Looking to engage with customers via Social Media? Check out these modern-day techniques to boost your business’ customer service quality.
Source: http://ift.tt/1sEVMf0
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bor is your largest exopenses
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Labor is your largest expense and absenteeism is you largest controllable cost. #cctr #custserv
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Much has been written and said about customer service and how it has evolved into being more of an experience for customers and not necessarily just service.
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Great List of Customer Experience Pros. If you are not following these folks you should. #custexp #cx #cem #custserv
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Delivering a great customer experience is important in driving business success. Here are the two steps you need to take to deliver that service.
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The post Two steps to better customer service: why measuring customer experience is so … – StartupSmart appeared first on The Taylor Reach Group - Call Center Consultants.
LOW-COST airline Ryanair has reported a big rise in full-year profits. The firm, which is the largest operator at East Midlands Airport with 35 routes, said that for the year to the end of March,…
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Regulatory News: Stockholm, 25 May 2015 Transcom WorldWide AB (STO:TWW) today announced that it has appointed Philip Sköld as its Chief Commercia
Source: www.businesswire.com
The post Transcom Appoints Philip Sköld as Chief Commercial Officer (CC0) | Business Wire appeared first on The Taylor Reach Group - Call Center Consultants.
Vocalcom was mentioned by Gartner Inc, in the Magic Quadrant for Contact Center Infrastructure report, published May 18, 2015. The report shows Vocalcom having aggressively grown…
Source: www.benzinga.com
The post Vocalcom Ranked in Magic Quadrant 2015 for Contact Center Infrastructure, Worldwide appeared first on The Taylor Reach Group - Call Center Consultants.
Do your buns look good on Instagram? Chili’s Restaurants are making sure that theirs do: The sort-of-Tex-Mex casual dining chain owned by Brinker’s International, just launched a multi-million dollar food appearance overhaul. Although this move sounds superficial, I think it demonstrates that Chili’s’ understands the customer experience in our social media- and millennial-driven era. Let me explain. Chili’s recently committed […]
Source: www.forbes.com
The post Chili’s Spends Millions To Make Food Look Good On Social Media, For A Millennial Customer Experience appeared first on The Taylor Reach Group - Call Center Consultants.
Genesys Telecommunications Laboratories is in talks with potential buyers for a deal that could value the call-center software provider at more than $3.5 billion including debt.
Source: www.wsj.com
Is more consolidation in the wings? #cctr #custserv
The post Call-Center Software Company Genesys in Talks with Potential Buyers – Wall Street Journal appeared first on The Taylor Reach Group - Call Center Consultants.
I spend a lot of time talking about the poor quality of federal customer experience (CX) and the effects it has on the public. I’ve already talked about how federal agencies averaged the lowest score in Forrester’s CX Index.
Source: blogs.forrester.com
The post How Governments Can Improve Everyone’s Customer Experience appeared first on The Taylor Reach Group - Call Center Consultants.
While industry experts debate the latest contact centre trend, here are five challenges that your contact centre is likely to face in 2015
Source: www.callcentre.co.uk
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To provide excellent customer service, hiring customer service representatives should be the primary task. Bear in mind that they should possess the following qualities:
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CFI Group reported that the average shopping experience is no longer either in-store or online; it’s an interwoven process, and shoppers are finding flaws.
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Consistency and universal knowledge are challenges for #retailers implementing #omnichannel – #Custserv #custexp #cctr
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Source: www.marketwatch.com
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There’s a trend in the workplace: hiring “customer experience managers.” These hires are supposed to help executives think outside the box, identify low-hanging fruit, disrupt the ecosystem, and produce synergy across an organization. While the problems t
Source: www.1to1media.com
Steps you can take today to improve your Customer Experience. #custexp #custserv #callcenter
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Mapping out your customer’s path to purchase is important, but why? Here is an inside look into why and how you map your customer’s path to purchase.
Source: multichannelmerchant.com
Have you mapped your Customer’s path to purchase? Do you know where they are going off track? #custserv #custexp #callcenter
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Stress is a fact of life in most #callcenter organizations. This post can help reduce stress and improve engagement and performance. #custserv #engagement
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The company manages operations for Everest Colleges in metro Denver and Colorado Springs following the sale from Corinthian Colleges.
Source: www.bizjournals.com
#callcenter closes in Thornton, laying off 131 staff
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The banking company filed a WARN notice with the state that said 299 workers are affected by the closing, and that 183 have accepted transfers to Plano.
Source: www.bizjournals.com
300 jobs cut as #CapitalOne closes Irving TX #callcenter
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If you’re already managing an in-house call center, you know that navigating the natural peaks and valleys of call volume presents a complex challenge when calculating call center costs. You know tha
Source: www.blueocean.ca
Nice overview to in-house versus outsourced costs, though I think there are a few additional points I would suggest. First, one of the biggest benefits in working with an outsourcer is that running a call center is their sole business. This means that everything they do is focused on operational improvement. This can equate to significant benefits for clients. Second and a related point is that outsourcers serve multiple clients by definition and learnings from one client in one vertical can be applicable to other clients in other verticals. Once agin this can lead to significant benefits to clients. Lastly, the post did not address the cost to outsource, which certainly must be a consideration. what will happen to your in-house staff, if they are retained elsewhere in the organization that is great, but if they are let go then likely the redundancy costs will be applied to the outsource initiative. As will the cost to train all of the outsource agents. Depending on your agreement your training costs may also be ongoing due to turnover at the outsourcer. Finally someone has to manage the vendore relationship, attend meetings, visit the center, calibrate quality and this comes with a price.
