Taylor Reach Group

NOVEMBER 11, 2019

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. About Taylor Reach Group.

Consulting 58

Consulting Consulting Contact Center Best practices 58

PeopleMetrics

MARCH 12, 2018

This is the familiar exercise of external benchmarking, or comparing key metrics of your business against others in your space. External benchmarking is insightful, of course, but have you ever considered utilizing the power of internal benchmarking? Why internal benchmarking? Start with the best. More #CXSecrets.

Benchmark 70

Benchmark Feedback Metrics Best practices 70

Beyond Philosophy

APRIL 6, 2016

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. It is not copying the best.”

Gamification 236

Gamification Benchmark Automotive Wireless 236

Taylor Reach Group

APRIL 4, 2018

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 Taylor Reach Group, Inc.,

Consulting 51

Consulting Consulting Contact Center Call Center 51

Altivon

JULY 27, 2020

Idaho Power took top honors in the 16th Annual Energy Utility Benchmark Report on Interactive Voice Response (IVR) systems, released July 1, 2020 by IVR Doctors. Altivon has been working with Idaho Power now for many years and we are thrilled to see their emphasis on understanding their customers and improving the customer experience.

Interactive Voice Response 52

Interactive Voice Response Benchmark Contact Center Self service 52

Amity

NOVEMBER 21, 2016

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.

Benchmark 59

Benchmark SaaS Best practices Metrics 59

COPC

AUGUST 5, 2021

New release includes new and updated best practices to help organizations improve the customer experience and increase revenue while lowering cost. a global consulting, training, certification, benchmarking and research firm that has set the standard in customer experience (CX), is pleased to announce Release 7.0

Customer Experience 45

Customer Experience Benchmark Employee engagement Best practices 45

Beyond Philosophy

APRIL 6, 2016

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. It is not copying the best.”

Gamification 150

Gamification Benchmark Automotive Wireless 150

COPC

SEPTEMBER 9, 2022

“Our quest to deliver global best practices with our designations makes the stakeholder relationship with COPC important. has garnered for its performance management COPC Customer Experience (CX) Standard of excellence in conjunction with the CCMG Professional Body will improve employability and bring more business opportunities.

Best practices 101

Best practices Benchmark Consulting Consulting 101

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. into company routines.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

Customer Relationship Metrics

MAY 12, 2017

Consider that best practices for your quality monitoring form is entirely different from what you have been standing behind. When quality monitoring forms are updated people merely make slight adjustments instead of implement the best practices. What call centers most often possess are common practices, not the best.

Best practices 62

Best practices Call Center Inbound sales First call resolution 62

COPC

SEPTEMBER 30, 2022

The innovative technology aligns quality results with the customer experience and key business metrics. helps companies deploy the best practices found in the COPC CX Standard through consulting, research, certification and training. As a leader in the contact center industry, COPC Inc. About COPC Inc.

Calibration 64

Calibration Best practices Quality management Benchmark 64

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). That’s where customer experience platforms come in.

Feedback 83

Feedback Consulting Consulting Enterprise 83

CSM Magazine

JANUARY 26, 2023

an award-winning digital customer experience (CX) solutions provider for innovative technology and other blue-chip companies, announced today the launch of its first Digital CX Center of Excellence in Singapore. Angie Tay, Group Chief Operating Officer, TDCX TDCX Inc., These clients are now looking for global strategic support.”

Customer Experience 52

Customer Experience Benchmark Advertising Technology 52

COPC

MAY 22, 2023

The COPC Standards Committee is a group of global leaders that oversees and maintains the COPC Customer Experience (CX) Standard , recognized as the industry standard for managing and improving CX operations since 1996. Scott Horace brings 25+ years of experience in the customer service industry to the COPC Standards Committee.

Benchmark 52

Benchmark outsourcing industry standards Best practices 52

Taylor Reach Group

FEBRUARY 22, 2019

Fixed means the failure is designed out of the product, out of the customer experience (CX), while remedied may mean the failure is still in the product but there is a workaround. Here are three examples from the industry; 1) The smartphone applet community is a great example of best-practice; low CES with transparent delivery.

Customer Experience 94

Customer Experience Benchmark Contact Center Customer advocacy 94

COPC

SEPTEMBER 19, 2022

is pleased to announce that ccc by stc has met the COPC Customer Experience (CX) Standard requirements. The company provides a spectrum of seamless solutions that span outsourced customer care, technology services, digital business, consulting, back-office, and other specialized services for enriching customer experience.

Business Process Outsourcing 52

Business Process Outsourcing Benchmark outsourcing Construction 52

COPC

DECEMBER 1, 2022

The COPC Customer Experience (CX) Standard is a performance management system for CX operations, including contact centers, unassisted transactions, face-to-face environments, and field service dispatch. Once drafted, some of the founding members agreed to require their customer experience suppliers to adopt the Standard.

Best practices 71

Best practices outsourcing Employee engagement Metrics 71

Totango

JULY 17, 2024

Three tricks we used to accomplish this include: Be RACI: Using a responsibility assignment matrix (aka a RACI—Responsible, Accountable, Consulted, Informed—matrix) has helped us to clearly define the roles and responsibilities between our CS and sales teams. At the same time, you can build out new opportunities to drive that value.

