Hiring people with acceptable English speaking skills is becoming a challenge.
Source: www.interaksyon.com
Is the labor pool drying up in the Philippines for #bpo operators? #cctr #custserv #cx
The post Amid boom, Bacolod City’s BPO talent pool drying up appeared first on The Taylor Reach Group - Call Center Consultants.
Barclays Services plans $9.3M building to issue Visa and MasterCard credit cards and co-branded credit cards
Source: www.cincinnati.com
A big #callcewnter win for SW Ohio as Barclays comes to town – #cctr #custserv #cx
The post Call center could bring 1,500 jobs to SW Ohio – Cincinnati Enquirer – Cincinnati.com appeared first on The Taylor Reach Group - Call Center Consultants.
By leveraging millennials common characteristics of honesty, confidence, and passion, your organization can make the leap in customer experience and take it to the next level. Being a millennial is a strange experience in today’s world.
Source: winthecustomer.com
Millennials maybe you best asset in the battle for your customer #custserv #custexp #cctr
The post How Millennials Can Help Your Customers in the Long Run appeared first on The Taylor Reach Group - Call Center Consultants.
MIT Sloan Management Review and Deloitte’s 2015 global study of digital business found that maturing digital businesses are focused on integrating digital technologies, such as social, mobile, analytics and cloud, in the service of transforming how their businesses work. Less-mature digital businesses are focused on solving discrete business problems with individual digital technologies.
The ability to digitally reimagine the business is determined in large part by a clear digital strategy supported by leaders who foster a culture able to change and invent the new. While these insights are consistent with prior technology evolutions, what is unique to digital transformation is that risk taking is becoming a cultural norm as more digitally advanced companies seek new levels of competitive advantage. Equally important, employees across all age groups want to work for businesses that are deeply committed to digital progress. Company leaders need to bear this in mind in order to attract and retain the best talent.
Source: dupress.com
The post In what industries does technology enable employees to work better with customers? appeared first on The Taylor Reach Group - Call Center Consultants.
Research, facts and data about (the evolution of) customer experience metrics and measurement.
Source: www.i-scoop.eu
The post Customer experience metrics – beyond CSAT and NPS appeared first on The Taylor Reach Group - Call Center Consultants.
Companies have a bad habit of treating customers like a flakey guy would treat a girl he didn’t care about. Once they have the customer, they don’t want to deal with what it takes to manage that relationship. Don’t mis-read me; you are in a relationship with your customers. Are you being […]
Source: www.forbes.com
The post 5 Things That Are Killing Your Customer Experience appeared first on The Taylor Reach Group - Call Center Consultants.
After a recent survey published by Marketing Week found that 60% of customers admitted to providing false information to businesses online, Meraki Rose reviews why customers are unwilling to share their data
Source: www.journalism.co.uk
The post Meraki Rose: Why are 60% of customers giving companies false data? appeared first on The Taylor Reach Group - Call Center Consultants.
Support.com wins 2015 Contact Center Tech Excellence award for software innovation and improving customer experience
Source: www.businesswire.com
The post Support.com Receives TMC Labs’ Contact Center Technology Award for Improving Customer Experience with Nexus® | Business Wire appeared first on The Taylor Reach Group - Call Center Consultants.
A spokesperson says the Sioux Falls call center will close by the end of 2015. The company does plan to help employees find new jobs.
Source: www.ksfy.com
750 call center workers to lose jobs in Sioux Falls #callcenter closure. #cctr #custserv
The post Capital One closing Sioux Falls call center appeared first on The Taylor Reach Group - Call Center Consultants.
Blogs.Oracle.Com – Oracle Customer Experience Blog
Source: blogs.oracle.com
The long standing Direct Marketing truth of serving your customers, where and when they wish to be serviced, is increasing coming to include serving them in the language the customer chooses. Are able to support multilingual interactions in your center? #custserv #custexp #cctr
The post 5 Steps to Providing Exceptional Multilingual Customer Support (Oracle Customer Experience Blog) appeared first on The Taylor Reach Group - Call Center Consultants.
