Thursday, November 29, 2012

Contact Center Consultancy Announces ‘CX Snapshot’

strong>Gaining insight into your connection with your customer.


November 26, 2012- Toronto, ON-PRWeb- Colin Taylor the CEO of The Taylor Reach Group, Inc. (TRG) and Bruce Lebowitz, Founder of Contextual Strategy Group announce today the launch of Customer Experience Snapshot (CX Snapshot) a customer experience and engagement service that measures contact center interactions from the customers’ perspective. CX Snapshot assesses the centers ability to connect with customers on an Emotional and Rational level while also assessing the effort a Customer has to expend to accomplish their task.


“Existing measures such as internal quality fail to view the interaction from the customers’ point of view. Top box CSAT surveys and < NPS lack the granularity to provide actionable direction to improve the customer experience,” said Mr. Taylor. “CX Snapshot provides specific guidance on where and how to improve your customer interactions. CX Snapshot when used alone or in combination with existing measures such as CSAT or NPS provides a more comprehensive view of the customer experience.”


CX Snapshot can be deployed in less than ten days and provides an actionable Customer Experience scorecard. Measuring 30 variables across three dimensions, the CX Snapshot provides both quick-hit improvements and the information to plot a long-term strategy. CX Snapshot can be used to:

a. Measure specific interactions across the customer lifecycle

b. Measure specific call center performance

c. Benchmark against competitive call centers


For more information on CX Snapshot visit our websites http://thetaylorreachgroup.com/services/customer-experience-ce-snapshot or www.contextualstartegygroup.com/ce-snapshot or send us an email at info@thetaylorreachgroup.com .


About The Taylor Reach Group, Inc.

The Toronto based Call and Contact Center consultancy was established in 2001 and today has offices in Toronto, New York, Atlanta and Sydney, Australia. Taylor Reach has served numerous Fortune 1000 companies and today boasts more than 14,000 agent positions globally and has received more than 30 awards for operational excellence. Visit Taylor Reach on the web at www.thetaylorreachgroup.com


Media Contact Colin Taylor 416-276-9068 or Bruce Lebowitz 917-837-5225






via The Taylor Reach Group - Call Center Consultants http://thetaylorreachgroup.com/2012/11/29/contact-center-consultancy-announces-cx-snapshot/?utm_source=rss&utm_medium=rss&utm_campaign=contact-center-consultancy-announces-cx-snapshot

Tuesday, November 27, 2012

November Newsletter – Social Media: Real Gold or Fools Gold, The LAKE Effect and more


Volume 9, Issue 9 November 2012 ISSN 1718-8938

———————————————————————————————————————————————–

Social Media for Customer Service: Gold or Fool’s Gold?


By: J.D. Fairweather

There’s gold in them thar hills, or so you would be led to believe by the social media pushers who drive companies to open up their service and support departments to the social stream. While the popularity of this format cannot be denied, I would like to take a minute’s pause from the hype to review what I see are the cons of this medium. As you might not have the time to conduct thorough research, I managed to quickly list three watch-outs for your consideration:

More channels, more problems. Contact channels provide access convenience for customers and service redundancy and volume management for customer service groups. But adding a new channel comes at a cost of both human and intellectual capital. With every new contact channel added, your resource requirements begin to multiply exponentially – new software requires new engineers, new engineers require new hardware, etc. And once you add social media to the mix, its built-in requirements include 24/7 access and lower response times.

For some channels the added resources are worth it. Chat channels are cheaper in comparison to voice, and ticketing/email channels live up to low-response-time expectations. But for social media, there are no such benefits. Social app providers and tech media may talk about enhanced customer experience and about how their channel represents the future of all interaction, but nothing is proven. Actually, recent data shows the opposite: only a small number of people use social media, and an even fewer number of those who use social media use it to reach a customer service group. And even fewer still are those who care about its availability as the chart below from a study done by American Express on “consumers’ preferred service channel” illustrates. Read More


Contact Center Consultancy Announces ‘CX Snapshot’

Gaining insight into your connection with your customer.


November 27, 2012 – TORONTO- Colin Taylor the CEO of The Taylor Reach

Group, Inc. (TRG) and Bruce Lebowitz, Founder of Contextual Strategy Group

announce today the launch of Customer Experience Snapshot(CX

Snapshot) a customer experience and engagement service that measures contact

center interactions from the customers’ perspective.

