Customer Experience
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Top Industry Secrets for Successful Contact Center Scripting
Posted on September 26, 2022 in Agent Experience • Best Practices
Tags: #callcenter• #callcentre• #cctr• #contactcenter• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Management• Contact Center Strategy• Customer Experience• scripting• service level
By Colin Taylor [This post was adapted from a webinar that Colin Taylor delivered for Customer Contact Central on September 8, 2022. You can see the replay here while available: https://www.customercontactcentral.com/frs/22041151/top-industry-secrets-for-successful-contact-center-scripting/email] When we think of a script a number of things can come to mind: The Cambridge English Dictionary defines it as both ”the words […]
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Understanding your Contact Center Costs – FCR (First Contact Resolution)
Posted on July 15, 2022 in Uncategorized
Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #Cx• call center• Customer Experience• FCR• First Contact Resolution• Leadership• Strategy• Taylor Reach Group
By Colin Taylor Contact centers are always striving to improve efficiency, increase customer satisfaction and deliver a superior customer experience. Technology is frequently the strategy employed to achieve this goal. While technology can certainly support improvement in all three areas, improvement can also be realized through increasing First Contact Resolution or FCR. FCR is a […]
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Make 2022 the Best Year Ever for Your Contact Center!
Posted on January 07, 2022 in Agent Experience • Best Practices • Blog • Business continuity • Call Center Consulting • Call Center DIY • Call center Humor • Call Center Management • Call centre consulting • Contact center consulting • Contact Center Industry Statistics • Contact Centre Ops • Customer Experience • Forecasting- WFM • Incentives • Leadership • Opinion • People management • Success • Supervisor • Training • WFH • WFM
Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #Cx• Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Experience• Leadership• Operational Management
By Peg Ayers As the New Year begins, many of us turn to thoughts of self-improvement, swearing off sweets, resolving to run three miles a day or promising not to spend hours in front of the television every weekend. But how many of us look at our contact centers and think about making this New […]
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Get Used To It
Posted on October 29, 2021 in Call Center Management • Contact center consulting • Customer Experience • Employee Experience • Leadership • Outsourced Quality Monitoring • Outsourcing • Quality Assurance • WFH • WFM
Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• Call Center Consulting• Colin Taylor• Contact Center Consulting• Customer Experience• WFH
By Colin Taylor We won’t go back to the “before times.” It is a simple as that. Wanting the world to be as you think it should be, rather than as it is, is the textbook definition of neurotic. So buckle up and get ready for the new world. “Hybrid work” is a new and […]
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Bright Spots for Customer Service
Posted on October 08, 2021 in Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction • Customer service • Customer Support
Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #custexp• #custserv• #Cx• Customer Experience• customer service• Customer Service Consulting• Taylor Reach Group
By John Cockerill Too often as professionals in Customer Service we report and write about lousy service, long wait times, poor follow through, weaseling phases in terms and conditions, too many steps to get satisfaction plus many, many more. Today I share two bright spots of a personal experience. First, Google and their Pixel phone. […]
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Preparing Your Contact Center for the Age of Virtual Agents
Posted on June 09, 2020 in Agent Experience • AI • Artificial Intelligence • Best Practices • Business continuity • Contact Center • Contact Center Technology • Contact Centre Ops • Virtual Call Center • Vrirtual Contact Center
Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• AI• COVID-19• Customer Experience• virtual agents
by JD Fairweather COVID-19 is making clear to US companies and other firms around the world the need for better cost management in the midst of uncertainty. These past few months, we’ve watched contact centers turn to backup plans C and D as work schedules were impacted by stay-at-home orders or their agents’ refusal to […]
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Improving CX on a Budget
Posted on May 01, 2020 in Call Center Consulting • Contact center consulting • Customer Experience • Customer Experience • Customer Experience Management
Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #Cx• Call Center Consulting• Contact Center Consulting• Customer Experience• Strategy
By Peg Ayers In a recent post, we looked at the cost of providing a poor Customer Experience (CX). A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as I […]
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Trusting those you trust with your most valuable asset
Posted on April 27, 2020 in Agent Experience • Best Practices • Contact center consulting • Customer Experience • Customer Experience Management • People management • retention • rewards/recognition • WFM
Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Attrition• Call Center Consulting• Colin Taylor• Contact Center Consulting• Customer Experience• Leadership• Taylor Reach Group• WFM
By Colin Taylor The agents on the frontline want to help customers. They want to resolve issues, and to deliver the desired customer experience and the brand promise. Doing these things results in happier customers and happier agents (as they were dealing with happy customers). Not providing the tools to enable the agents to serve […]
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Think You Can’t Afford to Improve CX? Think Again!
Posted on April 09, 2020 in Call Center DIY • Contact center consulting • Customer Experience • Customer Experience Management • Customer Experience Metrics • Customer Satisfaction • Customer service • CXi
Tags: #callcenter• #callcentre• #contactcenter• #contactcentre• #custexp• #Cx• call center• Contact Center Management• Customer Experience
By Peg Ayers Everybody wants to improve the Customer Experience (CX) they provide, right? But maybe you believe it’s just too expensive to even think about it. Your organization is doing its best with the resources it has. What else can you do? Plenty! Providing poor CX is incredibly expensive! A 2019 survey, which interviewed […]
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Self-Service in the age of AI
Posted on February 12, 2020 in AI • Artificial Intelligence • Call Center Tools • Chat • Contact Center • Contact Center Technology • Customer Experience • Help Desk • IVR
Tags: #artificialintelligence• #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• AI• artificial intelligence• Colin Taylor• Customer Experience• Customer Service Consulting• Self Service• WFM
By Colin Taylor Self-service has been employed for more than 30 years to allow customers to serve themselves. This has been a mixed blessing, while many of us value the time savings versus waiting endlessly in a queue for the answer to a simple question and to gain a single piece of information, we all […]
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