London City Airport, Athens International Airport, Dubai Airport, KLM and Transavia are among those using social media to simplify the travel experience.
Source: http://ift.tt/1hO2Baq
The post Airports and airlines leverage real time social media benefits appeared first on The Taylor Reach Group - Call Center Consultants.
Understanding customers – knowing who they are, what they’re looking for, and what makes them buy again – should be the goal of every business owner. Here are some tips on how to get there
Source: business.financialpost.com
Good article referencing a new book by our friends at CustomerThink #custserv #custexp
The post Get closer to your customers with these ideas on how to build a successful client-focused business appeared first on The Taylor Reach Group - Call Center Consultants.
Tim Pickard shares 10 trends that are changing customer expectations.
Source: www.icmi.com
Good list of trends. I would add Customer Journeys mapping which needs to change to reflect the journeys customers want not just those that lead to spending more dollars. #custexp #custserv #cctr
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I hadn’t been to the dentist in quite some time – lets not dwell on the number of years. I had all those “great” memories – the awful tasting gum number, the sound of the drill, the scraping noise… and so the wonderful sound bank continues.
Source: http://ift.tt/hFWySe
The post 5 Customer Experience (CX) Teachings … From the Dentist Chair – Huffington Post appeared first on The Taylor Reach Group - Call Center Consultants.
Evolving from a B2B call center to a B2C contact center
Source: thetaylorreachgroup.com
The post From B2B Call Center to B2C eCommerce Contact Center in 60 days – The Taylor Reach Group – Call Center Consultants appeared first on The Taylor Reach Group - Call Center Consultants.
Minor changes made to a B2B’s contact center processes can have a major impact on the organization’s service offerings and product development.
The Challenge:
Nue Medical Consulting provides laboratory fabrication and billing services to clinics and private practices. After making recent changes to how patients were billed for remaining balances, Nue Medical found they also needed a solution to better serve their clients, one that would meet industry regulations while also giving them an edge over the competition. They wanted to build a contact center so they contacted the Taylor Reach Group for guidance.
One catch: the project needed to be completed quickly. It needed to be operational in only 30 workdays. Once the ink dried on the contract, the project was down to t-minus 20 workable days.
The Process:
The Taylor Reach Group’s expertise in contact center design and project management crafted an aggressive project timeline that ensured the fast turnaround would not impact the quality of the final product. For the project timeline, Taylor Reach took two phases of contact center implementation – Planning and Development – overlapped them where and when possible, and executed both simultaneously.
After an evaluation of Nue Medical’s internal resources, Taylor Reach created and led a project team that included: a Team Lead, IT SME, HR Specialist, Project Champion, and Project Manager. The evaluation also identified all of the elements required for the new contact center and existing assets that could be employed in the center, such as the underlying PBX architecture.
Taylor Reach also provided a detailed project plan for Nue Medical; with decisions points and responsibilities for everyone involved.
To procure the needed talent, technology, and systems for the new contact center, Taylor Reach quickly wrote and issued bids and scheduled interviews with potential vendors. The firm also established a series of benchmarks, standards and criteria to follow; and developed “hurdle gates” to later identity the best-of-breed among the potential candidates, products, and services.
The Solution:
The Taylor Reach experience, tools, and network combined with a strong client team, their dedicated staff, and their amazing culture to build a contact center of the same caliber as one built on a more reasonable 90- to 120-day timeline. Added to the mix were all the necessary processes, guidelines, and risk management procedures to ensure continued success of the center post implementation.
Taylor Reach prepared and presented Nue Medical a call volume forecast for their approval and sign off. Then Taylor Reach assisted the client in creating an organization structure for the center, consisting of 10 representatives and one floor manager. With scale in mind, Taylor Reach recommended the addition of a supervisor as the team grew to 12 representatives, with no more than one supervisor per 10 to 12 agents. This would ensure proper coaching and development ratios to achieve and succeed performance goals, especially important in a fast launch of a new to the organization center.