CX Snapshot assesses the centers ability to connect with customers on an

Emotional and Rational level while also assessing the effort a Customer has to

expend to accomplish their task. “Existing measures such as internal quality

fail to view the interaction from the customers’ point of view. Top box CSAT

surveys and NPS lack the granularity to provide actionable direction to improve

the customer experience,” said Mr. Taylor. “CX Snapshot will change the ways

brands view their Customer Experience. CX Snapshot provides specific guidance

on where and how to improve your customer interactions. CX Snapshot when used

alone, or in combination with existing measures such as CSAT or NPS provides a

more comprehensive view of the customer experience.”

CX Snapshot can be deployed in less than ten days and provides an

actionable Customer Experience scorecard. Measuring 30 variables across three

dimensions, the CX Snapshot provides both quick-hit improvements and the

information to plot a long-term strategy. CX Snapshot can be used to:


a. Measure specific interactions across the customer lifecycle

b. Measure specific call center performance

c. Benchmark against competitive call centers


To find out more about CX Snapshot please contact Colin or Bruce

About The Taylor Reach Group, Inc.

The Toronto based Call and Contact Center consultancy was established in

2001 and today has offices in Toronto, New York, Atlanta and Sydney, Australia.

Taylor Reach has served numerous Fortune 1000 companies and today boasts more

than 14,000 agent positions globally and has received more than 30 awards for

operational excellence. Visit Taylor Reach on the web at www.thetaylorreachgroup.com


The LAKE approach to Measure Customer Experience


By: Colin Taylor

On Friday when our associate Bruce Lebowitz spoke on BlogTalk Radio on Branding Dialogues and one of the points he addressed was the LAKE approach to measuring the customer experience in the call center. LAKE stands for:

- Language, the language and vocabulary the agent employs,

- Attitude, the attitude demonstrated by the agent during the interaction,

- Knowledge, the knowledge employed and demonstrated by the agent during the interaction,

- Effort, the effort required by the customer to get to complete the interaction.

Employing the LAKE approach it is possible to assess the agents’ ability to connect with the caller and demonstrate the company’s commitment to serving the customer.

This approach ties into and links to the desired customer experience and should echo or mirror the brand expectations created by Marketing. The LAKE approach is well aligned with the Taylor Reach Customer Experience Snapshot (CX Snapshot) audit process. The CX Snapshot measures the emotional and rational connections between the agent and the caller and the effort the customer is required to expend in the process.

For more information on the LAKE approach or CX Snapshot please email Colin or give me a call at 416-979-8692 ext 200.


Upcoming Events

Colin Taylor is chairing the 4th Reinventing Customer Service Conference to be held February 4, 5 and 6, 2013 in Toronto, as in previous years this event is expected to be another great conference. Watch this space for more details.


Colin is also presenting “Does your Contact center Need a Strategy” Webinar, in conjunction with the Contact Center Association on February 19th

Session Description:

All businesses have a strategy, it is defined and documented. Building a business strategy involves making choices and setting priorities. Your business almost certainly has a strategy, you probably know what that strategy is, but does you contact center? Does you contact center require a strategy? The contact center is likely the most common and pervasive touch point that your customers will interact with.

Within the contact center creating a strategy can be challenging, you must support the broader business strategy while at the same time distilling its essence so that it can be tangible for the agents and for the customers. This is not small feat. Competing interests, objectives and motivations are common regardless of whether your strategy places customers or the employees at the center of the process.

In this session you will hear the 7 critical steps to you must take before you create your contact center strategy. You will also hear about the 3 most common mistakes that contact centers make in developing and deploying their contact center strategy.


Customer Experience is the New Marketing: Servicing Customers and Building Brand

In case you missed it Colin presented a webinar on November 15th titled- Customer Experience is the New Marketing: Servicing Customers and Building Brand. This was a well attended webinar.

In this webinar we covered:

CSR’s Delivering Branding and Service

How Contact Centers Should Work with

Marketing…and Vice Versa

New Techniques: Customer Mirrors

6 Tools for Branded Customer Experience

Insights from 3 F500 Examples


You can read more about the session or to view it


Queue Position or Estimated Time to Answer – Which is Better?


By: Colin Taylor

We recently asked this question and thought that it was worth sharing. Let me know whether you agree with the response and how you would handle this issue in your contact center.

Here is the question: “ What is your position on announcing what # ‘in line’ a customer is through the IVR? Or announcing current hold time?”

