Thursday, April 30, 2015

Customer is still king according to survey

Annual Total Retail Survey emphasizes the need for Canadian retailers to provide a full consumer experience.

Source: http://ift.tt/U3h4pi

Yet further evidence that Retails must Evolve of Die #custserv #cctr #custexp

The post Customer is still king according to survey appeared first on The Taylor Reach Group - Call Center Consultants.



via The Taylor Reach Group - Call Center Consultants http://ift.tt/1OJpZrp

How To Keep Those Bad Stories From Leaving The Starting Gate

Mark Twain once said, “A lie can travel half way around the world while the truth is putting on its shoes.” The same principle applies to business. If one of your customers has a bad experience, that news is going to travel faster and further than any of the positive stories […]

Source: www.forbes.com

To minimize Bad Experiences, you must train and trust your front line staff #custserv #callcenter #custexp

The post How To Keep Those Bad Stories From Leaving The Starting Gate appeared first on The Taylor Reach Group - Call Center Consultants.



via The Taylor Reach Group - Call Center Consultants http://ift.tt/1DNqdDo

Wednesday, April 29, 2015

A Customer for Life –

How the growing availability of data about customer interactions can influence strategies for managing customer lifetime value.

Source: ww2.cfo.com

The post A Customer for Life – appeared first on The Taylor Reach Group - Call Center Consultants.



via The Taylor Reach Group - Call Center Consultants http://ift.tt/1JTE7r9

Amazon introduces Amazon Business

Amazon Business is a new marketplace on Amazon.com with features and benefits customized for businesses.

Source: http://ift.tt/U3h4pi

How will Amazon Business affect the businesses Customer Experience – #custexp #custserv #callcenter

The post Amazon introduces Amazon Business appeared first on The Taylor Reach Group - Call Center Consultants.



via The Taylor Reach Group - Call Center Consultants http://ift.tt/1JTE4vC

Major investments in improving federal digital customer experience not bearing fruit, Forrester finds

Digital channels show “paltry use” with less than a fifth of online adults interacting via email and no other channel, including mobile apps, getting higher than 5 percent use.

Source: http://ift.tt/1iK792u

The post Major investments in improving federal digital customer experience not bearing fruit, Forrester finds appeared first on The Taylor Reach Group - Call Center Consultants.



via The Taylor Reach Group - Call Center Consultants http://ift.tt/1JTE4vt

A MassMutual CMO Answers 4 Questions for Marketing Innovators

Heather Smiley, CMO, Retirement and Worksite Insurance at MassMutual, will address these 4 questions….

Source: http://ift.tt/hFWySe

The post A MassMutual CMO Answers 4 Questions for Marketing Innovators appeared first on The Taylor Reach Group - Call Center Consultants.



via The Taylor Reach Group - Call Center Consultants http://ift.tt/1QJTdok

Monday, April 27, 2015

Customers are disenchanted, finds World Retail Banking Report 2015

The twelfth annual World Retail Banking Report (WRBR) by Capgemini and Efma has found that, for the second year in a row, improvement in global retail bank customer experience levels has stalled.
According to the report, which draws on research from 32 markets and global data from over 16,000 retail banking customers, stagnating global customer experience levels, combined with an alarming increase in customers willing to leave their banks, points to weakening bank-customer…

Source: www.onwindows.com

Banks need to invest in Customer Experiece. #custserv #custexp #cctr

The post Customers are disenchanted, finds World Retail Banking Report 2015 appeared first on The Taylor Reach Group - Call Center Consultants.



via The Taylor Reach Group - Call Center Consultants http://ift.tt/1EcLyII

Friday, April 24, 2015

Omni-Channel Design Gone Wrong

I had recently tried to upgrade our TV service here at the office so we could watch some local playoff games. First step, let’s go to the xfinity web site. After all, every company has options to upgrade services within your web account right? This is what we continue to be preached about in monthly statements, email promotions, mobile applications, and our good friend the IVR. xfinity promotes it so much, I bet I could get a free bowl of soup by just logging in. After logging into my account an

Source: www.linkedin.com

A sad tale of woe and Customer Service Breakdowns. Is it any wonder cable companies consistently rank so poorly for Customer Service? #custserv #callcenter #custexp

The post Omni-Channel Design Gone Wrong appeared first on The Taylor Reach Group - Call Center Consultants.



via The Taylor Reach Group - Call Center Consultants http://ift.tt/1OOjQF0

HGS call centre unable to find enough employees in Thunder Bay

A lack of willing workers drove the HGS call centre out of Thunder Bay, according to the company’s vice president of human resources but a man who wanted to work there sees things differently.

