customer service

Posted on July 26, 2016 in Agent Experience • Call Center Management • Call Center Performance • Employee Engagement • retention • WFM

Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #pokemon• #shrinkage• customer service• WFM

By Colin Taylor It has just been a few weeks since Pokemon Go has unleashed mobs of zombies walking in search of new Pokemon to capture, and other players to battle. The game quickly eclipsed Twitters total number of users and at more than 21 million players it shows no signs that the growth is […]

Posted on January 14, 2016 in Uncategorized

Tags: #callcenter• #contactcenter• #custexp• #custserv• #Cx• Call Center Consulting• Customer Experience• customer service

2016 the Year of the Customer? By Colin Taylor I have been in the contact center, customer service and customer experience industry a long time. I started as a fresh faced kid of 16 as an agent in an outbound call center. It feels that every year since, someone has suggested that this year was […]

Posted on January 14, 2016 in Blog • Call Center Assessment • Call Center Audit • Call Center Management • Customer Experience • Customer Satisfaction • The Taylor Reach Group

Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #Cx• Customer Experience• customer service

I was asked the follow question on Quora How can you maintain excellent customer service for a business that relies upon call centers? The hallmarks of great customer service (1:1 contact with people, solving the problem to the customer’s satisfaction, and creating a customized solution to the problem irregardless of policy) seem inconsistent with the […]

Posted on September 07, 2015 in Scoop.it

Tags: contact centers• customer service• Twitter api

Twitter has proven an ideal platform for delivering personal, real-time customer service and gaining customer loyalty.

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 February 26, 2015 in Call Center Management • Call Center Performance • Customer Experience • Customer Experience • Customer Experience Management • Scoop.it • The Taylor Reach Group

Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• call center• Customer Experience• customer service

It has become hard for firms to stand out from the crowd in pricing, products or services. Now customer experience is the big differentiator.

Posted on February 23, 2015 in Scoop.it

Tags: Customer Experience• customer service• Strategy

Where To Find Proactive Customer Service Opportunities Or Transform Your Customer Experience By Making Your Customer Service Proactive – Part 2