Army and Air Force Exchange Service stores are now tied with Wal-Mart stores for the lowest ranking in customer satisfaction among the largest retailers, according to a national survey of customers.
Source: http://ift.tt/SvJAO1
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Source: www.connectfirst.com
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Gen X and Y are overlooked by Canadian life insurers, according to an EY report. Exploring this underserved consumer market will help insurers achieve growth and relieve pressure on costs and margins.
Source: www.advisor.ca
The Insurance industry has to change to meet the expectations of Gen X and Y. #custserv #custexp #callcenter
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Deepak Advani, GM, IBM Commerce, on how the buyer fares in the age of mobile-meets-social media marketing phenomenon
Source: www.businessworld.in
Social meets Mobile and its a game changer, for marketers and for #custserv and #callcenter operators- \think surge pay for agents. Do you have a plan for the new world order?
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More businesses are adopting SIP trunking than ever before, but they want to make sure their investment pays off. A UC analyst provides some smart advice
Source: blog.allstream.com
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Recently Intuit, the company that created TurboTax software for individuals to do their own taxes, made a customer service mistake.
Source: www.hyken.com
The post Customer Service Debacle Resolution Teaches Valuable Business Lesson appeared first on The Taylor Reach Group - Call Center Consultants.
Customer journey maps are a critical tool to improve your customer experience. Learn how to integrate research-based journey maps with workshops to bring this …
Source: www.slideshare.net
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A new report published by Dimension Data suggests that contact center operators must deliver Digital Engagement or Die- Nice to know we have a choice.Dimension Data research predicts significant changes to the #contactcenter landscape –87% increase in non-voice traffic and 42% decline in voice traffic in #callcenters in just 2 years.How will this shift impact your centers and your Customer Experience? Many call and contact center operators have been sitting on their hands over the past few years
Source: www.linkedin.com
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A new report published by Dimension Data suggests that contact center operators must deliver Digital Engagement or Die- Nice to know we have a choice.
Dimension Data research predicts significant changes to the #contactcenter landscape – 87% increase in non-voice traffic and 42% decline in voice traffic in #callcenters in just 2 years.
How will this shift impact your centers and your Customer Experience? Many call and contact center operators have been sitting on their hands over the past few years and ruminated about whether or where to invest in the face of a changing environment. “Do we perfect multi-channel?”. “Should we invest to make our interactions seamless; cross channel or omni-channel?”. “How do we empower our agents to support and deliver the Customer Experience?”
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Source: www.marketwatch.com
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Contact center trends from Forrester, Interactive Intelligence, McGee-Smith, Vanguard including mobility, cross channel, cloud, WFO, customer experience.
Source: www.altivon.com
The post Contact Center Trends 2015 | Altivon Blog appeared first on The Taylor Reach Group - Call Center Consultants.
Blog: Investing in the Customer Experience gives a clear return on investment. In this article we look at the evidence of ROI from Cx
Source: www.crtviewpoint.com
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80% of businesses believe they provide ‘superior’ customer service, but only 8% of their customers agree. Grow sales organically by connecting these stats.
Source: http://ift.tt/1DU1cco
In 5 years the gap between companies that think their Customer Service is superior and the percentage of customers who agree has grown. What does this say about our ability to listen to and understand our customers? #custserv #cx #customerservice #cctr #callcenter
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Did you know that more than 4 out of 5 consumers value word of mouth recommendations over all other sources? Amazing isn’t it? The power of a trusted opinion! Local influencers are people Small Bus…
Source: http://ift.tt/Q5Ea6w
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Investing in a comprehensive customer experience program enables organizations to effectively connect with their customers, enhancing service delivery and
Source: winthecustomer.com
The post Mapping The Data Driven Customer Experience Journey appeared first on The Taylor Reach Group - Call Center Consultants.
Consumers make purchasing decisions for reasons far more complex than price. Understanding that psychology is a big marketing advantage.
Source: www.entrepreneur.com
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As we’re preparing for our annual Focus Group, it got us thinking about customer service.The focus of our event is to continue providing and improving – not only our software solutions – but the overall service delivered to each of our customers.What better topic to discuss than one about delivering exceptional service to your clients then, right? As a stadium manager, how does your service measure up?Are you proactively (and regularly) handling guest requests, complaints, and exceeding their expectations throughout the process? Are you still waiting for the complaint calls
Source: www.linkedin.com
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Every business or organization will have issues with customer service from time to time. As always the question is, how and what should you say during the interaction?In my Customer Service Course, I offer numerous suggestions as to how to manage specific situations. In this issue of The Training Shelf, we will discuss three of these issues and some suggested responses, although you should develop your unique custom responses: Customer Refuses to Listen to Reason, Customer Insists on Being Right
Source: www.linkedin.com
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Discussing 2014 earnings, Comcast CEO Brian Roberts spoke of reinventing customer service, but not everyone is convinced.
