index. So if good service pays such high dividends: why is there so […]

Posted on November 08, 2011 in Call Center Consulting • Call Center DIY • Call centre consulting • Contact center consulting • Contact Centre Ops • Opinion • People management • Quality • Strategy • Success • The Taylor Reach Group

Tags: #callcenterDIY• #cctr• #custserv• #fiveideas• Call Center Consulting• Colin Taylor• Contact Center Management• Outsourced Quality Listening• Research

By: Colin Taylor Last week I asked for your help – I wanted to find out the topics that resonate with you the call or contact center operator. I promised that once you voted for your favorite I would write the article post. Well you did your part and I did mine, you can read […]

Posted on October 17, 2011 in Call Center DIY • Call Center Management • Certification • Contact Centre Ops • Customer Experience • Customer Satisfaction • Forecasting • Quality • Turnover

Tags: #5Ideas• #callcenterDIY• #cctr• #custserv• Call Center Consulting• Colin Taylor• Customer Service Consulting• Strategy

By Colin Taylor I have often heard that just one good idea can change everything. It can make a conference worth attending, change the course of history or even make a meeting worth attending. Now I can’t guarantee that we can change the course of human history or even make a meeting productive, but hopefully […]

Posted on September 28, 2011 in Call Center Consulting • Call Center DIY • Call Center Management • Call centre consulting • Customer Experience • Customer Satisfaction • Strategy

Tags: #custserv• Alignment• Call Center Consulting• CEM• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Experience• Customer Service Consulting• Leadership• Operational Management• Taylor Reach Group

The call center doesn’t define the customer experience, but can be held accountable to deliver it. In this presentation Colin Taylor shares how you can mitigate conflicting messages and expectations and align your call center with the desired and expected customer experience. View the presentation here