As background to your question -Customers want what we want and they want to be answered quickly. Now customer cannot tell the difference between 20 and 30 seconds on an ASA, but they can tell between 20 seconds and 5 minutes.

No the answer to the question is unfortunately it depends. It really does depend primarily on two variables,:


• Your SLA performance

• You AHT


If your Service level performance is consistent and callers receive approximately the same service performance regardless of the hour of the day or day of the week that they call then the announcement of place in queue (#) or estimated time to answer would both be quickly accepted by customers. This acceptance is driven by the relatively narrow variance in the queue position or time to answer due to the consistency of SLA achievement or performance. It would likely be perceived positively as it provides more information and keeps the customers informed.


If you have consistent SLA performance and short calls (AHT) than a time to answer is preferable as 4 minutes will sound shorter than “you are 5th in queue”. At the same time if the calls are longer, like tech support calls with an 8 -10 AHT then the position in queue (5th call) sounds shorter than 22 minutes.


If the SLA performance is not consistent and/or has radical swings then you may want to avoid either option altogether. Customers know they are calling a call center and while they do not expect an instant answer, they do have a perception in their mind as to how long they should have to wait. This perception is tied to the brand, brand persona, their history with the organization, the value and cost of the product or service, the effort (customer effort) that they need to expend to reach a live agent and their own mood.


If you have both options available to you, you may also have ‘hold in queue’ which is a feature that allows customers to be given the option of leaving a call back number and being called on that number when it is ‘their turn’. This service generally gets great reviews from customers because there is seldom specific urgency ( I have to call now an not in ten minutes) for a customer call, but once they have invested time into the process they get frustrated by the delay. By offering them the option to hang up and go about their business, without losing their place in queue in their minds eliminates that ‘hold’ or queue time altogether.

Let us know how you would answer this question.

Read more about call center operations


Does Offshore = Negative Customer Experience?


By Colin Taylor

Following the “Customer Experience is the New Marketing” webinar I did last week I received an interesting question…“Have you found that international 3rd party call centers automatically put you into a negative customer experience for US based customers?”

How would you have answered this question? We know that research has shown that off-shore call centers have lower quality scores, lower CSAT, NPS and lower FCR scores than domestic centers. Of course there better performers and worse ones, but on average the overall customer experience will be somewhat degraded or diluted if we accept the research findings cited. There are many causes for the erosion in the KPI’s, but one of the key ones is cultural alignment, regardless of the linguistic skills of the agent if they are unable to connect on the emotional and rational level with the customers, the overall experience will be compromised. Now if we throw in issues around language skills, accents, biases the customer may posses on top of a lack of cultural understanding and alignment and we can see where this erosion could occur.


All of that being said companies continue to outsource, both domestically, near-shore and off-shore. Many do this for economic reasons. Of course the ‘face value’ of the savings are often overstated. If, for example you FCR rate is 10% lower in your new off-shore location, you can expect to receive 10% more calls than were likely budgeted for. The relationship with the vendor doesn’t manage itself, you will need to devote staff to manage that relationship, travel to visit the center(s), train and plan for new initiatives etc. This vendor management cost is often overlooked or understated by companies looking to outsource. At some point the economic savings will intersect with the loss of value, customers and/or revenue. When that occurs many companies will quick look like they are ‘penny-wise’ and ‘pound-foolish’.


Let me know your thoughts on this question and how you would have answered it.






via The Taylor Reach Group - Call Center Consultants http://thetaylorreachgroup.com/2012/11/27/november-newsletter-social-media-real-gold-or-fools-gold-the-lake-effect-and-more/?utm_source=rss&utm_medium=rss&utm_campaign=november-newsletter-social-media-real-gold-or-fools-gold-the-lake-effect-and-more

Wednesday, November 21, 2012

By Colin Taylor


Following the “Customer Experience is the New Marketing” webinar I did last week I received an interesting question…“Have you found that international 3rd party call centers automatically put you into a negative customer experience for US based customers?”


How would you have answered this question? We know that research has shown that off-shore call centers have lower quality scores, lower CSAT, NPS and lower FCR scores than domestic centers. Of course there better performers and worse ones, but on average the overall customer experience will be somewhat degraded or diluted if we accept the research findings cited. There are many causes for the erosion in the KPI’s, but one of the key ones is cultural alignment, regardless of the linguistic skills of the agent if they are unable to connect on the emotional and rational level with the customers, the overall experience will be compromised. Now if we throw in issues around language skills, accents, biases the customer may posses on top of a lack of cultural understanding and alignment and we can see where this erosion could occur.


