Sunday, March 29, 2015

Liberty Mutual job shifts to affect 80 Mass. workers – Boston Globe (subscription)


Boston-based insurance giant Liberty Mutual is centralizing the customer service work currently done by 1,100 people across the country by shifting that work into six call centers. Eighty workers in Massachusetts will be affected.



Source: www.bostonglobe.com


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Why Your Customer Loyalty Program Isn’t Working



And why Walmart’s is.



Source: hbr.org


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Thursday, March 26, 2015

Are You Making These Classic Outbound Dialling Mistakes?


Source: http://ift.tt/Oi8Gfg


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Call Center Training Redesign Exceeds Expectations – The Taylor Reach Group – Call Center Consultants



Best practice call center training redesign, improves FCR, Speed to Competency and VOC



Source: thetaylorreachgroup.com


Improve your Customer Service and Customer Experience with immersive, multi-modal training. #custserv #callcenter #custexp


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Columbia Sportswear leases AmberGlen call center space



The site in Hillsboro, four miles from the corporate headquarters, is planned primarily to house call-center operations supporting U.S. direct-to-consumer business



Source: www.oregonlive.com


Columbia Sportswear leases space for new #callcenter in Hillsboro OR. #cctr #custserv #ecomm


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Call Center Training Redesign Exceeds Expectations – The Taylor Reach Group – Call Center Consultants



Best practice call center training redesign, improves FCR, Speed to Competency and VOC



Source: thetaylorreachgroup.com


Adult learning, multi-modal training delivery and gamification deliver immersive training that exceeds VOC, FCR and speed to competency objectives- #custserv #callcenter #cx #cctr


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Answer the Phone! – The Taylor Reach Group – Call Center Consultants



By: Peter Elliot There are many metrics that Call Centres and Support Teams use to keep them running efficiently and gauge customer satisfaction. But top of the list must be Abandon rates. Abandon rates can be obtained from your Voice or Chat supplier, and will tell you how many times customers gave up trying to […]



Source: thetaylorreachgroup.com


Peter Elliot shares why managing Abandon rates should be a top priority for all #callcenter operators. #cctr #custserv


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