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. How Does Snapshotz Online Benefit the Contact Center Consultant? Snapshotz Pricing For Consultants.

Understand The Current State of Your Customer Experience - Without Hiring a Consultant

CX Journey

Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you're delivering your customer experience - without hiring a consultant to do the work with or for you.

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DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report

DMG

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics.

Five traits enable RCDA Consultants to drive desired contact center results

Robert Davis

By Rich Hand , RCDA Consultant. In contact centers, we strive to provide our clients and their employees and customers with an excellent experience. Our recent NPS score by a client [link] affirms our methods work.

The New Standard: Why Employee Obsession Matters

Bryce Maddock & Jaspar Weir Co-Founders, TaskUs Next Generation Customer Experience CX Consulting | Digital Transformation | Outsourcing. that Bain & Company, the internationally renowned consulting. Consulting firms are often associated with long hours, extreme.

Increasing Costs in the Contact Center Due to Increased Efficiency

Taylor Reach Group

AHT Call Center Consulting Call Center Performance Contact Center Contact center consulting Forecasting Forecasting- WFMBy: Turaj Seyrafiaan. A few years back, I meet with a potential client. During these meetings, I routinely asked about the current operation of the Contact Center, what changes they had initiated (along with the results) and what pain points they were currently facing.

With customer experience design, functional is good. But don’t stop there – by Beth Richardson

ijgolding

She will be supporting all aspects of consultancy and training delivery in the coming months – we are very lucky to have her!! “Focus on the whole journey, not just the transaction” In the world of Customer Experience (CX) you will hear this phrase frequently.

Drive to 15 – How Minimum Wage Increases Will Impact Businessess & Contact Centers

Taylor Reach Group

Call centre consulting Contact Center Contact center consulting Economic Development News Ontario Minimum Wage Opinion Telecommunications UncategorizedDrive to $15 - How Minimum Wage Increases Will Impact Businesses & Contact Centers.

Philosophies to Improve Your Customer Experience in 2015

Beyond Philosophy

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour Customer Behaviour Customer experience customer experience industry customer experience management employee engagement There are many philosophies out there.

Hiring the Best Contact Center Agents through Candidate Experience

Call Center Coach

Interviews Candidate Experience ICMI Expo Shaker Consulting Group Tim KennedyHiring the best contact center agent is getting more complex with each passing year.

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

Taylor Reach Group

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. Peter Elliot – Senior Consultant – Europe.

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report

DMG

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. The cloud has become the dominant sales model for contact center infrastructure solutions, ACDs, dialers, IVRs and more,” said Donna Fluss, President of DMG Consulting LLC.

Taylor Reach Group Working with Major Veterinary Hospital on Telephony Sourcing Project

Taylor Reach Group

TRG), a globally recognized consulting firm focused on optimizing clients’ Contact Centers and Customer Experience (CX), today announced they are working with one of the largest veterinary hospital organizations in the United States and Canada. established in 2003, is a globally recognized Call Center, Contact Center and Customer Experience consulting firm. Toronto, ON – December 5, 2017 – The Taylor Reach Group, Inc.

Do You Harness the Power of Habit in Your Marketing Yet?

Beyond Philosophy

“ Most of the time, what we do, is what we do most of the time”. This is former F1 champion Lewis Hamilton stopping in the wrong team’s garage to change tires.

4 Actions to Exceed Customer Expectations

Beyond Philosophy

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience management Customer Experience Program customer experiences Customer Loyalty customer satisfaction Emotional Signature Market Research Moment Mapping Naive to Natural Net Promoter Score Retail Customer Experience Thought Leadership

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report

DMG

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. said Donna Fluss, President of DMG Consulting LLC. About DMG Consulting LLC. 11/1/2017. WFO market is contracting; future is in the cloud.

The Secret Weapon for Call Centers

Taylor Reach Group

Call Center Consulting Forecasting Forecasting- WFMBy: John Cockerill. Regardless of the size of the Call Center(s), you have this in your arsenal. It can be a tool of massive value. Be careful how it gets used.

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report

DMG

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. The opportunities and benefits are substantial for speech analytics vendors and the companies that use these solutions,” said Donna Fluss, President of DMG Consulting LLC.

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report

DMG

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC. 8/22/2017.

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC. 8/22/2017.

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. The market desperately needs new self-service technology that is more accurate, personalized and responsive to customers’ needs,” said Donna Fluss, President of DMG Consulting.

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report

DMG

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics.

BLOG – SIKORSKI’S THINK ABOUTS – QUALITY ASSURANCE PROGRAM: MEASUREMENT PROCESS

Sikorski's Think Abouts

Warmest regards, Laura Sikorski – Independent Call Center Consultant. The measurement process should take into account all customer interactions – Voice, Email, Chat, Social Media, ++. Side-By-Side Monitoring. Sitting next to the Agent & “Double Jacking” into the telephone set.