All of that being said companies continue to outsource, both domestically, near-shore and off-shore. Many do this for economic reasons. Of course the ‘face value’ of the savings are often overstated. If, for example you FCR rate is 10% lower in your new off-shore location, you can expect to receive 10% more calls than were likely budgeted for. The relationship with the vendor doesn’t manage itself, you will need to devote staff to manage that relationship, travel to visit the center(s), train and plan for new initiatives etc. This vendor management cost is often overlooked or understated by companies looking to outsource. At some point the economic savings will intersect with the loss of value, customers and/or revenue. When that occurs many companies will quick look like they are ‘penny-wise’ and ‘pound-foolish’.


Let me know your thoughts on this question and how you would have answered it.






via The Taylor Reach Group - Call Center Consultants http://thetaylorreachgroup.com/2012/11/21/3356/?utm_source=rss&utm_medium=rss&utm_campaign=3356

Monday, November 19, 2012

Webinar – Customer Experience is the New Marketing: Servicing Customers and Building Brand – view it now

Customer Experience is the New Marketing: Servicing Customers and Building Brand

Sponsored by Keynomics


Thursday, November 15th, 2012


Guest Speaker and Industry Expert

Colin Taylor

Founder and CEO

The Taylor Reach Group


CSR’s Delivering Branding and Service


How Contact Centers Should Work with Marketing…and Vice Versa


New Techniques: Customer Mirrors


6 Tools for Branded Customer Experience


Insights from 3 F500 Examples


A powerful element of the customer experience is the marketing message and selling. True contact center branding is longer lasting and less expensive than traditional marketing. Leading companies leverage this trend to literally build their business, but can established companies do the same? CSR’s just focus on metrics, handle time and contacts processed. Marketing lives in their own world and simply emails positioning updates.


Well-known industry expert Colin Taylor shares insights and tools to empower CSR’s into brand builders. Agents are the touch points for customer interaction, and new techniques like customer mirrors uncover discrepancies. Learn how contact center and marketing execs actually align their efforts (and budgets), then secure the productivity tools that CSR’s need to elevate their customer experience. Joey Fulcher from Keynomics shares the learning a Fortune 500 insurance company uncovered as it traveled this road.


Download the Webinar!

top






via The Taylor Reach Group - Call Center Consultants http://thetaylorreachgroup.com/2012/11/19/webinar-customer-experience-is-the-new-marketing-servicing-customers-and-building-brand-view-it-now/?utm_source=rss&utm_medium=rss&utm_campaign=webinar-customer-experience-is-the-new-marketing-servicing-customers-and-building-brand-view-it-now

Friday, November 16, 2012

Queue Position or Estimated Time to Answer – Which is Better?

By: Colin Taylor

We recently asked this question and thought that it was worth sharing. Let me know whether you agree with the response and how you would handle this issue in your contact center.


Here is the question: “ What is your position on announcing what # ‘in line’ a customer is through the IVR? Or announcing current hold time?”


As background to your question -Customers want what we want and they want to be answered quickly. Now customer cannot tell the difference between 20 and 30 seconds on an ASA, but they can tell between 20 seconds and 5 minutes.


No the answer to the question is unfortunately it depends. It really does depend primarily on two variables,:

• Your SLA performance

• You AHT

If your Service level performance is consistent and callers receive approximately the same service performance regardless of the hour of the day or day of the week that they call then the announcement of place in queue (#) or estimated time to answer would both be quickly accepted by customers. This acceptance is driven by the relatively narrow variance in the queue position or time to answer due to the consistency of SLA achievement or performance. It would likely be perceived positively as it provides more information and keeps the customers informed.


If you have consistent SLA performance and short calls (AHT) than a time to answer is preferable as 4 minutes will sound shorter than “you are 5th in queue”. At the same time if the calls are longer, like tech support calls with an 8 -10 AHT then the position in queue (5th call) sounds shorter than 22 minutes.


If the SLA performance is not consistent and/or has radical swings then you may want to avoid either option altogether. Customers know they are calling a call center and while they do not expect an instant answer, they do have a perception in their mind as to how long they should have to wait. This perception is tied to the brand, brand persona, their history with the organization, the value and cost of the product or service, the effort (customer effort) that they need to expend to reach a live agent and their own mood.


