#Cx

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 […]

Posted on June 05, 2020 in Agent Experience • Best Practices • Call Center Management • Contact Center • Contact Centre Ops • Forecasting- WFM • Outsourcing • People management • Research • WFH • WFM

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #Cx• call center• Colin Taylor• Contact Center Management• COVID-19• Operational Management• WFH• WFM• work from home

By Colin Taylor Roughly three months into the COVID-19 shutdown, there has been a lot of discussion around what COVID-19 has done to our society, our economy, our elderly and; if you live in my little corner of the world; our customer experiences and contact centers. Contact centers for many organizations could not stop operating, […]

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 […]

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 […]

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 […]

Posted on March 10, 2020 in Customer Experience • Customer Experience Metrics • Customer Satisfaction • Customer service audit • Customer Support • CXi • Help Desk • Sales • Service Level

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #Cx• Contact Center Strategy

By Patricia Ballantyne Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. You can also obtain a CCXP (Certified Customer Experience Professional) certification, which recognizes professional credentials and expertise in […]

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 […]

Posted on February 06, 2020 in Customer Experience • Customer Experience Management • Customer Experience Metrics • Customer service • Quality assurance

Tags: #callcenter• #callcentre• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Customer Experience• Taylor Reach Group

By Peg Ayers Measuring Customer Experience is important, right? We need to know how customers feel about their interactions with us. We can’t improve what we don’t measure. But what are we doing with the data we gather? And is gathering, analyzing and reporting on that data truly improving the customer experience? I regularly receive […]

Posted on January 15, 2020 in Contact center consulting • Customer Experience • Customer Experience Management • Employee Engagement • Employee Experience

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Attrition• Call Center Consulting• WFM

By Peg Ayers Not everyone wants brave employees in their contact center. Subservient employees are less trouble to manage. The status quo works for them. They never argue with management decisions. They keep their suggestions to themselves. In short, an unmotivated manager wants employees who don’t rock the boat. But what is the customer experience […]

Posted on December 11, 2019 in Agent Experience • Call Center Consulting • Call Center Management • Contact center consulting • Customer Experience • Customer Satisfaction • Customer service • Employee Engagement • Employee Experience • Incentives • People management • retention • rewards/recognition • WFM

Tags: #callcenter• #cctr• #contactcenter• #custexp• #Cx• #retention• call center consultants• call centre consultants• Colin Taylor• contact center consultants• contact centre consultants• Customer Experience• customer experience consulting• Customer Service Consulting• CX consulting• incentive programs• incentives• Training• WFM

By Colin Taylor “Make your employees happy and they will make your customers happy.” This simple maxim has been echoed by business leaders from Richard Branson to Herb Kelleher, and it is true. The challenge lies in how you make you employees or in the case of a contact center, your agents happy. It is […]