Source: www.cbc.ca

Not able to recruit staff at $12.50/hour?? Sounds like there is more going here than just recruiting issues. #callcenter #custserv #hgs 

The post HGS call centre unable to find enough employees in Thunder Bay appeared first on The Taylor Reach Group - Call Center Consultants.



via The Taylor Reach Group - Call Center Consultants http://ift.tt/1DXRWDs

The top companies for customer service are …

There’s nothing better than a great return policy or a wonderful sales representative. See what companies money expert Matt Granite thinks are the top in the country for stellar customer service.

Source: www.usatoday.com

Good list, some notable omissions such as #USAA – #custserv #custexp #callcenter

The post The top companies for customer service are … appeared first on The Taylor Reach Group - Call Center Consultants.



via The Taylor Reach Group - Call Center Consultants http://ift.tt/1OkmpUq

IRS Accused by Congress of Diverting Funds from Customer Service

The House Ways and Means Committee released a new report Wednesday on the Internal Revenue Service s declining level of customer service during the 2015 tax-filing season, blaming the IRS for diverting funds away from taxpayer service to finance…

Source: http://ift.tt/PT0J3Y

The post IRS Accused by Congress of Diverting Funds from Customer Service appeared first on The Taylor Reach Group - Call Center Consultants.



via The Taylor Reach Group - Call Center Consultants http://ift.tt/1DXRWmV

The Evolving Art of Anticipatory CX

How many times a day do you receive some form of message notification and glance briefly at your phone before putting the device back in your pocket? If the message isn’t an emergency, you might ju…

Source: http://ift.tt/Q5Ea6w

The post The Evolving Art of Anticipatory CX appeared first on The Taylor Reach Group - Call Center Consultants.



via The Taylor Reach Group - Call Center Consultants http://ift.tt/1DjzpOd

Thursday, April 23, 2015

Prison Labor Company Features Promo Video Touting “Best-Kept Secret in Outsourcing” – The Intercept

Searching for the “best kept secret in outsourcing,” one that can “provide you with all the advantages” of domestic workers, but with “offshore prices”? Try prison labor!

Source: firstlook.org

The post Prison Labor Company Features Promo Video Touting “Best-Kept Secret in Outsourcing” – The Intercept appeared first on The Taylor Reach Group - Call Center Consultants.



via The Taylor Reach Group - Call Center Consultants http://ift.tt/1aUDIsH

Are you talking to me? | theOutsourcing-guide.com

By Mark Atterby Despite being the channel customers love to hate IVR (Interactive Voice Response) is still growing and is predicted to be worth $2.78 billion by 2017, according to a 2012 report from Global Industry Analysts (GIA). The growth is being driven by outbound IVR to deliver important notifications and proactive customer service functions. IVR has had a mixed history, on one hand reducing call wait times and improving overall efficiencies and service levels, on the other, driving cust

Source: theoutsourcing-guide.com

Good overview to IVR, Outbound IVR and Visual IVR- #IVR #ccallcenter #custserv #cx

The post Are you talking to me? | theOutsourcing-guide.com appeared first on The Taylor Reach Group - Call Center Consultants.



via The Taylor Reach Group - Call Center Consultants http://ift.tt/1HZ0xJ0

19 Ways to Exceed Your Customers’ Expectations

Source: http://ift.tt/Oi8Gfg

Some great tips here. #callcenter Custserv #custexp

The post 19 Ways to Exceed Your Customers’ Expectations appeared first on The Taylor Reach Group - Call Center Consultants.



via The Taylor Reach Group - Call Center Consultants http://ift.tt/1EuRC2A

Wednesday, April 22, 2015

Verint Adds Gamification Infrastructure to Customer Engagement Optimization Portfolio

The solution aims to make employees more engaged and productive.

Source: http://ift.tt/12dZBxM

Gamification added to Verint offering – this move bodes well for improving agent negagement. #callcenter #custserv #cx

The post Verint Adds Gamification Infrastructure to Customer Engagement Optimization Portfolio appeared first on The Taylor Reach Group - Call Center Consultants.



via The Taylor Reach Group - Call Center Consultants http://ift.tt/1JbCtEl

Contact centres ‘missing data analytics advantage’ – E & T Magazine

Organisations that do not make data analytics part of their contact centre technology will lose their competitive edge, as data science techniques prove their worth in improved customer experience, according to an industry expert.