The Results:
With Nue Medical’s staff’s help, Taylor Reach was able to meet the rigorous deadline and even deliver on several components outside of scope. The center opened with trained and ready staff on the 20th day of the schedule.
This success, allowed Nue Medical to use the staff cross-functionally, further strengthening their skillsets for the group while building on the knowledge attained during training.
Nue Medical gave full attention to the Taylor Reach provided risk assessment right from the start. This led to a successful speed to launch and resulted in a well-prepared team when the first calls came in.
The post Zero to Contact Center in 20 Days – a case study appeared first on The Taylor Reach Group - Call Center Consultants.
Evolving from a B2B call center to a B2C contact center
Source: thetaylorreachgroup.com
Hitting the right #custserv note for a music company
The post From B2B Call Center to B2C eCommerce Contact Center in 60 days – The Taylor Reach Group – Call Center Consultants appeared first on The Taylor Reach Group - Call Center Consultants.
The center opened in the Inverness officer park in 2009 as the company’s first Colorado location.
Source: www.bizjournals.com
Intuit #callcenter job cuts hit Denver are center
The post TurboTax, QuickBooks seller Intuit to close Colorado call center, cut jobs – Denver Business Journal appeared first on The Taylor Reach Group - Call Center Consultants.
Re-Imagining the call contact center service delivery model
Source: thetaylorreachgroup.com
The post Re-Imagining the Contact Center Model – The Taylor Reach Group – Call Center Consultants appeared first on The Taylor Reach Group - Call Center Consultants.
The Challenge:
The major technology focused BPO firm had come to a crossroad. The original operating model had enabled the company to grow dramatically throughout its history and today the organization boasted 8 contact centers on 3 continents and more than 2,500 agents. But what worked before wasn’t working as well now. Growth had stalled, margins were under pressure and the stock price was showing a downward trend. The BPO had to find a better way of doing things and act on them quickly. Taylor Reach was retained to complete a Strategic Assessment of the BPO contact centers globally, with a view to identifying opportunities for to improve operational effectiveness and efficiency.
The Process:
The Taylor Reach team of consultants visited six contact centers on three continents and began at the beginning, a full end-to-end review of each of the ‘moving-parts’ within the call center infrastructure. The sweeping engagement assessed the people in the call centers, their skills and competencies, the processes, procedures, operational methodologies, technologies, quality and service practices and business objectives. With a number of centers and thousands of agents this was a significant exercise in terms of scope.
The Solution:
The traditional approach employed by the BPO was to work in dedicated teams each supporting a single client. While this approach could allow the agents to be closer to the clients and to better understand the client offerings, it also resulted in high costs and low agent efficiency. When the consultants examined the specific client accounts, it became obvious that the many clients were represented by small teams. Taylor Reach realized that by combining small teams into a larger shared services work groups the company could achieve greater productivity.
The Results:
The recommended solution represented a radical shift in operations. In the first year of implementation the company realized significant efficiency and operational improvements totally more than $10 million in annualized savings.
The post Re-Imagining the Contact Center Model appeared first on The Taylor Reach Group - Call Center Consultants.
Millennial customer experience lessons drawn from automotive retail (car dealerships): How consulting 5 key customer service trends can transform this industry – and yours – into something that appeals to customers today, whether millennial or Baby Boomer
Source: www.forbes.com
The post This Auto Dealership Built A Pro-Millennial Customer Experience By Consulting 5 Key Service Trends appeared first on The Taylor Reach Group - Call Center Consultants.
Source: businesstoday.intoday.in
The post Companies must have roadmap to implement digital agenda – Business Today appeared first on The Taylor Reach Group - Call Center Consultants.
CallRevu makes its first cable television debut on Discovery Channel’s Newswatch program.
Baltimore, MD (PRWEB) July 03, 2015Discovery Channel’s NewsWatch program featured…
Source: www.benzinga.com
The post CallRevu Featured on Discovery Channel’s NewsWatch Television Program appeared first on The Taylor Reach Group - Call Center Consultants.