If you have both options available to you, you may also have ‘hold in queue’ which is a feature that allows customers to be given the option of leaving a call back number and being called on that number when it is ‘their turn’. This service generally gets great reviews from customers because there is seldom specific urgency ( I have to call now an not in ten minutes) for a customer call, but once they have invested time into the process they get frustrated by the delay. By offering them the option to hang up and go about their business, without losing their place in queue in their minds eliminates that ‘hold’ or queue time altogether.


Let us know how you would answer this question.


Read more about call center operations






via The Taylor Reach Group - Call Center Consultants http://thetaylorreachgroup.com/2012/11/16/queue-position-or-estimated-time-to-answer-which-is-better/?utm_source=rss&utm_medium=rss&utm_campaign=queue-position-or-estimated-time-to-answer-which-is-better

Thursday, November 15, 2012

Social Media for Customer Service: Gold or Fool’s Gold?

By: J.D. Fairweather

There’s gold in them thar hills, or so you would be led to believe by the social media pushers who drive companies to open up their service and support departments to the social stream. While the popularity of this format cannot be denied, I would like to take a minute’s pause from the hype to review what I see are the cons of this medium. As you might not have the time to conduct thorough research, I managed to quickly list three watch-outs for your consideration:


More channels, more problems. Contact channels provide access convenience for customers and service redundancy and volume management for customer service groups. But adding a new channel comes at a cost of both human and intellectual capital. With every new contact channel added, your resource requirements begin to multiply exponentially – new software requires new engineers, new engineers require new hardware, etc. And once you add social media to the mix, its built-in requirements include 24/7 access and lower response times.


For some channels the added resources are worth it. Chat channels are cheaper in comparison to voice, and ticketing/email channels live up to low-response-time expectations. But for social media, there are no such benefits. Social app providers and tech media may talk about enhanced customer experience and about how their channel represents the future of all interaction, but nothing is proven. Actually, recent data shows the opposite: only a small number of people use social media, and an even fewer number of those who use social media use it to reach a customer service group. And even fewer still are those who care about its availability as the chart below from a study done by American Express on “consumers’ preferred service channel” illustrates.


A bad day for one, is a bad day everyone. Customer service at times can appear to be a collusion between company leadership and contact center management in containing bad experiences. What might seem secretive and opaque are actually attempts to keep customers whole and happy.


I support the idea that customer service should be transparent; in fact, it should actually become more translucent, permitting visibility to things that resolve issues while containing the individual correspondences used in resolving said issue. Why? Invite a grouchy person to a party and he is bound to spread the mood to other guests. Same goes for a customer that is frustrated over a bad service experience: get her talking with neighbors about her cable provider’s latest antics and see if they don’t match her experience and raise you three. Negativity spreads. Now imagine that same conversation with the neighbors and the cable provider’s customer service representative present (I hope they wore protective gear).


So when that outage, billing error, or incorrectly applied credit happens, by isolating individual cases you can quietly defuse the situation and avoid the risk of incorrectly grouping together non-related issues. As a result, issues are resolved more quickly and the customer is left with a positive experience.


Whose data is it? While data-mining might be a widely touted outcome of social media, it remains one of its most dangerous “benefits.” How dangerous? Congressional hearings dangerous. Sensitive information transferred over a third-party tool isn’t necessarily a bad thing, provided that the third party has explicitly made it clear they will use any data transferred over their network to deliver targeted advertisements to the consumer. But not every social media application has honorable intentions for your customer’s data. Many of the popular sites are guilty of unintentionally “leaking” sensitive customer information to third-party vendors and are currently being investigated for its history of privacy breaches. If you think I’m over-exaggerating, please forward all of your customer notes and their associated ID’s to jdfairweather_at_thetaylorreachgroup.com and I will be more than happy to hold them for you in safe-keeping.


So, you might have entrusted customer notes to Facebook, Twitter, or whichever social media platform you prefer, but they may not necessarily have your best interest in heart, and even when they do, things can still go horribly wrong. And when something does go wrong and you’ve cleaned up the mess, improved processes, and made staff adjustments, you will still be unable to just hit the delete button and start over. The negative interaction is now a permanent record stamped on search sites, social “timelines,” and those impossible-to-navigate profile settings.


