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Got the Guts to Post All of Your Customer Reviews?

Got the Guts to Post All of Your Customer Reviews? | Customer Service | Scoop.it
Do you have the courage to post all of your customer reviews, including the worst ones? John DiJulius shows why it actually might be a great idea.

Via Colin Taylor TRG
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Colin Taylor TRG's curator insight, November 28, 2:10 PM

As someone who measures CSAT and NPS each quarter and shares it with clients. I think this is a good practice #custserv #cx

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Avaya Weighing Bankruptcy Filing, Sale of Call-Center Software Unit

Avaya Weighing Bankruptcy Filing, Sale of Call-Center Software Unit | Customer Service | Scoop.it
Telecommunications company Avaya Inc. is weighing a chapter 11 bankruptcy filing and nearing a deal to sell its call-center software unit in an effort to pare its heavy debt load after years of losses.
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Five G4S police control room staff suspended amid 999 'test calls' investigation

Five G4S police control room staff suspended amid 999 'test calls' investigation | Customer Service | Scoop.it
John Cockerill's insight:
You would think this was obvious, but when 'goals' are involved it tends to warp thinking. #cctr #gov
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Mitel buys U.S. based Polycom in $1.96 billion U.S. deal

Mitel buys U.S. based Polycom in $1.96 billion U.S. deal | Customer Service | Scoop.it
Ottawa's Mitel has purchased an American company that specializes in video conferencing and technologies that allow companies to host virtual meetings over the Internet, for $1.96 billion U.S.
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Contact Center Quality Assurance | The Taylor Reach Group Inc.

Contact Center Quality Assurance | The Taylor Reach Group Inc. | Customer Service | Scoop.it
In this discussion Colin and John discuss contact center quality assurance, its goals, and common designs, compliance versus quality and localized service

Via Colin Taylor TRG
John Cockerill's insight:

Discussion of #contactcenter #quality, insource or outsource as well as quality versus compliance- #cctr #custserv

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Colin Taylor TRG's curator insight, March 23, 3:14 PM

Discussion of #contactcenter #quality, insource or outsource as well as quality versus compliance- #cctr #custserv

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Why Software as a Service needs better Customer Service

Why Software as a Service needs better Customer Service | Customer Service | Scoop.it
There are many forms of Customer Service. Almost every company in every type of business needs a team to answer questions, support its products, and generally be the guardians of the relationship with
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Home Depot - a digital DIY use case in interconnected retail

Home Depot - a digital DIY use case in interconnected retail | Customer Service | Scoop.it
Home improvement store Home Depot is building its own interconnected retail experience, with President of Online Kevin Hoffman seeing tangible results.

Via Colin Taylor TRG
John Cockerill's insight:

At Home Depot 50% of on-line interactions end with a plan to go to a Physical store -#custexp #custserv #cctr

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Colin Taylor TRG's curator insight, March 11, 8:23 AM

At Home Depot 50% of on-line interactions end with a plan to go to a Physical store -#custexp #custserv #cctr

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Microsoft opens made-in-Canada Azure to reseller partners

Microsoft opens made-in-Canada Azure to reseller partners | Customer Service | Scoop.it
Select Microsoft customers and partners can now use Azure cloud services and keep their data on native soil, Microsoft Canada announced on Monday. Azure, the
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Metrics That Matter - AHT - Average Handle Time

Metrics That Matter - AHT - Average Handle Time | Customer Service | Scoop.it
Average handle time, what it means to you and why it's an important metric within the call and contact centers. Average handle time is a wonderful tool. Everybody uses it or at least they believe they
John Cockerill's insight:

AHT, why is it important? And what to NOT use it for. #cctr #custserv

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Workers at 999 call centre to go on strike tomorrow

Workers at 999 call centre to go on strike tomorrow | Customer Service | Scoop.it
Operators at one of the country's three 999 call centres are to strike tomorrow in a row with management at the company.
Staff in Navan in Co...
John Cockerill's insight:

OK, so you all need to delay any disaster or emergency's till this is over. Sure that will work! #cx #custserv

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Whitehorse Daily Star: Government unveils new 911 call centre

If all goes well, Yukoners will soon be able to dial 911 for emergencies in any community in the territory that has cell service.
John Cockerill's insight:

Finally the Yukon get's #911, about time. #custserv #cx

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Poor customer experience costs Big 4 UK banks billions | Consultancy.uk

Poor customer experience costs Big 4 UK banks billions | Consultancy.uk | Customer Service | Scoop.it

The value of excellent customer services experience can be considerable. In the UK, the largest four banks – Barclays, HSBC, Lloyds and RBS – may be missing out on an average £3.

