Taylor Reach Group

MAY 11, 2021

When revenue is down or CSAT is lower than expected, heads turn to call centre operations leaders… and the pressure is on! Developing Guiding Principles that Align Company Mission, Vision & Strategy with Call Center Mission, Vision & Strategy. How can this gap be addressed?

Customer Service 145

Customer Service Front-line service Call Center Accountability 145

bold360 Blog

MARCH 16, 2020

You can also utilize messaging services like WhatsApp to expand your customer reach outside the physical store. A final important area of focus is enabling self-service capabilities. As volume grows across your digital channels it is key to manage the additional strain on your contact center.

Customer Experience 59

Customer Experience Front-line service Self service Contact Center 59

Connecting the Dots

APRIL 21, 2017

Scott Broetzmann is the Co-Founder, President and CEO of Customer Care Management & Consulting (CCMC) and Mary Murcott is the President of the Customer Experience Institute for Dialog Direct. Carey Center for Service Leadership. When people call a call center, what they are really looking for is a relationship.

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Customer Care Scripts Front-line service Contact Center 48