Source: eandt.theiet.org

40% of call center have no tools to analyze data. These centers must step up on run the risk of being left behind. #callcenter #custserv #custexp

The post Contact centres ‘missing data analytics advantage’ – E & T Magazine appeared first on The Taylor Reach Group - Call Center Consultants.



via The Taylor Reach Group - Call Center Consultants http://ift.tt/1JtWvXk

Marketers’ understanding of customer journey ‘no better than four years ago’ | News | Research

Marketers have made ‘little-to-no progress’ in joining the dots across their customers’ journeys since 2011, according to new research.

Source: http://ift.tt/1iNuYnA

Have we made progress in understanding the Customer Journey in the past 4 years? Research study says no! #custserv #custexp #callcenter

The post Marketers’ understanding of customer journey ‘no better than four years ago’ | News | Research appeared first on The Taylor Reach Group - Call Center Consultants.



via The Taylor Reach Group - Call Center Consultants http://ift.tt/1OesZvs

Tuesday, April 21, 2015

Forrester’s Customer Experience Index, Spring 2015: The Start of A Whole New Ballgame

By Megan Burns One week ago today we Bostonians enjoyed a picture-perfect opening day at Fenway Park. The sun was shining, temps finally warmed up after an abysmal winter, opening ceremonies paid tribute to local heroes like the Richard and Frates families*, and our beloved Red Sox beat the Washington Nationals 9-4. What I love about opening day at […]

Source: www.forbes.com

The post Forrester’s Customer Experience Index, Spring 2015: The Start of A Whole New Ballgame appeared first on The Taylor Reach Group - Call Center Consultants.



via The Taylor Reach Group - Call Center Consultants http://ift.tt/1br81bE

4 Reasons Social Collaboration Is a Business Imperative

For more than 1.5 billion people worldwide, it’s a daily ritual to visit a social site to review feeds, upload pictures, share stories, and work toward common good. In the last few years, social te…

Source: http://ift.tt/Q5Ea6w

Social has many benefits for the organization. Nice post and worth the read. #custserv @custexp #social #cctr

The post 4 Reasons Social Collaboration Is a Business Imperative appeared first on The Taylor Reach Group - Call Center Consultants.



via The Taylor Reach Group - Call Center Consultants http://ift.tt/1br7YN5

Rogers’ billing process is getting a revamp, says CEO Guy Laurence

TORONTO – Rogers customers who say they’re frustrated trying to figure out their monthly bills could find some relief in a revamp of the process announced Tuesday by chief executive Guy Laurence.Laurence told reporters that Rogers Communications (TSX:RCI.

Source: http://ift.tt/Je9vnt

Is revamping their billing process what Roger’s really need to improve the Customer Experience? This is not where I would have started. #custserv #rogers #custexp #callcenter

The post Rogers’ billing process is getting a revamp, says CEO Guy Laurence appeared first on The Taylor Reach Group - Call Center Consultants.



via The Taylor Reach Group - Call Center Consultants http://ift.tt/1E8uzIX

Monday, April 20, 2015

What Does It Take To Close The Customer Experience Gap? | CustomerThink

#CustServ What Does It Take To Close The Customer Experience Gap? http://t.co/y7pZOYhMvR

Source: customerthink.com

The post What Does It Take To Close The Customer Experience Gap? | CustomerThink appeared first on The Taylor Reach Group - Call Center Consultants.



via The Taylor Reach Group - Call Center Consultants http://ift.tt/1F7dsI4

Friday, April 17, 2015

Personalisation: not a technical tool, but a way to build closer relationships with people | memeburn



Leaders in customer experience outperformed the Standard & Poor 500 Index by 26 percent,



Source: memeburn.com


The post Personalisation: not a technical tool, but a way to build closer relationships with people | memeburn appeared first on The Taylor Reach Group - Call Center Consultants.






via The Taylor Reach Group - Call Center Consultants http://ift.tt/1DsmoW7

37% of Large Retailers to Deploy Beacons This Year



Many large and small retailers plan to deploy beacons this year but those in the middle, not so much. Comprehensive research around beacon deployment has been somewhat scarce in the market to date. We

know beacon deployment at retail last year was hardly a blockbuster, although there were countless experiments and trials going on, some relatively large in scope. The same is still true today,

despite a few large-scale deployment announcements.