Source: www.ibtimes.com
The post Comcast Customer Service Woes Called ‘Critical’ Priority For 2015; CEO Admits Company Falls Short appeared first on The Taylor Reach Group - Call Center Consultants.
This week TD Bank Group announced the launch of customer service through SMS in Canada via
Source: www.techvibes.com
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This week TD Bank Group announced the launch of customer service through SMS in Canada via
Source: www.techvibes.com
How quickly will other banks follow TD in employing text for customer service? #custserv #cctr #custexp
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20 Shocking Customer Service Facts and Stats [Infographic]: http://t.co/bdoSyOcdoO via @provide_support #CSAT #custserv
Source: http://ift.tt/QLzDLd
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AARP puts the customer first but creating personal messaging and programming to drive the customer experience.
Source: loyalty360.org
The post AARP Creates a Customer Experience That Builds Value | Loyalty360.org appeared first on The Taylor Reach Group - Call Center Consultants.
We all know that empowered customers expect brands to deliver contextually relevant experiences based on their individual preferences for content, timing, location, and channel(s).
Source: blogs.forrester.com
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Creating an omnichannel experience can give consumers a single view of a brand across physical and online channels.
Source: www.nojitter.com
The post Omnichannel: Add Dimension to Your Contact Center – No Jitter appeared first on The Taylor Reach Group - Call Center Consultants.
Over 5,000 BPO workers are at risk to losing their jobs as call center giant West Contact Services Inc. (WCSI) sells its shares to fellow BPO company Alorica. Perceived to be one of the biggest mergers in the BPO industry in the country, the employees of West Contact Services are now uncertain on whether they get to retain their jobs after the acquisition pushes through. Photo by Rappler “The employees of West Contact Services Inc. are uncertain of how the acquisition will impact their employm
Source: http://ift.tt/1dASntH
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Gamification has the potential to increase engagement and loyalty in the banking industry, but is your financial institution ready to play?
Source: thefinancialbrand.com
The post How Gamification Can Drive Real Business Results in Banking appeared first on The Taylor Reach Group - Call Center Consultants.
Bahrain-headquartered Silah Gulf, a contact centre and customer experience solutions company, said it has been selected as the contact centre service provider of choice for McDonald’s Bahrain.
Source: www.tradearabia.com
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Source: www.sgconsulting.ca
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6 Steps to Becoming a Confident #CallCentre Manager ▸ http://t.co/heqyzsVhni #cctr #callcenter #contactcenter
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The Project Resource Group recently announced it is looking to fill 30 positions at its La Junta center.
Source: http://ift.tt/1zzjAm3
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Where To Find Proactive Customer Service Opportunities Or Transform Your Customer Experience By Making Your Customer Service Proactive – Part 2
Source: www.forbes.com
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Though customer experience will never go out of style, customer strategy often falls behind the times.
Source: www.1to1media.com
The latest trends in #cx can look appealing and tempt many. But at the end of the day the pundit promoting some new trend or technology are like the blind men feeling one part of the elephant and trying to name what they are touching. We see or perceive one element to the detriment of the others. We need to have a 360 degree view of the customer and their expectations.