4 Ways to Gain Customers’ Trust in Data Security

Beyond Philosophy

Home Depot is the latest big brand to suffer a large-scale data breach, affecting over 56 million payment cards.

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements.

You don’t have to do it alone (the value of asking for the right help)

Robert Davis

By Lisa Pustelak , RCDA Senior Consultant. Lastly, seek help from a coach or consultant in your field. It’s the last day of the month, and as a bonus, it’s also the end of the quarter.

Book Review – Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation

ijgolding

The book is written by Carolyn Blunt (Managing Director of Real Results ) and Martin Hill-Wilson (Founder of Brainfood Consulting ). It is impossible to ignore the fact that customer service has gone all social on us.

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report

DMG

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. After more than 20 years of little innovation, the WFM vendors are waking up, and there are significant changes in this sector,” said Donna Fluss, president of DMG Consulting.

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Beyond Philosophy

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. These are almost guaranteed not to be memorable, not to be talked about (unless neutrally or negatively), and not creating outside-in advocacy and value creation.

B2C 21

6 Steps to a Great Apology

Beyond Philosophy

Everyone makes mistakes. You charged for the wrong plan on a Customer’s mobile bill or sent an ‘Extra Small’ instead of a Medium on the Jacket a Customer ordered online.

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Beyond Philosophy

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

3 Examples of Change for the Better in Airlines

Beyond Philosophy

Blogs Customer Retention CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience industry Customer Loyalty Customer Management Customer Mirrors customer satisfaction Emotional Experience employee engagement Employee Experience Events & News Net Promoter Score subconscious experience

BLOG – SIKORSKI’S THINK ABOUTS – QA PROGRAM: SPEECH ANALYTICS

Sikorski's Think Abouts

Warmest regards, Laura Sikorski – Independent Call Center Consultant. Business Management Business Operations Call Center Operations Call Center Technology Contact Center Operations contact center technology business operations call center consultant Company Standards contact center Customer experience customer loyalty customer service Empathy Increase performance Quality Monitoring Sikorski's Think Abouts speech analyticsFor me.

Irma and Harvey, Test Disaster Preparedness, Recovery and Business Continuity

Taylor Reach Group

Business continuity Call Center Consulting Call Center Management Call Center Performance Disaster RecoveryBy: TRG Team: John Cockerill , Colin Taylor , Turaj Seyrafiaan , Peg Ayers , Garry Schultz , JD Fairweather . A disaster? It’ll never happen to your business or Contact Center. There hasn’t been a major storm in your area in living memory. That kind of stuff happens to centers in Tornado Alley and Key West, not where you are.

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. Garry Schultz – Senior Consultant - Ottawa. Turaj – Senior Consultant - Toronto. 25+ years of contact center experience, Domestic and International: Telco and Consulting, David Bradshaw – Senior Consultant - Toronto. 25+ years of contact center experience, Domestic and International, Client-Side and Consulting, Atlanta.

3 Ways to Use Mobile To Your Advantage

Beyond Philosophy

Are you reading this on a mobile device? If all the statistics about mobile technology are true, the answer is likely yes for 70% of you—maybe more! Chances are, 70% or more of your Customers are reading/Googling/posting on mobile devices about your organization, too.

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. Call Center Audit Call Center Performance Call Center Tools Call centre consulting SnapshotzWe recently had the opportunity to host the founder of Customer Services Audit and creator of Snapshotz™ Online , Deepak Selvaratnam , at Taylor Reach Group’s Headquarters, for a cheese and wine reception.

Music: A Marketing Tool

Beyond Philosophy

Music has a unique effect on our brain, especially concerning memory. Apple brilliantly capitalizes on all of them in its holiday ad. When it comes to branding there might be no better way than using music to help a Customer remember your brand promise.

Watch A Great Emotional Ad That Is Critically Acclaimed

Beyond Philosophy

Great ads create a great emotional connection, and many times, don’t even involve a product or service. The clamor on Social media and with my friends and family in England has been, “Have you seen that Sainsbury’s Christmas ad? It’s great!”. Sainsbury’s Christmas Ad.

Sales 15

5 Tests to Reveal How Customer Centric Your Channel Strategy Is

Beyond Philosophy

Do you allow Customers to use whatever channel they wish to communicate with you, or do you restrict them to one or two channels? The answer to this question can show how Customer centric your company is. Whether Customers are on the phone with your call center, chatting with your digital team online or talking face-to-face with an employee in a brick and mortar location, your channels need to present a united front to your Customers, providing them with the Customer Experience you designed.