Sales 97

Sales Metrics Accountability Benchmark 97

COPC

APRIL 7, 2022

’s global benchmarks. SBI Card underwent a rigorous COPC ® Process Certification Audit to evaluate COPC Customer Experience (CX) Standard compliance. After evaluation, SBI Card remediated operational gaps and incorporated additional best practices to improve overall performance.

Customer Service 40

Customer Service Benchmark Best practices Customer centricity 40

Taylor Reach Group

FEBRUARY 8, 2019

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.

Healthcare 80

Healthcare Contact Center Consulting Consulting 80

Satrix Solutions

JANUARY 2, 2019

With that said, experiential learning and in-person connections are still as important as ever, especially for customer experience professionals. If you’ve been to the Customer Success Summit in the past five years, you’ve likely seen our founder and president standing on the stage. Adobe Experience Summit. Dates: TBD.

Customer Experience 60

Customer Experience Best practices Benchmark SaaS 60

COPC

APRIL 19, 2022

The individual-level COPC Contact Center Management training improves customer experience operations based on the ? COPC Customer Experience (CX) Standard — the industry’s most highly recognized performance management system. ? . has helped transform operations supporting customer experience.

Business Process Outsourcing 52

Business Process Outsourcing Transportation Customer Service outsourcing 52

Taylor Reach Group

FEBRUARY 20, 2021

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 regional donated organ procurement agency in the US. A global Contact Center, Call Center, and Customer Experience consulting firm.

Contact Center 48

Contact Center Healthcare Best practices Benchmark 48

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Presented by: Dave Kellogg , principal, Dave Kellogg Consulting. Get Dave’s rapid-fire takes on whether startups should track customer lifetime value, if time to value is actually worth monitoring, how to comp both sales and CS on expansion, and much more.

SaaS 98

SaaS Benchmark Metrics Consulting 98

JivoChat

AUGUST 18, 2021

Businesses that seek to improve customer experience (CX) are poised for success. This kind of customer-centric mentality can drive new business, boost customer retention rates, and create new benchmarks for goals. Customer experience comes into play along each step of the customer journey.

Customer Experience 52

Customer Experience Chatbots Customer retention Feedback 52

COPC

MAY 19, 2023

Organizations often dedicate substantial time and effort debating whether to use Customer Satisfaction (CSAT) , Net Promoter Score (NPS) or Customer Effort Score (CES). Consultants have set up entire businesses profiting from this discourse. Examples include purchasing, interacting with customer service, or visiting a website.

Metrics 70

Metrics industry standards Customer effort Consulting 70

COPC

APRIL 19, 2023

Let’s explore how to achieve harmony and stimulate the ideal behaviors across your customer experience (CX) operations. Viewing performance separately can help uncover both areas of opportunity and best practices. There are three main types of tests — the best practice is to complete the following: a.

Metrics 72

Metrics Schedule adherence Benchmark Average Handle Time 72

COPC

JULY 20, 2023

However, in our consulting work, we find that this vital metric’s management and targets have yet to evolve from the original definition. Organizations are missing opportunities to view this metric differently to manage customer service delivery and its associated costs more effectively.

Service level 70

Service level Abandon rate contact center workforce Contact Center 70

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

Taylor Reach Group

NOVEMBER 22, 2017

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. Year over year progress against the best practice can be charted and proven easily, especially if the subscription is renewed annually.

Contact Center 71

Contact Center Consulting Consulting Best practices 71

ClearAction

JANUARY 20, 2018

What does “best practices” in Marketing Operations (MO) look like, and how do industry-leading companies operate and integrate this highly valuable function? To get an in-depth understanding of current MO functions, this benchmarking study solicited feedback from more than 80 technology companies. Key Findings.

Marketing 66

Marketing Best practices Benchmark Enterprise 66

Eptica

JULY 22, 2020

Date: Wednesday, July 22, 2020 Author: Anne-Merete Jensen - Senior Business Consultant Why now is a great time to optimise your customer service - Part 2: Analyse your business. Clearly ensuring you keep skilled staff for as long as possible is vital for continuity, productivity and overall customer service.

Customer Service 71

Customer Service Self service Multichannel Best practices 71

Amity

JULY 13, 2016

Bain & Company - Bain’s Loyalty Insights newsletter is a bi-monthly email series that discusses how to focus your entire company on customer loyalty. Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs. Subscribe here. Subscribe here.

SaaS 81

SaaS Best practices industry standards Consulting 81

Eptica

MARCH 27, 2019

In this next instalment in our ongoing series of book reviews, I’m going to share three books that all touch on the importance of understanding the Voice of the Customer. In this book, customer experience champion Maurice FitzGerald suggests that the key to success is not assuming you know what your customers want.

Airlines 66

Airlines Best practices Benchmark Engineering 66

Taylor Reach Group

JUNE 5, 2018

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.

Contact Center 48

Contact Center Consulting Consulting Benchmark 48

Taylor Reach Group

NOVEMBER 21, 2019

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. New supervisors and managers need “Management 101” as soon as they’re promoted.

Contact Center 63

Contact Center Benchmark Business Process Outsourcing B2C 63