The ROI of Contact Center Benchmarking

Transparent BPO

And one of the best ways to measure improvement in the contact center, according to Jeff Rumburg, co-founder and managing partner at MetricNet , a contact center benchmarking and consulting firm, and the subject of this month’s expert interview series , is through the practice of benchmarking.

Patient Support organization receives expert Contact Center Strategy Assessment from leading consultancy

Taylor Reach Group

Customer Experience and Contact Center Consultancy, The Taylor Reach Group, has recently completed its in-depth analysis of two contact centers for a national patient support firm.

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Press Release: Stock transfer firm selects Contact Center Consultancy to develop roadmap to improve customer experience

Taylor Reach Group

Today, CX and Contact Center consultancy, The Taylor Reach Group, Inc. The consultancy will conduct an essential health check of the firm’s customer experiences and Contact Center operations. “We

How to Create A Financial Times Award-Winning Consultancy from Scratch

Beyond Philosophy

Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too. When I started my Global Customer Experience consultancy, no one knew me or even what Customer Experience was. Remember that consultants are the first to go in a recession.

How to Create A Financial Times Award-Winning Consultancy from Scratch

Beyond Philosophy

Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too.

Feel Like You Are Flying Blind? Call Center KPIs and Benchmarks Can Help

NICE inContact

Likewise, call center KPIs and benchmarks act as controls to establish direction and to know whether the call center is on course. You may be familiar with certain call center KPI’s but less familiar with benchmarks. So, how do you obtain KPI benchmarks?

How Contact Center Consultants Can Achieve On-Going Revenue and Engaged Customers

Taylor Reach Group

Objectives as a Contact Center Consultant. As a CX and Contact Center consultant, we need to be able to do a few things: 1) To continually have an on-going revenue stream. Snapshotz helps Call Center Consultants achieve all 3 of the above-mentioned objectives. The Snapshotz tool allows consultants to assess the organization and Contact Center in just 1-2 days. The Snapshotz report delivers assessments and benchmarks in real-time.

7 Strategies to Benchmark SaaS Customers to Success

Amity

Customer benchmarking — the practice of identifying where a customer can improve or is already doing well by comparing to other customers – helps Customer Success Managers to deliver unique value to their customers. Strategy 1: Customer Benchmarking using Industry Surveys.

CX and Contact Center Consultancy to Conduct a Strategic Assessment of Major Medical Imaging Client

Taylor Reach Group

Taylor Reach’s expert consultants will conduct on-site analysis coupled with implementation of a Call Center audit tool which will benchmark the center across 8 categories, 29 sub-categories, 700+ data points and against 2500+ other Contact Centers in order to establish a best-in-class comparison. “We established in 2003, is a globally recognized Call Center, Contact Center and Customer Experience consulting firm.

To Benchmark or not to Benchmark

Customer Interactions

At NICE Fizzback Insight Consulting, our clients usually request us to conduct customer satisfaction benchmarks. Benchmarking possibilities are almost endless with the graph below portraying some examples (where we could apply any combination of them): Benchmarking often leads to a reality check, throwing up unexpected results.

One of America’s Largest New Home Builders Retains Contact Center Consulting Firm to Assess Their Contact Center Operations

Taylor Reach Group

Customer Experience and Contact Center Consultancy, The Taylor Reach Group, Inc. Taylor Reach’s consultants, each with 20+ years of Contact Center expertise, will perform on-site analysis, auditing and stakeholder interviews at each of the home builder’s Call Centers. The audit will benchmark the centers across 8 categories, 29 sub-categories, 700+ data points, against 2500+ other Contact Centers and allow charting of improvement initiatives to prove the results.

Consumers Channel of Choice – A Multi-generational Benchmark Study of Consumer Channel Preferences (whitepaper)

DMG Consulting

Consumers Channel of Choice – A Multi-generational Benchmark Study of Consumer Channel Preferences (whitepaper). DMG Consulting LLC has conducted a worldwide consumer benchmark study to identify consumer channel preferences for interacting with businesses. Thank you for your interest in DMG Consulting’s publications. 3/14/2017. By Donna Fluss.

CX and Contact Center Consultancy to Audit Market Research Firm’s Call Center Network

Taylor Reach Group

Leveraging a proprietary approach, combined with best practice benchmarking, the Audit process creates a road-map to a future state by assessing all aspects of current Contact Center operations. Today, CX and Contact Center consultancy, The Taylor Reach Group, Inc. The consultancy will conduct an essential health check of the market research firm’s network of Contact Centers. “We Call Center Assessment Call Center Audit Call Center Consulting Press Release

Use Benchmarking to Demonstrate Value and Slim Down That Churn Rate

Amity

We benchmark ourselves against standards such as body mass index to determine where we should ideally be. If this approach - theoretically - works when dieting, why not use benchmarking with customers? So what are the best practices with respect to metrics and benchmarking?