Source: www.mediapost.com


Get ready for a Minority Report world with more than a third of large retailers deploying beacons this year! #retail #custserv #custexp #callcenter


The post 37% of Large Retailers to Deploy Beacons This Year appeared first on The Taylor Reach Group - Call Center Consultants.






via The Taylor Reach Group - Call Center Consultants http://ift.tt/1yzK4J9

How To Compete and Succeed In An Omni-Channel World



With Amazon alone gaining 65 billion dollars in market value over the past five years, it isn’t news that retail leads the way in a historic disruption of the relationship between buyers and seller…



Source: http://ift.tt/Q5Ea6w


Nice infographic on Ways Retailers can Use Omni-channel marketing – But it neglects the changes that need to be made in the contact center to support omni-channel: a single view of the customer regardless of channel. #custserv #custexp #callcenter


The post How To Compete and Succeed In An Omni-Channel World appeared first on The Taylor Reach Group - Call Center Consultants.






via The Taylor Reach Group - Call Center Consultants http://ift.tt/1HAkplJ

Thursday, April 16, 2015

Robotic Customer Service? In This Japanese Store, That’s the Point



Toshiba Corp. said its humanoid robot will debut at the information desk of an upscale department store in Tokyo next week and provide audio guidance to customers.



Source: blogs.wsj.com


Interesting…a robot for Customer Service, but not the future. #custserv #custexp #callcenter


The post Robotic Customer Service? In This Japanese Store, That’s the Point appeared first on The Taylor Reach Group - Call Center Consultants.






via The Taylor Reach Group - Call Center Consultants http://ift.tt/1FPqVQW

Canadian Radio-television and Telecommunications Commission | Metroland pays $240,000 for violating the Unsolicited Telecommunications Rules


Source: www.newswire.ca


Another example of a firm breaking the rules- #callcenter #cctr


The post Canadian Radio-television and Telecommunications Commission | Metroland pays $240,000 for violating the Unsolicited Telecommunications Rules appeared first on The Taylor Reach Group - Call Center Consultants.






via The Taylor Reach Group - Call Center Consultants http://ift.tt/1FPqXrV

Omnichannel Efforts Increasing, but Not Profitable



While the amount of money, energy and time retailers and consumer goods manufacturers are spending to improve their omnichannel sales capabilities, but only 16 percent of companies say they can fulfill omnichannel demand profitably today. Here’s more from this report a new report prepared for JDA Software Group by PwC.



Source: multichannelmerchant.com


Only 16% of companies can fulfill #omnichannel orders profitably. #custserv #custexp #callcenter


The post Omnichannel Efforts Increasing, but Not Profitable appeared first on The Taylor Reach Group - Call Center Consultants.






via The Taylor Reach Group - Call Center Consultants http://ift.tt/1DnEg4D

Hospitality Net – Customer Experience Strategy for hotels and how it can Generate More Revenues | By Ahmed Mahmoud



Customer experience as a concept is not alien concept to the hotel industry; some might even suggest that hotel industry invented customer experience. With its star-ratings for establishing consistent product features to brand consistency as envisioned by many hotel chains i.e. Marriot, Hilton, Intercontinental, etc. hotel business has always been about creating positive guest experiences, from weddings, birthdays and conferences to prom nights and honey moons, almost every consumer of the world



Source: http://ift.tt/1cQzxaJ


Customer Experience = More Revenue? #custserv #callcenter #custexp


The post Hospitality Net – Customer Experience Strategy for hotels and how it can Generate More Revenues | By Ahmed Mahmoud appeared first on The Taylor Reach Group - Call Center Consultants.






via The Taylor Reach Group - Call Center Consultants http://ift.tt/1yy13vU

22 Ways to Improve First Contact Resolution


Source: http://ift.tt/Oi8Gfg


Good list of tips to improve #FCR – #callcenter #custserv #cem


The post 22 Ways to Improve First Contact Resolution appeared first on The Taylor Reach Group - Call Center Consultants.






via The Taylor Reach Group - Call Center Consultants http://ift.tt/1yy13vI

AMEX Adopts Machine Learning to Crunch More Data



Machine learning continues to make inroads in the financial services sector and other large enterprises as businesses seek to leverage the technology to ge



Source: www.datanami.com


Machine Learning becomes essential as customer and transaction volumes soar at AMEX #custserv #custexp #cctr


The post AMEX Adopts Machine Learning to Crunch More Data appeared first on The Taylor Reach Group - Call Center Consultants.






via The Taylor Reach Group - Call Center Consultants http://ift.tt/1yy14Qr

Subaru tops MINI and Honda in dealer-customer experience ranking – Torque News



Subaru dealerships rank highest in the dealer-customer experience according to DealerRater. What brands did Subaru beat among non-luxury brands?



