CEM

Posted on September 28, 2015 in Contact Centre Ops • Customer Experience • Customer Experience • Customer Satisfaction

Tags: #callcenter• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• call center• CEM• Colin Taylor• Customer Experience• Taylor Reach Group

By: Colin Taylor The call center or customer service department has long been call the ‘canary in the coalmine’ for its ability to provide early identification and diagnosis of problems and issues impacting the satisfaction of customers. Despite of numerous warnings most organizations don’t change, but rather convince themselves that ‘friction-less’ service is too difficult, […]

Posted on September 16, 2015 in Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction • The Taylor Reach Group

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #custexp• #customerexperience• #customerservice• #custserv• #Cx• CEM• Colin Taylor

Here are our top 5 tips for improving your customer experience. Improve your Customer Experience by; 1-Align all departments to create a holistic Customer Experience, 2-Understand where Customer expectations are in conflict with your policies, and procedures 3-Empower employees to serve customers 4-Train Front-line staff in soft skills as well as technical skills, 5-Create emotional, […]

Posted on September 15, 2015 in Customer Experience • Customer Experience • Customer Experience Management

Tags: #callcenter• #contactcenter• #custexp• #customerexperience• #custserv• #Cx• Alignment• CEM• CSAT• Customer Experience• Customer Service Consulting• FCR

30 Experts in 30 Days – An Interview with Customer Experience Expert Colin Taylor Read the interview here or watch the video LEAH: Welcome to 30 Experts in 30 Days where we help entrepreneurs learn how to attract loyal clients and build their businesses by serving smart. Today, we have Colin Taylor with us. Ever […]

Posted on August 15, 2015 in Call Center Management • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction • News • Newsletters

Tags: #custexp• #custserv• #Cx• CEM• Customer Experience• customer service• Customer Service Consulting• Leadership• Operational Management• Taylor Reach Group

Customer Service Npower’s customer experience problems impact business From business-reporter.co.uk – August 14, 3:57 PM Energy firm Npower’s billing difficulties have led to a decline in profits, with the financial impact set to last until the end of 2016. The firm reported its half-year profits had fallen Colin Taylor TRG‘s insight: Can a poor #customerexperience […]

Posted on October 07, 2013 in Call Center Management • Call Center Performance • Contact Centre Ops • Customer Experience • Customer Experience Management • Customer Satisfaction • Employee Engagement • Opinion • The Taylor Reach Group

Tags: #callcenter• #cctr• #custserv• #custservweek• #Cx• CEM

By Colin Taylor Its Customer Service Week. This is the time of year to recognize and appreciate the contributions of all of the people that deliver customer service. This week in call centers across the globe there will be pizza days, cakes, give aways of small dollar value goodies, staff dressed casually and visits by […]

Posted on February 15, 2013 in Call Center Management • Call Center Performance • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Offshoring-Outsourcing • Site Selection • Social Media • Strategy • The Taylor Reach Group

Tags: #callcenter• #cctr• #ce• #custserv• #Cx• Call Center Consulting• CEM• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• CSAT• Strategy• Taylor Reach Group

We have just secured a new retail client and we are looking forward to having a positive impact on their call center and customer experience operation. This client joins retailers such as Kohl’s and Aldo for whom we have completed projects. Our retail experience includes more than twenty five engagements running the gamut from operational […]

Posted on January 22, 2013 in Call Center Assessment • Call Center Audit • Call Center Consulting • Contact center consulting • Customer Experience • Customer Experience Management • Customer Satisfaction

Tags: #business• #callcenter• #cctr• #ce• #contactcenter• #custexp• #custserv• Call Center Consulting• CEM• sale

Are you planning to employ a call center or customer service consulting service in this quarter? Are you looking at improving your centers efficiency, increasing revenues, selecting new technologies or evaluating outsourcing options? All of these are tasks our experienced call center consultants have extensive experience completing. Are you looking to assess your service quality, […]

Posted on December 10, 2012 in Call Center Management • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction • Net Promoter • Research • retention • Strategy • The Taylor Reach Group

Tags: #callcenter• #cex• #custserv• #Cx• CEM• Colin Taylor• Contact Center Strategy• CSAT• Customer Experience• Research• Taylor Reach Group

The recent release of the CX Snapshot Report on Financial Service contact centers provided insight into the challenges that many of these organizations face related to securing new customers. Acquisition calls were placed to the call centers to secure new credit cards should be a fairly straight forward process yet this isn’t always the case. […]

Posted on December 07, 2012 in Call Center Assessment • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction • Financial Services • Net Promoter • Quality • Research • Strategy • The Taylor Reach Group

Tags: #cctr• #custserv• #Cx• CEM• Contact Center Strategy• Research

Failure to Forge an Emotional Connection Restricts Financial Services Sales Potential Toronto – ON (PRWEB) December 06, 2012 The Taylor Reach Group, Inc. (Taylor Reach) and Contextual Strategy Group, LLC (CSG) announced today the release of a CX Snapshot℠ report on Financial Services call centers. Taylor Reach and CSG completed calls employing an ‘acquisition scenario’ […]

Posted on October 30, 2012 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction • Net Promoter • Planning • Quality • Strategy

Tags: #callcenter• #cctr• #custserv• Alignment• CE Snapshot• CEM• Colin Taylor• Customer Service Consulting• CX Snapshot• Operational Management• Taylor Reach Group

By: Colin Taylor Congratulations to Pete Winemiller, SVP of guest relations for the NBA’s Oklahoma City Thunder, who was named the 2013 Chief Customer Officer (CCO) of the Year, by The Chief Customer Office Council (CCO Council). The award recognized individuals who “improving customer relationships, driving profitable customer behavior, creating a customer-centric culture, and helping […]