Sure, you can disclose to your customers that all conversations held over social channels can be used to bombard them with advertisements and spam, but why even put your company at risk when there are so many other proven, viable contact channels available. Could it be because you’re drawn to a nifty info-graph or cool tech blog? Don’t succumb to the hype! Those same blogs will be more than happy to provide the chronology of your organization’s customer service melt-down.


Now, it’s not all gloom and doom. There are effective ways to take advantage of social media within your organization, such as via brand and product awareness, which I plan to discuss in an upcoming article.


Until then, “treat them right and they’ll be loyal.”






via The Taylor Reach Group - Call Center Consultants http://thetaylorreachgroup.com/2012/11/15/social-media-for-customer-service-gold-or-fools-gold/?utm_source=rss&utm_medium=rss&utm_campaign=social-media-for-customer-service-gold-or-fools-gold

Wednesday, November 7, 2012

Customer Experience is the New Marketing: Servicing Customers and Building Brand

Webinar on November 15th, Hosted by Keynomics

Insiders Discuss Empowering Agents To Build Brand and Sell Product


Customer Experience is the New Marketing: Servicing Customers and Building Brand

• How Contact Centers Should Work with Marketing…and Vice Versa

• New Techniques: Customer Mirrors

• 6 Tools for Branded Customer Experience

• Securing Budget When Needed

• Insights from 3 F500 Examples

Thursday, November 15th: 2PM ET, 11AM PT

A powerful element of the customer experience is the marketing message and selling. True contact center branding is longer lasting and less expensive than traditional marketing. Leading companies leverage this trend to literally build their business, but can established companies do the same? CSR’s just focus on metrics, handle time and contacts processed. Marketing lives in their own world and simply emails positioning updates.

Well-known industry expert Colin Taylor shares insights and tools to empower CSR’s into brand builders. Agents are the touch points for customer interaction, and new techniques like customer mirrors uncover discrepancies. Learn how contact center and marketing execs actually align their efforts (and budgets), then secure the productivity tools that CSR’s need to elevate their customer experience. Joey Fulcher from Keynomics shares the learning a Fortune 500 insurance company uncovered as it traveled this road.

Who Should Attend This Webinar? Executives and Management from:

• Customer Service and Customer Experience

• Contact and Call Centers

• Back Office and Transaction Processing

• COOs, Finance, and Operations

• Training and Development


After registering you will receive a confirmation email with information about joining the webinar

sponsored by

Learn more about Keynomics proven solutions

Register for Webinar!

Takes 10 Seconds


Joining the Discussion…


Colin Taylor

The Taylor Reach Group

• Leading Contact Center Expert

• Past Chair, Contact Center Council

• 30 Awards for Excellence

• Industry Speaker, Noted Author

• Clients including Mercedes & TD Waterhouse


Joey Fulcher



Director, Product and Account Services, Keynomics


• Veteran with Real Field Experience at 30 Company Contact Centers

• Firsthand Knowledge of Software Solutions and User Interfaces


D. Andrew Neff



Vice President, Keynomics


• Focused on Contact Center and Back Office Productivity and Best Practices






via The Taylor Reach Group - Call Center Consultants http://thetaylorreachgroup.com/2012/11/07/customer-experience-is-the-new-marketing-servicing-customers-and-building-brand/?utm_source=rss&utm_medium=rss&utm_campaign=customer-experience-is-the-new-marketing-servicing-customers-and-building-brand

Teleperformance to close Cornwall Call Centre

.


The Canadian Press

Published Wednesday, Nov. 7, 2012 1:43PM EST


Another Canadian contact center is closing. This time it is Teleperformance in Cornwall Ontario. While the reasons were not disclosed I would guess it is due to the strength of the Canadian dollar and the relative uncompetitiveness with US locations.


CORNWALL, Ont. — It won’t be a very merry Christmas for workers at Teleperformance in Cornwall.


The company is closing its Cornwall location in the new year.


About 120 employees got the news yesterday as the company’s Canadian CEO visited the call centre.


The workers’ last day is January 11.

.


Read more: http://ottawa.ctvnews.ca/cornwall-out-120-jobs-as-call-centre-announces-closure-1.1028511#ixzz2BZW2j4mD






via The Taylor Reach Group - Call Center Consultants http://thetaylorreachgroup.com/2012/11/07/teleperformance-to-close-cornwall-call-centre/?utm_source=rss&utm_medium=rss&utm_campaign=teleperformance-to-close-cornwall-call-centre