Source: www.retailwire.com
facebook Messenger as a #custserv tool? Two reatilers are testing it out to see. #callcenter #cx #retail
The post RetailWire News Article: Facebook turns Messenger into a customer service tool appeared first on The Taylor Reach Group - Call Center Consultants.
Significantly more consumers than last year are using smartphones to help them shop and now they have specific needs and desires from retailers. These needs include access to inventory, personalized
in-store services and store apps that help them find products, based on a new global study. And to build customer loyalty, retailers need to provide consumers what they need when they need it,
according to a survey of 5,000 consumers in 10 countries.
Source: www.mediapost.com
Over 200% increase in consumers using smartphones to help them shop – #custserv #mobile #callcenter #custexp
The post 67% Use Smartphones to Enhance Shopping, Up from 26% appeared first on The Taylor Reach Group - Call Center Consultants.
Macy’s announced plans to open off-price retail stores has drawn a lot of interest. However, the move may have as much to do with a slowdown in its higher-end product sales as it does with observing the success of off-price formats like Nordstrom Rack. At least one gets that impression […]
Source: www.forbes.com
Is lipstick the key to Macy’s future success? #Custserv #callcenter #cx #custexp
The post Macy’s Is Still Struggling To Figure Out Millennials appeared first on The Taylor Reach Group - Call Center Consultants.
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
The post Liberty Mutual job shifts to affect 80 Mass. workers – Boston Globe (subscription) appeared first on The Taylor Reach Group - Call Center Consultants.
And why Walmart’s is.
Source: hbr.org
The post Why Your Customer Loyalty Program Isn’t Working appeared first on The Taylor Reach Group - Call Center Consultants.
Source: http://ift.tt/Oi8Gfg
The post Are You Making These Classic Outbound Dialling Mistakes? appeared first on 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
The post Call Center Training Redesign Exceeds Expectations – The Taylor Reach Group – Call Center Consultants appeared first on The Taylor Reach Group - Call Center Consultants.
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
The post Columbia Sportswear leases AmberGlen call center space appeared first on 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
The post Call Center Training Redesign Exceeds Expectations – The Taylor Reach Group – Call Center Consultants appeared first on 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
The post Answer the Phone! – The Taylor Reach Group – Call Center Consultants appeared first on The Taylor Reach Group - Call Center Consultants.
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 contact you, and how long they spent waiting before they gave up. Why is this top of the list? Because if a significant number of customers can’t even get into your system, it doesn’t matter how good it is. For instance, you might be serving 60% of your customers very well, but ignoring the other 40%. How many times have you sat listening to a kind voice saying “ … your call is important to us, please wait while we ignore you … “ and eventually given up, unhappy and resolving to take your business elsewhere? And how is the company to know you feel like that? Answer is they don’t, because you never got into their system. How many service teams think they are doing well according to the majority of their measures, but are missing all those unhappy customers who never actually made contact? Abandon rate metrics will enable you to find out how many potentially unhappy customers you have, even if you don’t know why because you never gave them the opportunity to tell you. You will never reach a 0% abandon rate as technical and other issues will always cause a few, but you should target between 2-5%. That way the remaining 95% can be measured in many other ways to help you improve your business.
The post Answer the Phone! appeared first on The Taylor Reach Group - Call Center Consultants.
In the case of retail tech, the biggest question wasn’t around the technology itself, but how to use it.
Source: http://ift.tt/U3h4pi
The future of Retail. #retail #ecommerce #custserv #callcenter
The post Retail of the future: Five insights from SXSW Interactive appeared first on The Taylor Reach Group - Call Center Consultants.
Customer Experience Versus The Customer’s Experience: Is There A Difference? Is customer experience in danger of becoming another function and repeating the mistakes of customer relationship management (CRM).
Source: www.forbes.com
Avoiding the CRM mistakes of the past. #custexp #cx #custserv @callcenter
The post Customer Experience Vs. The Customer’s Experience: Is There A Difference? appeared first on The Taylor Reach Group - Call Center Consultants.
Canada’s telecom regulator says four air duct cleaning companies paid a total of $55,000 as part of a settlement following violations for unsolicited phone calls to potential customers.
Source: www.cbc.ca
Companies fined for using offshore #callcenter to violate Do Not Call list- #DNC #cctr #custserv
The post Duct cleaning companies pay $55,000 for violating do-not-call list appeared first on The Taylor Reach Group - Call Center Consultants.
