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Article : Four Top Trends for Contact Centers
If not, you are quickly falling behind the curve. If you have documented CJM’s, well done - you have step one completed. With your CJMs you now know what the customer and the organization are expecting to take place, when and through what channels etc. Of course, our customers don’t have a copy of the CJMs, they just know what we have told them through our marketing, advertising and by our reputation. We need to acknowledge that our marketing and other initiatives, informs and colors customers’ perspective of the organization and consumer expectations on any interaction. When we design customer experience, we must inform the definition with both the CJMs and with the expectations and perceptions that marketing has created.
Today's Tip of the Day - Workforce Management Solutions
More Editorial From The Taylor Reach Group
About Colin Taylor:
For the past 33 years Colin has worked in the call and contact center industry starting as a agent, Today he assists clients improve the operation effectiveness and customer satisfaction achieved by their centers. A frequent speaker and author more than 100 articles on call and contact center operations.
About The Taylor Reach Group:
The Taylor Reach Group is a call center and contact center consultants specializing in customer experience consulting and call and contact center consulting, management, performance, technologies, site selection, tools and assessments. All we do is customer experience and contact center consulting: strategic and tactical. Our contact center and customer experience consultants have helped management in hundreds of contact centers and organizations achieve – and exceed – their business goals.
Published: Friday, June 16, 2017
2020 Buyers Guide Recording
|2.)||Lieber & Associates|
Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
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