Source: www.mitel.com
Good read with some great #custserv and #custexp horror stories. Why are train wrecks some much fun to watch? #cctr
The post Customer Experience Horror Stories appeared first on The Taylor Reach Group - Call Center Consultants.
National Grid was docked $2.54 million in revenue from its upstate electric distribution operations after falling short of a customer service goal set by the state. The metric, set by the state Pub…
Source: blog.timesunion.com
The cost of poor service cost one #utility more than $2.5 million- #custserv #cctr
The post National Grid docked $2.54 million for upstate customer service appeared first on The Taylor Reach Group - Call Center Consultants.
Our toxic customer had asked us to do something we both knew would hurt their business. But this was pretty standard for them. Ask for something horrible or impossible, have it blow up in your face, then blame the people that warned you against it.
Source: www.alleywatch.com
The post Here’s an in-depth on using the customer from Hell to attract All-Star customers. appeared first on The Taylor Reach Group - Call Center Consultants.
A UK survey found that #custexp trumps sales in the #cctr: http://t.co/HcrtlE4DnN via @callcentrehelp #CSAT #custserv
Source: http://ift.tt/Oi8Gfg
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Replace Customer Service Departments with Customer Experience Teams. Customer Service will always be playing catch up in an ever-expanding digital footprint
Source: http://ift.tt/UwgVKa
We can quibble about whether we call our front line staff Customer Service or Customer Experience. The real challenge is evolving the communications paradigm to operate seamlessly across all channels with access to the information and systems to help the customer achieve their goals of the interaction. #custserv #custexp #cctr
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While many contact centers have been trying to get away from scripts to ensure that agents sound a little less robotic and a little more interested in what customers have to say, there are many businesses that require at least some scripting to…
Source: www.tmcnet.com
The best script is no script. The biggest problem with scripts is that the Customer don’t know their lines 
The post Is Your Contact Center Script Old and Tired? Maybe It’s Time for a Change appeared first on The Taylor Reach Group - Call Center Consultants.
A call center company announced Friday it is going to hire 300 people, including 60 in Orangeburg, to handle health insurance customers’ calls.
Source: thetandd.com
300 new #cctr jobs due to Obamacare – #custserv
The post Call center adding Affordable Care Act jobs – The Times and Democrat appeared first on The Taylor Reach Group - Call Center Consultants.
Source: www.datamark.net
I think that Datamark has hit all of the major #cctr trends in this infograph- #cloud, #gamification #callback – #custserv #callcenter
The post Infographic: Contact Center Technology Trends | Outsourcing InsightsOutsourcing Insights appeared first on The Taylor Reach Group - Call Center Consultants.
FORT EDWARD It will be one year next month since Washington County Public Safety Department’s 911 communications center was relocated and launched with new software in the basement of
Source: poststar.com
The post New 911 call center has had bumpy first year – Glens Falls Post-Star appeared first on The Taylor Reach Group - Call Center Consultants.
June 13, 2015 – Quality Assurance Analyst Call Centre Analytics – Join the Global Community of Scotiabankers to help customers become financially better off.
Source: ca.indeed.com
The post Quality Assurance Analyst Call Centre Analytics job – Scotiabank – Toronto, ON | Indeed.com appeared first on The Taylor Reach Group - Call Center Consultants.
BOISE — Access2Care, one of the nation’s leading managers of non-emergency medical transportation, is now in Boise. Access2Care plans to triple the
Source: www.ktvb.com
The post New call center in Boise plans to triple workforce appeared first on The Taylor Reach Group - Call Center Consultants.
In CHIEF CUSTOMER OFFICER 2.0: How to Build Your Customer-Driven Growth Engine (Wiley) launching June 15th, I developed the new Chief Customer Officer job description, as well as my Five Customer Leadership Competencies to build customer-driven growth. I’
Source: www.1to1media.com
The post Chief Customer Officer | The New and Revised Chief Customer Officer Job Description appeared first on The Taylor Reach Group - Call Center Consultants.
Oxfam has suspended fundraising contractors Listen Ltd and Street Academy after allegations that their staff were harassing the elderly and vulnerable.
Source: money.aol.co.uk
The post Oxfam suspends call centre after harassment allegations appeared first on The Taylor Reach Group - Call Center Consultants.
Interactive Intelligence Group, a global provider of collaboration, communications and customer engagement software and cloud services, has been posit..
Source: www.itweb.co.za
The post Interactive Intelligence positioned as leader in Magic Quadrant for Contact … – ITWeb appeared first on The Taylor Reach Group - Call Center Consultants.
When Coca Cola first introduced mobile purchasing in 1997, the company set up vending machines that allowed their customers to purchase drinks via text message. This set in motion a series of positive events that have come to change the mobile…
Source: winthecustomer.com
The post The History of the Mobile Payment Experience #INFOGRAPHIC appeared first on The Taylor Reach Group - Call Center Consultants.
Cloud-based contact centre software provider Talkdesk has secured $15m in a series A round of funding led by DFJ with participation from existing investor, Storm Ventures, which the company said would be used to fuel its international expansion.
Source: http://ift.tt/1fzjWjp
The post Talkdesk scores $15m in cloud contact centre push | Business Cloud News appeared first on The Taylor Reach Group - Call Center Consultants.
Organizations have changed their customer experience (CX) priorities for 2015, according to a recent survey by Gartner, Inc.
Source: www.gartner.com
The post Gartner Says Organizations Are Changing Their Customer Experience Priorities appeared first on The Taylor Reach Group - Call Center Consultants.
The call center is evolving. To compete, companies invest in better call center experiences, the right service processes, and system optimization tools.
Source: winthecustomer.com
The post 20 #CX Statistics Prove Why Customer Service Matters appeared first on The Taylor Reach Group - Call Center Consultants.
It’s that time of the year again… time to differentiate between “customer service” and “customer experience.” It’s a topic worthy of repeating regularly.
Source: www.cx-journey.com
The post CX Journey™: Customer Experience Isn’t Just About Customer Service appeared first on The Taylor Reach Group - Call Center Consultants.
What matters is not so much how many new customers you acquire but how many loyal customers you keep. Check out this guide to learn more about the benefits of customer retention and how to apply it in your own business.
Source: http://ift.tt/1sEVMf0
The post Customer Retention Strategies: A Definitive Guide appeared first on The Taylor Reach Group - Call Center Consultants.
Home-shopping giant QVC said Wednesday that it would close its call center in Port St. Lucie. Some 800 employees will lose their jobs.
Source: www.tcpalm.com
Anyone hiring in Port St. Lucie? 800 experienced #callcenter agents will soon be looking for a new job. #custserv
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There is a movement for a more equitable workplace, and customer experience firms are uniquely positioned to help drive this change.
Source: www.fastcompany.com
The post How Customer Experience Expertise Can Lead To More Humane Workplaces appeared first on The Taylor Reach Group - Call Center Consultants.