Outsourcing isn’t always the Big Bad Wolf. Click to share these tips in order to make outsourcing work for you and your startup!
Source: www.alleywatch.com
Outsourcing tips for the Start Up. #outsourcing #custserv #Callcenter #cx
The post Startups Cannot Live Without Outsourcing appeared first on The Taylor Reach Group - Call Center Consultants.
The world of marketing has become incredibly complex and fragmented, and in order to stay competitive marketers need to master omnichannel marketing. This is no easy task. An omnichannel strategy is one that puts the customer in focus, drives engagement through personalization and provides a unified view of the ROI delivered.
Source: www.adweek.com
The post Use This Model to Evaluate Your Omnichannel Strategy appeared first on The Taylor Reach Group - Call Center Consultants.
It’s time to turn the corner and make the real transition from an economy where we dig stuff out of the ground, to one where we buy and then sell stuff in retail stores – and technology is key to this transition.
Source: http://ift.tt/1fYQoiu
The importance of the Customer Experience to on-line ecommerce. #custexp #custserv #callcenter
The post Retailers need better technology, not more staff, to improve customer experience appeared first on The Taylor Reach Group - Call Center Consultants.
CMO Australia addresses the unique marketing, technology and leadership challenges chief marketers face as they look to align their own practices and insights with those of the business. We deliver this through news on online advertising, digital and social media marketing trends, exclusive chief marketing officers interviews, in-depth research and insights on the future of marketing.
Source: www.cmo.com.au
Forrester Wave names Cognizant a ‘Leader’ #custserv #custexp #cx
#callcenter
The post Media Release: Cognizant named a ‘Leader’ in B2C global commerce service provider report by independent research firm appeared first on The Taylor Reach Group - Call Center Consultants.
Source: http://ift.tt/Oi8Gfg
Good monthly forecasting model. Well worth a look.
#cctr #callcenter #custserv
The post Forecasting Excel Template appeared first on The Taylor Reach Group - Call Center Consultants.
Nordia Inc., has announced plans to expand its Saint John call centre operations, creating an additional 250 jobs over the next two years.
Source: www.cbc.ca
Great news for Saint John and PEI as Nordia expands #callcenter. #custserv #cctr
The post Saint John call centre Nordia Inc. plans to add 250 jobs appeared first on The Taylor Reach Group - Call Center Consultants.
There is a direct tie to loyalty and retention between how companies treat their employees and how they treat their customers.
Source: http://ift.tt/U3h4pi
Are you leveraging your #1 asset to achieve the desired Customer Experience? #cem #custserv #cx #callcenter
The post Your employees are your brand appeared first on The Taylor Reach Group - Call Center Consultants.
Satisfied customers are the lifeblood of a retail organization — it is impossible to enjoy long-term success without providing a compelling and fulfilling shopping experience. Temkin Group interviewed over 10,000 consumers for its 5th annual customer experience survey and uncovered that while many retailers are routinely satisfying customers others are missing the mark. See where PetSmart, Amazon, Best Buy, and others ranked.
Source: risnews.edgl.com
What do Radio Shack, Sears, the Gap and Best Buy all have in common? Well among other things the are 4 of the bottom 5 retailers in the most recent Temkin Experience ratings. #custexp #cx
The post Top and Bottom Retailers for Customer Experience appeared first on The Taylor Reach Group - Call Center Consultants.
When cooking up great customer experiences there are no alternatives, like take-out is for a sit-down meal. If you want customers to tell the only story that matters, why they love your company, you�…
Source: http://ift.tt/Q5Ea6w
Can writing your Buyer Legend improve your #CustomerExperience and #custserv? #cx #callcenter
The post 6 Ingredients for Cooking Up a Customer Experience that Sells appeared first on The Taylor Reach Group - Call Center Consultants.
“Ahhh s***…that’s just not right!”Add in a couple more choice expletives and this was my reaction this morning on checking my credit card statement and seeing a reasonably hefty charge from a company who’s services I hadn’t used in months. It wasn’t about the sum of money involved, it was the principle. How dare they deduct money from my credit card without my consent was my over-riding emotion.I quickly jumped online, dug out my old password and checked my account settings. Lo and b
Source: www.linkedin.com
I think the rumors of the death have been greatly exaggerated. Only those who are not engaged in dealing with customers directly could believe that Customer Service is anything but thriving. In fact the stellar service that was received in this anecdote shows us that this is true. For all of the hype surrounding Customer Experience at its core it is about treating customers as the valued asset they are, which is what Customer Service has always been about.