More than 100 jobs are coming to the small Franklin County town of Wilton.
Source: www.wmtw.com
The post Western Maine call center adding more than 100 jobs – WMTW Portland appeared first on The Taylor Reach Group - Call Center Consultants.
I’m pleased to announce the release of “The Forrester Wave: B2B Commerce Suites, Q2 2015.” Peter Sheldon and I last took a deep dive into the space in 2013, and since then we’ve seen B2B grow both in size and importance.
Source: blogs.forrester.com
The post It’s Here…The Forrester Wave: B2B Commerce Suites, Q2 2015 appeared first on The Taylor Reach Group - Call Center Consultants.
A severed phone line is affecting emergency service dispatch in Jerome and Lincoln counties.
Wednesday morning a third party construction company accidentally cut a Century Link fiber optic line here on blue lakes.
Source: www.kmvt.com
Does your business continuity plan consider severed phone or data lines? If you are 911 it should. #911 #cctr #custserv #custexp
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New Report: Experience Management – How to Deliver Integrated #CustExp http://t.co/3KcKjL87FV @drnatalie #CX http://t.co/IJLRlyVpZ6
Source: http://ift.tt/15n7lJy
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There’s not a CMO or CEO on the planet who strives to deliver bad customer experience. Of course, customers do have bad experiences. And, some firms deliver these negative outcomes with persistent regularity.
Source: www.forbes.com
When is mediocre good enough? The C Suite needs to stop accepting poor #customerexperience and #custserv and demand better, before their customers do. #custserv #cx #cctr
The post Customer Experience: The New Currency Of Power – Forbes appeared first on The Taylor Reach Group - Call Center Consultants.
There is little question that customer experience is now recognized as an important business investment. But who is truly in charge of CX? Which channels are the most critical? And how is the impact…
Source: http://ift.tt/Q5Ea6w
Senior leadership must embrace and drive Customer Experience for it to be truly successful #custserv #Cx #cctr
The post CX Starts with the C-Suite: The Economist Finds 3 Ways for Execs to Engage – Business 2 Community appeared first on The Taylor Reach Group - Call Center Consultants.
Need help justifying $ for your agency’s #CX efforts? My report IDs 14 reasons why gov #custexp is vital: http://t.co/5q1deg2E4Q #custserv
Source: www.forrester.com
The post Forrester Research : Research : Federal Agencies Must Improve Their Customer Experience appeared first on The Taylor Reach Group - Call Center Consultants.
Translate Your World, is reportedly set to revolutionize multilingual customer service, enabling almost anyone to converse in real-time across 25 different languages. As recently reported by Fifth Quadrant; The US-developers of the Translate Your World solution say users can go to a webpage and talk, while the words of each speaker are instantly translated into […]
Source: thetaylorreachgroup.com
Imagine supporting customers in 25 lanugares with you exisiting unilingual agents #custserv #cctr #callcenter
The post New software to enable multi-lingual Customer Support – The Taylor Reach Group – Call Center Consultants appeared first on The Taylor Reach Group - Call Center Consultants.
Translate Your World, is reportedly set to revolutionize multilingual customer service, enabling almost anyone to converse in real-time across 25 different languages.
As recently reported by Fifth Quadrant; The US-developers of the Translate Your World solution say users can go to a webpage and talk, while the words of each speaker are instantly translated into the other language to appear as subtitles or be heard as attractive synthesized computer voice. “You can easily converse globally with family and business colleagues almost anywhere in the world,” said Translate Your World CEO Sue Reager.
Translate Your World is a “mission control center” that unites side-software by Microsoft, Google, Nuance, SDL, ReadSpeaker, SIMS, Yandex, Systran, Android, Baidu, WebRTC, VoIP, and many more to function harmoniously “while empowering the world to bridge the language barrier”. Translate Your World provides users with access to the best language features of each technology.
This technology holds the promise to allow a uni-lingual workforce to support more than two dozen languages, simplifying the forecasting and scheduling activities in many call and contact centers, by eliminating the need to secure or train each required service skill in each language.
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