Effectiveness Indicators: First Call Resolution, Calls/Resolved

Taylor Reach Group

The limitation is when comparing or benchmarking results from one organization to another. To find out more about how Taylor Reach can help your company with [TOPIC], CLICK HERE to schedule a free consultation. By Turaj Seyrafiaan.

Is It Time for Your Contact Center Check Up?

Taylor Reach Group

” They are thinking and assuming that this consultant has finally lost touch with reality. This degree of specificity isn’t possible through benchmarking or best practices alone, but only when completed as a part of an overall assessment. By Colin Taylor.

Contact Center Retention: Get Ahead of Trouble by Pinpointing Front-Line Staff Concerns

Taylor Reach Group

Benchmarking can provide insights into areas where your organization can improve. To find out more about how Taylor Reach can help your company with improving employee retention, CLICK HERE to schedule a free consultation. By Peg Ayers.

Report: Tech Vendors: Product and Relationship Satisfaction, 2018

Customer Experience Matters

B2B CX Benchmarks Bruce Temkin Research Tech Vendors Temkin Group Research ADP Citrix Computer Sciences Corporation CSC Deloitte EDS EMC Fujitsu Hitachi IBM SPSS McAfee NetApp Novell Pitney Bowes Red Hat SAS Institute Siemens Sun Microsystems Sybase Tata Consulting Services Trend Micro VMwareWe just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2018.

Using a Self Serve Approach for Contact Center Assessments

Taylor Reach Group

This is a diagnostic tool where you are able to benchmark the center against a variety of best-practices in comparison to other centers, industry, geography, size and a variety of other factors. The reports are straightforward and give a highlight compared to the benchmark, be it best-in-class or different comparators (industry, size of center, centers in your geography etc.). This is where consultants and consulting firms , such as Taylor Reach Group (TRG), are able to assist.

Medical Marijuana Producer Assessing Their Contact Center Operations in Advance of the Introduction of Recreational Cannabis

Taylor Reach Group

CX and Contact Center Consultancy, The Taylor Reach Group, Inc. To complete this Strategic Assessment Taylor Reach’s vendor agnostic consultants, each with 20+ years of operational and managerial Contact Center expertise, will perform on-site analysis, auditing and stakeholder interviews for the cannabis producer. The audit will benchmark the center across 8 categories, 29 sub-categories, 700+ data points and against 2500+ other Contact Centers.

Press Release: Taylor Reach Group Selected to Optimize Vision Care Leader

Taylor Reach Group

a globally-recognized call and contact center consulting and managed services firm focused on optimizing customer engagement, has announced that it is working with a worldwide leader in personal vision care. A global Contact Center, Call Center, and Customer Experience consulting firm.

Four Keys to Marketing Operations Success

ClearAction

To get an in-depth understanding of current MO functions, this benchmarking study solicited feedback from more than 80 technology companies. The post Four Keys to Marketing Operations Success appeared first on ClearAction Customer Experience Consulting.

How Low Can You Go?! Customer Success for Your SMB Segment

CSM Practice

Some of the questions asked in the survey were similar to the core TSIA benchmark. The TSIA core benchmark is the gold standard with results that are similar to the high touch model using a 15:1 CSM ratio.

Best Practices for your Quality Monitoring Form

Customer Relationship Metrics

If the information above has caused confusion or does not give you what you need then you should register for a complimentary consultation. Call Center Benchmarking Call Center Quality Quality Assurance Quality Monitoring customer satisfaction surveys monitoring form quality monitoring form

Chat in the Contact Center – an Expert Panel Weighs in – Part 1/3

Taylor Reach Group

You may or may not have reviewed Comm100’s 2016 Livechat Benchmark Report. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. Garry Schultz – Senior Consultant - Ottawa. Turaj Seyrafiaan– Senior Consultant - Toronto.

Chat in the Contact Center – an Expert Panel Weighs in – Part 3/3

Taylor Reach Group

Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. This can be great when it works, but even as the 2016 Live Chat Benchmark Report states, agents are handling more chats as time continues – what you’re doing is placing a demand on that agent. Garry Schultz – Senior Consultant - Ottawa. Turaj – Senior Consultant - Toronto. Peter Elliot – Senior Consultant – Europe.