#custserv #custexp #callcenter #cx
The post Who Says Customer Service Is Dead And Buried? appeared first on The Taylor Reach Group - Call Center Consultants.
Marketlink of Des Moines does inbound and outbound sales for the cable industry.
Source: www.kansas.com
New #callcenter operator plans to hire 200 in Wichita #cctr #contactcenter #custserv
The post With plans to hire, Marketlink takes over north Wichita call center appeared first on The Taylor Reach Group - Call Center Consultants.
And why Walmart’s is.
Source: hbr.org
Loyalty and Advocacy are on a collision course. Loyalty needs to be not only rewarding how much you spend, but how much you influence others to spend. #loyalty #advocacy #custserv #cx #callcenter
The post Why Your Customer Loyalty Program Isn’t Working appeared first on The Taylor Reach Group - Call Center Consultants.
Tonya is a house attendant at The Inn At Palmetto Bluff, a strikingly picturesque inn-and-cottage institution nestled among ancient, Spanish moss-draped live oaks along the May River thirty minutes from Savannah. What’s a house attendant? It’s the hospitality position that used to be called a “houseman”: part of the housekeeping team, […]
Source: www.forbes.com
Anticipating a customers wants and needs allows your #custserv to stand head and shoulders above your competitors. #cx #callcenter
The post Tonya And The Training Wheels: How Anticipatory Customer Service Builds Success And Loyalty appeared first on The Taylor Reach Group - Call Center Consultants.
A Tale of Two Airlines http://t.co/mVqiQTG0Dl via @customerthink #custexp #custserv #csat
Source: customerthink.com
The post A Tale of Two Airlines | CustomerThink appeared first on The Taylor Reach Group - Call Center Consultants.
Contact centers are lacking when it comes to analytics capabilities and social media accessibility, a new study revealed.
Source: www.cioinsight.com
The post IT Systems Fall Short of Contact Center Needs – CIO Insight appeared first on The Taylor Reach Group - Call Center Consultants.
The most successful brands incorporate customer experience management elements into the company’s DNA at every level, at every touchpoint.
Source: www.forbes.com
Lowes has done a great job at being available across a myriad of social platforms. They have built the foundation for a superior and engaged customer experience. The ultimate success or failure of such Customer Experience initiatives comes done to the front line staff. Are they engaged, motivated, to they have the training and support to deliver on the promise. Certainly the potential for Lowes and any other organization that builds a robust infrastructure is very high, but the ultimate success comes down to the staff in the store or in the #callcenter. Make sure your #cx investment includes this very important Customer Experience ‘Last Mile’
#custexp #custserv #cem #cctr #omnichannel
The post The Lowe’s Model: Inspiring Advocacy Through Holistic Customer Experience appeared first on The Taylor Reach Group - Call Center Consultants.
From what they’re eating for breakfast to their thoughts on current events, people are increasingly turning to social media to voice their opinions and seek answers to their questions. Unfortunatel…
Source: http://ift.tt/Q5Ea6w
How to deliver #custserv via social media, a nice infographic. #custserv #custexp #cctr #cem
The post Elevating the Customer Experience Through Social Channels [Infographic] appeared first on The Taylor Reach Group - Call Center Consultants.
The efficacious and strategic application of the customer experience management will determine its consequent growth in the future, says Vishrut Chalsani
Source: www.businessworld.in
The post Improving Customer Experience Via Tech appeared first on The Taylor Reach Group - Call Center Consultants.
Many brands have come to institute CX curricula in an effort to align employee behaviors with enterprisewide goals.
Source: www.1to1media.com
Your training curricula must be aligned to and support your #cx and #custserv objectives. Varied learning approaches are key to building confidence and demonstrable knowledge. We recently developed a new curricula, employing these approaches and did just that/ The result also improved speed to competency, #FCR, #VOC and had a very compelling ROI. #callcenter #cx #custexp #training #contactcenter
The post Spotlight | Exploring the Inner Workings of CX Curricula appeared first on The Taylor Reach Group - Call Center Consultants.
