Taylor Reach Group

MAY 11, 2021

Develop a ‘Guiding Principal’ document to guide agents with their decisions during customer contact and invest the time to conduct workshops and training of all staff. Institutionalize ‘Guiding Principles’ and incorporate them into all existing and new procedures, training programs, QA and post call CSAT etc.

Customer Service 145

Customer Service Front-line service Call Center Accountability 145

Connecting the Dots

MARCH 22, 2023

A key problem, said co-author Scott Broetzmann, is that many products and services are just more sophisticated and interconnected these days, thanks in part to technology. customer service representatives was just $36,920 in 2021, the latest year covered by federal data compared with $45,760 for all workers at the time.

Front-line service 62

Front-line service Consulting Consulting Surveys 62

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. We need to train empathy. They will train how to look up the policies and procedures.

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48