Outsourcing can be a superior solution for some organizations but you must enter into any relationship such as this with your eyes wide open.
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Even while on vacation with my family, I can’t help but take note of the customer service – or lack thereof. One resort employee denied a simple request using one of my least favorite phrases: I�…
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Rules are created too often to protect the company from its customers. This is at odds with the purpose of Customer Service, which is to support and assist customers. #custserv #callcenter #custexp
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Instead of hiring thousands more customer service agents like Comcast just announced it is doing, the pay TV giant could take some truly customer-friendly steps that would eliminate the need to dial up call centers in the first place.
Source: time.com
While 5500 new #callecnter agents and the $20 late fee discount will help Comcast improve its #custserv, they missed the opportunity to eliminate the need for the calls in the first place. The best customer service is when the customer doesn’t need to call customer service- #noserviceisbestservice
The post Here Are 5 Ways Comcast Could Really Improve Customer Service appeared first on The Taylor Reach Group - Call Center Consultants.
ersonalization and empowerment With marketing trends being dominated by big data and automation, marketers still struggle with grabbing the customer’s attention – and keeping it. In a choice-rich digital space, Yatango decided to use hyperpersonalisation, empowerment and transparency to give the control back to their customers.
Source: www.cmo.com.au
Personalization and Empowerment keys to a Superior Customer Experience – #custserv #custexp #callcenter
The post How Yatango is giving power back to the customer appeared first on The Taylor Reach Group - Call Center Consultants.
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Keys to successful PCI compliance in your call center. #callcenter #custserv #cem
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This Founder Left a Job He Loved to Teckst
Source: www.alleywatch.com
Can Teckst replace calls to Customer Service with Texts? #custserv #callcenter #custexp
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CHICAGO – Comcast’s unhappy customers finally have gotten through to the nation’s largest cable television company.
Comcast Corp. said Tuesday that it would hire 5,500 additional customer-service workers in the United States and hundreds of new service technicians, as part of a broad plan to improve its poorly rated service operations. The company has been bashed nationwide by cable and Internet subscribers as unresponsive and rude.
Source: www.philly.com
Can 5500 new #customerservice staff help #Comcast improve the service? #custserv #callcenter
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Woolworths has detailed a three-year strategy which it claims will transform the organisation into a customer-first business and help neutralise its competitors.
Source: www.cmo.com.au
“The true battleground is the overall customer experience” says retailer. #custerserv #custexp #contactcenter
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The core idea of omnichannel is a seamless customer experience — a bridging between on and offline.
Source: www.alleywatch.com
Omnichannel is a core requirement for retail. How can you apply it to your business? #custserv #omnichannel #cctr
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IMP Group Ltd. has expanded its call centre operations by acquiring Blue Ocean Contact Centers of Halifax.
Blue Ocean, which has over 600 employees, was part of CCL Group and owned by Steve Parker. A purchase price wasn’t disclosed Thursday.
Source: thechronicleherald.ca
Call Center company expands with purchase.
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If you’re involved in any sort of brick and mortar business, anything that exists in the quote unquote real world (retail, services, hospitality, manufacturing, etc.) it’s time to take a good, honest look at what the digital revolution has done to your customers and prospects. If you’re brave enough to take this direct look […]
Source: www.forbes.com
Great post on the demand of customer for #digitalparity. For traditional retailers the line has been drawn, they must adopt the new reality or die out adhering to the old. #custserv #custexp
The post The Truth About Today’s Retail Customers May Shock You (Here’s How To Stay In Business Anyway) appeared first on The Taylor Reach Group - Call Center Consultants.
All top performing call centers have a high level of employee engagement. The following article provides a game plan for improving your call center performance by way of employee engagement. This coupled with Call Center Games will provide you with everything your center needs to deliver outstanding results.
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Good article on employee engagement – some astute observations and good questions. #callcenter #custserv #custexp
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ResearcIs the future of customer service self-service? Maybe not exclusively but Premier Technologies’ partner Aspect Software certainly believes it to be growing in importance, and has engaged Forrester Research to confirm this viewpoint.
Source: www.whatech.com
Research confirms what we knew- Customers want what they want now, and they want it to be easy. Is your #callcenter equipped to do this? #custserv #cx
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Common One of the most cost-effective ways for companies to get great word-of-mouth marketing is to provide excellent customer support and service. Great customer service teams share common traits that you can copy, says Gregory Ciotti at Help Scout, a help-desk […]
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Common traits of the best Customer Service Reps. #callcenter #custserv #Custexp
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