Source: www.torquenews.com


Subaru tops in dealer Customer Experience. #custserv #custexp #subaru


The post Subaru tops MINI and Honda in dealer-customer experience ranking – Torque News appeared first on The Taylor Reach Group - Call Center Consultants.






via The Taylor Reach Group - Call Center Consultants http://ift.tt/1FNSQAM

Report: WCMs lead to better customer experience



Managing the customer experience isn’t all about fancy consumer-facing tools. It often begins with things the customer doesn’t see–like a web content management system that’s doing the heavy lifting behind the scenes.



Source: http://ift.tt/1j1w7rr


Web Content Management supports better Customer Experience according Forrester Report. #Cx #custserv #cctr


The post Report: WCMs lead to better customer experience appeared first on The Taylor Reach Group - Call Center Consultants.






via The Taylor Reach Group - Call Center Consultants http://ift.tt/1PRDdQX

Wednesday, April 15, 2015

Brands think they provide great customer experience, consumers disagree



When competitors with better prices are just a click away, customer experience (CX) is a key differentiator for brands.



Source: econsultancy.com


This delusional dichotomy has been a constant for more than 20 years. Companies think they deliver good, or at least acceptable Customer Service, but Customers do not agree.


The post Brands think they provide great customer experience, consumers disagree appeared first on The Taylor Reach Group - Call Center Consultants.






via The Taylor Reach Group - Call Center Consultants http://ift.tt/1H8ut4R

Just How Important Are Customer Experiences?



In 2015, mature markets like North America and Western Europe saw Internet penetration exceed 80 percent (with the United States nearing 90 percent). This high level of adoption has shifted the focus of service providers across these regions to heavily invest in customer experience management platforms instead of attracting new customers with advertisements.



Source: www.techzone360.com


Customer Experience is all the rage today…but does it improve the bottom line? #Custexp #custserv #callcenter


The post Just How Important Are Customer Experiences? appeared first on The Taylor Reach Group - Call Center Consultants.






via The Taylor Reach Group - Call Center Consultants http://ift.tt/1DipsUK

Earning Your Customers Trust: Act Like Their Butcher – AlleyWatch



How do you build strong and genuine bonds with customers? Read this account of an old small business in Brooklyn.



Source: www.alleywatch.com


What can we learn from a Butcher in Brooklyn about delivering a superior customer experience? #custserv #cx #callcenter


The post Earning Your Customers Trust: Act Like Their Butcher – AlleyWatch appeared first on The Taylor Reach Group - Call Center Consultants.






via The Taylor Reach Group - Call Center Consultants http://ift.tt/1DipsUE

Volvo UK ups its customer experience game



Volvo Car UK says that it is to embark on new standards for its UK dealer network that improve the retail experience for its customers. related to Retailing, marketing & distribution, Vehicle manufacturers, Volvo,



Source: www.just-auto.com


Volvo makes changes to improve its’ customer experience – #custexp #custserv #retail


The post Volvo UK ups its customer experience game appeared first on The Taylor Reach Group - Call Center Consultants.






via The Taylor Reach Group - Call Center Consultants http://ift.tt/1DH5zIs

Tuesday, April 14, 2015

Are You Giving Your Customers the Experience They Really Want?



Knowing what is considered a good customer experience does not assure that one knows how to provide it.



Source: winthecustomer.com


The post Are You Giving Your Customers the Experience They Really Want? appeared first on The Taylor Reach Group - Call Center Consultants.






via The Taylor Reach Group - Call Center Consultants http://ift.tt/1H4rB8Z

6 Steps to Becoming a Confident Call Centre Manager



6 Steps to Becoming a Confident #CallCentre Manager ▸ http://t.co/heqyzsVhni #cctr #callcenter #contactcenter



Source: http://ift.tt/Oi8Gfg


The post 6 Steps to Becoming a Confident Call Centre Manager appeared first on The Taylor Reach Group - Call Center Consultants.






via The Taylor Reach Group - Call Center Consultants http://ift.tt/1assOu0

Mid-tier companies embracing digital to transform the customer experience



Mid-tier companies are boosting their investment in digital as they strive to transform their customer experience, according to a new report from KPMG Enterprise.