How to Strategically Compete Against Your Peers… And Yourself

Beyond Philosophy

The methods used to understand competitors most often involve one or more approaches to benchmarking. Benchmarking goes beyond competitive analysis to interpret how peer organizations do what they do in terms of quality, time, cost and overall customer value dimensions. As identified by noted benchmarking theorist and management scientist H. James Harrington, “Benchmarking is creating better solutions upon a firm knowledge base. Michael Lowenstein, Ph.D.,

Traits of the best call centers – Part 1

TMP Direct

Statistics can be seductive … it’s a thrill to improve upon a benchmark or surpass a performance indicator. Consulting Franchising business decision supportTraits of the best call centers – Part 1.

How to Strategically Compete Against Your Peers… And Yourself

Beyond Philosophy

The methods used to understand competitors most often involve one or more approaches to benchmarking. Benchmarking goes beyond competitive analysis to interpret how peer organizations do what they do in terms of quality, time, cost and overall customer value dimensions. As identified by noted benchmarking theorist and management scientist H. James Harrington, “Benchmarking is creating better solutions upon a firm knowledge base. Michael Lowenstein, Ph.D.,

Founder of Customer Services Audit, and Creator of Snapshotz™ Online Makes Guest Appearance

Taylor Reach Group

Deepak met with a number of consultants and potential clients while on his Canadian tour from Vancouver to Toronto and this week is attending the PACE event in Washington. Snapshotz™ has evolved from simply a benchmarking tool, to becoming the certification authority for 5 national contact center organizations and today hundreds of centers are certified each year by Snapshotz™ certified auditors.

What Do The Financial Times, ROI, and CX Have In Common?

Beyond Philosophy

My company, Beyond Philosophy was named as one of the Best Management Consultancy firms in the UK by the Financial Times. When I started my global Customer Experience consultancy in 2002, I had not been a consultant. For me, the answer was, “Start my own consultancy.”

Guest Blog: How to Engage Customers with Your Brand

ShepHyken

In the words of Gallup, a management consulting company, customer engagement is a customer’s psychological or emotional attachment to a product, company, or brand.

The Messenger Is The Message: A New Era For B2B Content Marketing

Influitive

Only 30% of B2B marketers say their organizations are effective at content marketing, according to the 2016 B2B Content Marketing Benchmark Report. There are two main reasons for this: Most of your customers are suffering from what Mark Schaefer (a globally-recognized marketing consultant and a speaker. B2B content marketing as we know it is broken.

B2B 63

Is CX Dying? 7 Ways to Save Customer Experience at Your Organization

Beyond Philosophy

As a global Customer Experience consultant since 1998, before Customer Experience was a glint in its father’s eye, here’s what I say you need to do. Also, consider hiring outside consultants to talk to them about Customer Experience. Hire consultants to run a workshop.

4 Ways to Measure Consumer or Patient Satisfaction

Stafford Communications

Net Promoter Score (NPS) NPS originated at Bain consulting and is a zero-to-10-point scale, asking if you would recommend a product or service. So it’s not as easy to benchmark yourself with other organizations. Consulting & Compliance.

When It Comes To CX, Sweat The Small Stuff

Beyond Philosophy

In our customer experience consultancy, clients tell us customers make decisions based on price or features. If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire.

RichCall Blog - Summary of Key Contact Center Technologies and Experts

Jon Arnold

RichCall is a contact center vendor I didn't know previously, and they recently compiled a pretty extensive summary, based on industry research and insights from analysts/consultants/experts in this space. Otherwise, there's some useful stats from Dimension Data's 2017 benchmark report, and if you like what you see , am sure RichCall will be happy for any sharing - and likewise for keeping our names out there.

The Four Things You Must Do to Keep Customers Talking about Your CX

Beyond Philosophy

Author and speaker Dr. Chip Bell is a world-renowned authority on innovative service and customer loyalty consulting. As a global Customer Experience consultant these past two decades, I’ve worked with many organizations where they seem to have blinders on.

Digital Transformation: The Unexpected Opportunities and Surprising Problems for Customer Experience

Beyond Philosophy

We spoke with Amit Sharma, CEO of Narvar and consultant to brands like Apple, Levi’s and Walmart, about how to keep up the emotional engagement with your customers even when interacting through technology. I don’t go to a store looking for a product these days.

Employee Happiness is the Key to an Excellent Customer Experience

Beyond Philosophy

In our global Customer Experience consultancy, we start with some of the tools and techniques we use with Customer Experience but apply them to employees. As Customer Experience consultants, we believe in servant leadership.