#custserv #custexp #callcenter
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Becoming customer-obsessed is one of the top five trends that will impact the contact centre industry this year, according to one of the experts at the Interactive Intelligence panel discussion. To be truly competitive today, companies have to become “customer obsessed”, contact centre experts say. Enhancing customer experience is one of the top five trends …
Source: it-online.co.za
Enhancing the #custexp is a key trend for 2015. This should be on the top of you #callcenter ‘To Do’ list every day. #custserv
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The latest news for the Isle of Man
Source: www.isleofman.com
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Source: http://ift.tt/1t0YaON
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IAOP Releases The 2015 Global Outsourcing 100 and World’s Best Outsourcing Advisors. IAOP® today announced its annual Global Outsourcing 100® and World’s Best Outsourcing Advisors lists. The lists were released at the opening day of IAOP’s 2015 Outsourcing World Summit, at the JW Marriott Phoenix Desert Ridge, in Phoenix, Arizona. – PR12425792
Source: www.prlog.org
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This week, the Associated Press reported that Walmart will spend $1 billion on raises and training for its lowest-paid employees. Workers will now earn, at the very minimum, $9-an-hour, and then get $10-an-hour if they stick around for six-months.The decision comes after a wave of protests about the wages Walmart and other retail giants pay their employees and the benefits – or, perhaps more accurately, the lack thereof – they offer. So the move will unquestionably give them some good PR, at the
Source: www.linkedin.com
With many #callcenterr operators
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To enable Apple Pay in the air, more than 3,500 crew members will be equipped with iPad minis and NFC-enabled cases, loaded with a custom-designed iOS app—The Inflight Service Assistant. This initiative is the latest step in JetBlue’s use of mobile technology to offer better customer experience and support a paperless cockpit.
Source: mobileenterprise.edgl.com
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Internet Retailer – E-Retailers/E-Commerce Sales – Luxury brand Michael Kors registers 73% growth in online sales in Q3
Source: http://ift.tt/IQX13p
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Here are six ways brands can use NFC technology to augment customer experience and customer loyalty
Source: loyalty360.org
Bluetooth beacons
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Source: http://ift.tt/1yVGRxX
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“With the gift of listening comes the gift of healing.” -Catherine de Hueck Doherty We’ve all heard the canned notifications when we call companies for customer service: “this call may be recorded for security or quality purposes.” Most customer…
Source: blogs.forrester.com
Real-Time Analytics can be a game changer for #custserv #callcenter operators.
The post Understand The Promise Of Real-time Speech Analytics To Prepare To Overcome A (Large) Budget Hurdle appeared first on The Taylor Reach Group - Call Center Consultants.
Behind the scenes of a 911 emergency call center – Five computer screens provide a backdrop as Auburn communications dispatchers take calls from the public and police. Responding to an officer on a traffic stop the dispatcher types in the driver’s…
Source: www.theplainsman.com
911 is a critical service for all and of course it is also a #callcenter. Take a peek behind the covers. #cctr
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Much like 911 is for emergencies, and 411 is for business information, 211 is for health and human services.
Source: www.krcrtv.com
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Ryanair’s Chief Technology Officer reveals that the low-cost carrier is exploring how wearable technology can help to improve the passenger experience.
Source: http://ift.tt/1hO2Baq
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How marketers can use customer data and insights to build effective loyalty programs, writes Forrester analyst Emily Collins.
Source: adage.com
The post Your Loyalty Program Isn’t Creating Loyal Customers appeared first on The Taylor Reach Group - Call Center Consultants.
When starting out, brands by their very nature are inward looking. Before launching properly to market, they have to be very clear as to…
Source: www.thedrum.com
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Enter Now and Discover 3 Steps to Provide a Customer-Centric Online Experience on Your Resource for Customer Experience Information, News, and Articles.
Source: cx.walkme.com
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Infographic: Click-to-chat improves #CSAT http://t.co/Ptc1GiJ06o
Source: blog.teleperformance.com
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By: Colin Taylor
Immersive or Flexible Learning. Training and education is a key to being successful in any role or endeavor. Interacting with customers is one of the most critical tasks for any organization. This pivotal role impacts and in part determines if a prospect becomes a customer or if a customer will remains one. Yet in spite of the importance of this role with the company, this is generally viewed as an entry level position. A surprising number of organizations employ very limited screening and appear to be not terribly discriminating in the selection of customer service agents. Once hired the new agents are trained to interact with customer and prospects. All too often this training is comprised of sitting in a classroom; listening and watching a trainer show what needs to be done. This is often called the ‘Sage on the Stage’ approach. If not completed in a classroom the training may only include side by side observation of an experienced agent.
Bottom Line: Flexible or immersive learning replaces the ‘Sage on the Stage’, with the ‘Guide on the Side’. Course training or more accurately education is immersive. The approach combines classroom study with individual study (eLearning), group study, side by side learning, with quizzes, tests and exams. The approach allows the student to test their knowledge, recall and gauge their own progress. The individual learning is self-paced allowing the student to move forward at their own pace, not that set by the ‘Trainer’.
In a contact center environment this means faster learning, more comprehensive learning and better, more skilled and more effective agents. Of course some organisations will cling to the Sage on the Stage, but others will embrace lower costs, higher resolution, higher VOC, NPS and CSAT.
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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