Source: www.bqlive.co.uk


Digital investments to improve Customer Experience? #custserv #cx #cctr


The post Mid-tier companies embracing digital to transform the customer experience appeared first on The Taylor Reach Group - Call Center Consultants.






via The Taylor Reach Group - Call Center Consultants http://ift.tt/1CVQJci

Mobile Bankers: 79% Check Balances, 63% Transfer Money, 44% Deposit Checks



uThere are consumers who use their phones for various banking activities and then there are those who actively use their phones for banking. The migration of banking to digital over the years has been

apparent, with now only a small number (4%) managing all of their banking needs in person at a bank branch or ATM, according to a new survey.



Source: www.mediapost.com


How do you use you #mobile banking apps? #custserv #cem #callcenter


The post Mobile Bankers: 79% Check Balances, 63% Transfer Money, 44% Deposit Checks appeared first on The Taylor Reach Group - Call Center Consultants.






via The Taylor Reach Group - Call Center Consultants http://ift.tt/1JH6nh7

The Art Of Expectation Management: A Crash Course In Client Communications



How often will your clients hear from you? If you don’t really know the answer to that question, imagine how your clients feel. Even if your organization isn’t taking enormously high-risk project…



Source: http://ift.tt/Q5Ea6w


How well are you managing your customer expectations? #custserv #cx #callcenter


The post The Art Of Expectation Management: A Crash Course In Client Communications appeared first on The Taylor Reach Group - Call Center Consultants.






via The Taylor Reach Group - Call Center Consultants http://ift.tt/1CU3Jz2

Monday, April 13, 2015

5 Answers on Omni-Channel Marketing With John J Curtis of Walgreens – Search Engine Journal



I was excited to interview John J Curtis, the SEO Manager at Walgreens (one of my favorite places to stop for Cheetos and birthday cards) about omni-channe



Source: http://www.searchenginejournal.com


The post 5 Answers on Omni-Channel Marketing With John J Curtis of Walgreens – Search Engine Journal appeared first on The Taylor Reach Group - Call Center Consultants.






via The Taylor Reach Group - Call Center Consultants http://thetaylorreachgroup.com/2015/04/13/5-answers-on-omni-channel-marketing-with-john-j-curtis-of-walgreens-search-engine-journal/

Friday, April 10, 2015

10 Things To Consider When Text-Enabling Your Contact Center – OneReach Blog



The following provides a rough outline of what needs to be considered when implementing text messaging services in a contact center or business. While some of these items may seem…



Source: www.onereach.com


The post 10 Things To Consider When Text-Enabling Your Contact Center – OneReach Blog appeared first on The Taylor Reach Group - Call Center Consultants.






via The Taylor Reach Group - Call Center Consultants http://ift.tt/1CDbDfK

Optimising customer service with mobile messaging – CallCentre.co.uk



When crisis hits, it is essential for a brand’s customer reputation be managed correctly



Source: www.callcentre.co.uk


Businesses lose 10% of customer each year on average- how you handle a crisis can increase or decrease this figure. #custexp #custserv #callcenter


The post Optimising customer service with mobile messaging – CallCentre.co.uk appeared first on The Taylor Reach Group - Call Center Consultants.






via The Taylor Reach Group - Call Center Consultants http://ift.tt/1yjk98P

This Is What An Epic Customer Experience Fail Looks Like



Spring break! Fun in the sun! Time away! And then that time you fly home with your family…only to be mistreated so incredibly that writing this blog seems like the only recourse I have. Let me pres…



Source: http://ift.tt/Q5Ea6w


We have all had airline issues, but this is a long saga of after after failure. A cautionary tales for all of us. #custserv #cctr #cem #callcenter


The post This Is What An Epic Customer Experience Fail Looks Like appeared first on The Taylor Reach Group - Call Center Consultants.






via The Taylor Reach Group - Call Center Consultants http://ift.tt/1IAtvjV

Thursday, April 2, 2015

TalkTalk CEO reads ‘awful’ customer complaint emails -



Dido Harding says she reads through customer complaints every day.



Source: www.uswitch.com


Reading Customer Complaints like Penance? #custserv #callcenter #cem


The post TalkTalk CEO reads ‘awful’ customer complaint emails - appeared first on The Taylor Reach Group - Call Center Consultants.






via The Taylor Reach Group - Call Center Consultants http://ift.tt/1xFaJnu