In a previous post, we discussed customer experience (CX), but this topic is so important we felt it deserved additional attention. While not a new concept, CX is gaining attention as an area for dif…
Source: http://ift.tt/Q5Ea6w
Culture must be aligned to the desired Customer Experience or you will fail to deliver the #cx…culture will overcome the best laid plans of mice, men and #custserv organizations. #custexp #callcenter #cctr
The post Customer Experience Requires Cultural Changes For Businesses appeared first on The Taylor Reach Group - Call Center Consultants.
The CRTC is preparing to mete out a $1.1 million fine against a company it accuses of “flagrantly” flouting Canada’s anti-spam legislation.
Source: www.cbc.ca
It is nice to see that there is some teeth to the anti-spam legislation- Violators beware – #spam #custserv #cctr
The post Compu-Finder fined $1.1M under anti-spam law appeared first on The Taylor Reach Group - Call Center Consultants.
Whenever we talk about the pre-requisites of a good customer service representative and what makes a good agent etc, we list attributes like empathy, ability to think on their feet and persuasiveness…
Source: http://ift.tt/Q5Ea6w
Some great tips here to improve your #custserv; eliminate silly policies, eliminate your script, better training – My favorite is scripting- BURN YOUR SCRIPTS! a well trained agent should employ product and organizational knowledge to have a dialogue with the customer. Scripts won’t work until we share them with the customer, so they know their lines. #callcenter #cctr #contactcenter
The post Customer Service Mis-Steps: Whose Fault Is It Anyway? appeared first on The Taylor Reach Group - Call Center Consultants.
What is Content + Commerce and how can it make an online retailer more profitable? This article overviews the growing trend.
Source: www.alleywatch.com
eCommerce success will be significantly impacted by finding the right balance between Commerce and Content. Finding the right balance is critical. #ecom #custserv #cx #callcenter
The post The State of Content + Commerce appeared first on The Taylor Reach Group - Call Center Consultants.
Layoffs are scheduled to begin May 22.
Source: www.tricities.com
143 people being laid off, but the center to remain in operation #cctr #callcenter #officedepot #custserv
The post Office Depot announces layoffs; Bristol center not closing appeared first on The Taylor Reach Group - Call Center Consultants.
From Good to Great, and learn how to exceed the expectations of customers. Learn about social media marketing, performance coaching, the power of lean and building a winning customer service strategy. These are just a few of the highlights! You will also have access to leading industry professionals, a panel discussion, networking lunches and a cocktail reception.
John will be speaking on Building Better Contact Center Budgets, taking the pain out of the annual exercise.
Use PROMO CODE: 109 to receive $200 off the 2 day conference price or $100 off the 1 day price. Take advantage of this special offer and register now at Amaze Your Customer
We hope to see you there
#CXTrends2015 #myCSPN2015 #custserv #custexp #callcenter #cctr
The post Amaze Your Customers appeared first on The Taylor Reach Group - Call Center Consultants.
From Good to Great, and learn how to exceed the expectations of customers. Learn about social media marketing, performance coaching, the power of lean and building a winning customer service strategy. These are just a few of the highlights! You will also have access to leading industry professionals, a panel discussion, networking lunches and a cocktail reception.
John will be speaking on Building Better Contact Center Budgets, taking the pain out of the annual exercise.
Use PROMO CODE: 109 to receive $200 off the 2 day conference price or $100 off the 1 day price. Take advantage of this special offer and register now at Amaze Your Customer
We hope to see you there
#CXTrends2015 #myCSPN2015 #custserv #custexp #callcenter #cctr
The post Amaze Your Customers appeared first on The Taylor Reach Group - Call Center Consultants.
Chris Averill, CEO of customer insight specialist We Are Experience, explains how you can embrace the power of positive personalisation
Source: http://ift.tt/VcubCq
Building a personal connection with the customer is essential for delivering superior Customer Experience #custserv #cx #callcenter
The post 6 Ways To Boost Customer Experience With The Personal Touch appeared first on The Taylor Reach Group - Call Center Consultants.
Best Buy Seeks a Differentiated Customer Experience
Source: loyalty360.org
The post Best Buy Wants to Build a Differentiated Customer Experience | Loyalty360.org appeared first on The Taylor Reach Group - Call Center Consultants.
East Midlands Trains has won an award for its 24/7 customer contact centre in the National Institute of Customer Service Awards held this week. The 24/7 customer contact centre was launched as a…
Source: http://ift.tt/1fe71Cv
Congrats tp the folks East Midlands on the award win – #cctr #callcenter #contactcenter
The post East Midlands Trains 24/7 customer contact centre wins national award appeared first on The Taylor Reach Group - Call Center Consultants.
