Thursday, January 29, 2015

Top Trends- Gamification

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By: Colin Taylor


Yesterday we examined the Top 10 Trends for 2015, according to the slightly warped mind of Colin Taylor. The Top 10 List presented was;

The 2015 Top 10 Trend List

1. Customer Experience

2. Gamification

3. Immersive Learning

4. SMS

5. Mobile

6. Video

7. Chat

8. Agent Empowerment

9. Zero Service

10. Customer Effort and Emotion


Yesterdays Trend was Customer Experience and Number two on our top trends list is Gamification


Gamification: The use or competitive ‘Game elements’ to provide rewards and increase competition in the workplace. Gamification has been a trend for the past few years and is a part of a broader wave of new solutions and approaches to reduce turnover and attrition in call and contact centers. Others in this wave include reward based solutions like Snowfly and the peer pressure leverage of Tenacity. Attrition is certainly a problem in need of a solution. With labor costs representing two-thirds of the average contact center operating expenses and turnover rates of 20%, 30% and more there is a huge win possible for any center that can rein in their turnover.

Bottom Line: Gamification is a worthwhile tool, and game elements have been proven to improve engagement and recall. However to be successful gamification has to be integrated into a centers culture, training and operational management processes and activities. Simply adding a leaderboard or ranking to your existing center metrics is not going to generate much engagement.


What is your take on Gamification? Did we hit or miss the mark? Share your perspective?


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Wednesday, January 28, 2015

Plugins List


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Top Trends – Customer Experience

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By: Colin Taylor


Yesterday we examined the Top 10 Trends for 2015, according to the slightly warped mind of Colin Taylor. The Top 10 List presented was;

The 2015 Top 10 Trend List

1. Customer Experience

2. Gamification

3. Immersive Learning

4. SMS

5. Mobile

6. Video

7. Chat

8. Agent Empowerment

9. Zero Service

10. Customer Effort and Emotion


The Customer Experience (CX). CX has been all the rage on the speaking circuits for the past couple of years. The importance of the experience that the customer has when interacting with your customer service or contact center organization is nothing new, it is, simply put, one of the most important indicators of future purchase and loyalty. Unfortunately few centers know where to begin and how to measure CX. Is it just CSAT, is it NPS, is it VOC or FCR or do I need a new TLA (Three Letter Acronym)? In terms of where to start, ask yourself if there is a defined or documented ‘customer experience’ that the organization is committed to deliver. If there is a documented experience, has it been communicated to customers. If the desired/expected customer experience is on your website, then customers will base their expectations on this CX, mission or vision statement. If no such documentation exists then the customers will establish their own expectations…with or without your guidance. As a manager it is hard to hit a CX target when we don’t know what you are aiming for, so a documented statement can help everyone internally focus on what is intended and expected and externally you can provide the customers with expectations that the organization will strive to meet.


The Bottom Line: The Customer Experience is important to all call and contact centers. Their ability to manifest it and deliver on it will tend to vary with the level of maturity of the center and the investment budget established by senior management to support, track and validate its delivery.


Let us know your take on this trend. How would you start on this journey? What were the stumbling blocks you encountered? How were they overcome?


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Tuesday, January 27, 2015

Is Customer Experience Really New

This is a video of a presentation Colin Taylor completed at a BT event in Dublin Ireland in November 2014. In this video Colin takes a contrarian Point of View on the topic of the Customer Experience



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Top 10 Trends for 2015

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By: Colin Taylor


This is the time of the year when we are inundated by watch lists and trend lists of the activities, technologies and methodologies that are expected to change our world in the coming year. Unfortunately most of these lists and listed item fall on deaf ears as they are not relevant to most call/contact centers or most customer service or customer experience organizations.


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So while I will succumb to the temptation to present a ‘Trends for 2015′, I will at least try to put these into context of the size, type or maturity level of the centers that can truly benefit by employing these trends.

My top 10 trends are listed below and each day for the next ten days I will be sharing an overview of each of these trends and my point of view on the bottom line as it impacts customer service call and contact centers.

The 2015 Top 10 Trend List

1. Customer Experience

2. Gamification

3. Immersive Learning

4. SMS

5. Mobile

6. Video

7. Chat

8. Agent Empowerment

9. Zero Service

10. Customer Effort and Emotion


Let us know what you think of the Top 10 list. What would have added to list and why, What would you have left off the list?


Over the next couple of weeks we will review each of the trends identified on the list, provide an overview and let you know what my ‘Bottom Line’ is for each trend.


Tomorrow the topic will be Customer Experience


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Speaking at Customer Response Summit Miami – Colin Taylor

ct-7 Join Colin Taylor and other customer experience professionals at the Customer Response Summit in Miami, Feb 8-10


This looks like another great event with speakers from Amazon, GM HootSuite, Kohl’s, Walmart and Harley-Davidson to name a few.


I’ll be presenting as part of the “Customer Experience Face-Off: The Future of the Customer Experience”. Hope to see you there!


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Monday, January 26, 2015

New Digs – Our New Head Office

It has been a hectic few weeks as we have moved into our new offices. The building address is 168 Center Street South, Oshawa ON L1H 4A6. The building is listed in the Oshawa Heritage inventory as it was built in 1890. The photos shown here depict the building as we acquired it at the end of December.


We have work underway to repaint and renovate the office. We will post update and new photos as we complete the renovations.

We have installed a new phone system and have new contact coordinates;

the Main phone number is 647-428-5811 which will take you to the auto attendant. From here you can reach any member of the Taylor Reach team by extension or simply by dialing by name.


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