Source: http://ift.tt/1A0bPWi
The post Ryanair launches new Customer Charter, unveils 2015 customer experience initiatives appeared first on The Taylor Reach Group - Call Center Consultants.
Convergys plans to lay off up to 281 call center workers and shut down the company’s Pharr Contact Center on April 30.
Source: http://ift.tt/RwslHI
The post Convergys plans up to 281 layoffs at Pharr call center appeared first on The Taylor Reach Group - Call Center Consultants.
When large companies consolidate call center resources, one city’s loss is often another’s gain. This is the case with insurance giant Nationwide, which recently announced that it plans to shut down call centers in Canton and Lynchburg, Virginia, which will result in 740 call center job losses.
Source: topics
One city’s gains is another’s loss. The hiring market in Canton and Lynchburg will gain a number of experienced and available #callcenter agents looking for new opportunities. #cctr #custserv
The post Nationwide Announces Plans to Relocate 740 Call Center Jobs | Contact Professional appeared first on The Taylor Reach Group - Call Center Consultants.
The latest Ask Afrika Orange Index provides customer service trends, insights and thought leadership based on 13 years of data, across 32 industries and 155 companies, with representative companies as well as the government sector.
Source: www.bizcommunity.com
The post New research: How employee emotions’ impact on customer experience appeared first on The Taylor Reach Group - Call Center Consultants.
If marketers have their sites set on gaining and retaining customers, then they had better get to work on personalization.
Source: www.dmnews.com
Personalization is critical to delivering Omni-Channel Customer Service. You must recognize me regardless of the channel I employ for the interaction- #custserv #cx #cctr #callcenter #custexp
The post Personalization Is Paramount for Pleasing Purchasers appeared first on The Taylor Reach Group - Call Center Consultants.
PetRelocation Chief of Staff Rachel Truair explains how the company turned customer Q&A’s and testimonials into scalable marketing content.
Source: www.1to1media.com
The post PetRelocation Fetches More Leads by Sharing Customer Content appeared first on The Taylor Reach Group - Call Center Consultants.
ROI is dead. A new metric is needed to measure customer experience and engagement, writes Andy Frawley.
Source: adage.com
Is ROE squared the new metric to replace ROI in your organization? #cx #custexp #custserv #cctr
The post ROI Is Dead. A New Metric Is Needed for Customer Relationships appeared first on The Taylor Reach Group - Call Center Consultants.
Empathy – the ability to understand and share the feelings of others – is essential to providing better customer experiences. If you understand your customers, you’ll be well equipped to give them exactly what they need.
Source: blogs.salesforce.com
Empathy is a critical skill for all customer facing staff. #callcenter #cctr #custserv
The post 5 Ways to Build Empathy With Your Customers appeared first on The Taylor Reach Group - Call Center Consultants.
Coveo earned the highest score for #CSAT in the 2015 #CRM Service Leaders Awards! http://t.co/884MhSGodT
Source: http://ift.tt/12dZBxM
The post The 2015 CRM Service Leaders: Contact Center Search appeared first on The Taylor Reach Group - Call Center Consultants.
The Customer Experience (CX). CX has been all the rage on the speaking circuits for the past couple of years.
Source: www.linkedin.com
The post Customer Experience…the Bottom Line appeared first on The Taylor Reach Group - Call Center Consultants.
Twitter is coming of age as a customer service channel with more questions answered accurately through social media than email for the first time, yet companies are failing to successfully respond to 59% of tweets, according to a new study.
Source: www.dotrising.com
There are a number of barriers to effective #custserv by Twitter, such as confidentiality, but clearly it is a viable service channel. higher accuracy and faster response means that its use will continue to grow as a #customerservice channel. #custexp #callcenter #cctr
The post Twitter overtakes email for fast, accurate customer service, says study | .rising appeared first on The Taylor Reach Group - Call Center Consultants.
Recent findings from Harvard’s Business Review exposes three classic customer experience myths: 1- Customers want to have relationships with brands. Truth: 77% don’t want to build a relationship, they are viewing their interactions as transactions. 2- An increase in interactions is always the answer. Truth: Too much interaction, too many emails, flash sales and contact […]
Source: thetaylorreachgroup.com
The post 3 Customer Experience Myths – The Taylor Reach Group – Call Center Consultants appeared first on The Taylor Reach Group - Call Center Consultants.