John Cockerill's insight:

Customer service does pay, here's more evidence. #cx #custserv

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Too exhausted to work: Staff pictured 'sleeping on the job' at 111 NHS call centre

Too exhausted to work: Staff pictured 'sleeping on the job' at 111 NHS call centre | Customer Service | Scoop.it
Sarah Hayes, a former senior call adviser for the non-emergency 111 hotline in the South West, believes the service was ‘unsafe’ for young children and babies.
John Cockerill's insight:

Underfunding and understaffed. Is this anyway to run an emergency line? #cx #cntr #custser #health

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Loyalty doesn’t go the distance with Air Miles: Cohn

Loyalty doesn’t go the distance with Air Miles: Cohn | Customer Service | Scoop.it
It’s bad enough when a business is guilty of bait and switch. But beware bait and devalue, when your point
John Cockerill's insight:
LoyaltyOne loyal to none. The opposite of customer experience
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UK Launch Taylor Reach | The Taylor Reach Group Inc.

UK Launch Taylor Reach | The Taylor Reach Group Inc. | Customer Service | Scoop.it
By: Colin Taylor Well it has been a busy month for Taylor Reach and for our Senior Consultant, Peter Elliot leading our UK team. Not only have we launched
John Cockerill's insight:
Expansion, again. #cctr #cx
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EE is moving its call centres back to Britain - here's why

EE is moving its call centres back to Britain - here's why | Customer Service | Scoop.it
For some angry customers, overseas call centres are a symbol of how disconnected companies really are. EE is trying to change things
John Cockerill's insight:
Offshoring only works sometimes. EE cut customer complaints by 50% through bringing back 1,400 call centre jobs from abroad since 2014.
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Postmaster travels 300 miles to deliver passport on time - BBC News

Postmaster travels 300 miles to deliver passport on time - BBC News | Customer Service | Scoop.it
A dedicated postmaster hand-delivers a passport to an address 300 miles away to make sure it arrives on time.
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Traditional Banks Can Thrive in the Digital Age | International Banker

Traditional Banks Can Thrive in the Digital Age | International Banker | Customer Service | Scoop.it
The ranks of traditional banks have been joined by a new generation of digital-only upstarts that promise all manner of exciting ways to manage your money or interact with financial advisors.

Via Colin Taylor TRG
John Cockerill's insight:

Interesting perspective on the prospects for traditional banks as they compete digitally - #custserv #finserv #custexp

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Colin Taylor TRG's curator insight, March 14, 9:32 AM

Interesting perspective on the prospects for traditional banks as they compete digitally - #custserv #finserv #custexp

John Cockerill's curator insight, March 15, 9:07 AM

Interesting perspective on the prospects for traditional banks as they compete digitally - #custserv #finserv #custexp

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Quietly, symbolically, US control of the internet was just ended

Quietly, symbolically, US control of the internet was just ended | Customer Service | Scoop.it
At a luxury hideaway in Morocco, two years of talks on Icann’s running of the internet finished with a deal to put multiple global stakeholders in charge
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Traditional Banks Can Thrive in the Digital Age | International Banker

Traditional Banks Can Thrive in the Digital Age | International Banker | Customer Service | Scoop.it
The ranks of traditional banks have been joined by a new generation of digital-only upstarts that promise all manner of exciting ways to manage your money or interact with financial advisors.

Via Colin Taylor TRG
John Cockerill's insight:

Interesting perspective on the prospects for traditional banks as they compete digitally - #custserv #finserv #custexp

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Colin Taylor TRG's curator insight, March 14, 9:32 AM

Interesting perspective on the prospects for traditional banks as they compete digitally - #custserv #finserv #custexp

John Cockerill's curator insight, March 23, 9:43 AM

Interesting perspective on the prospects for traditional banks as they compete digitally - #custserv #finserv #custexp

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Plans for new Denver 911 Call Center move forward

Plans for new Denver 911 Call Center move forward | Customer Service | Scoop.it
As Denver grows so are the calls coming into the city's 911 center. 
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Boulder call center operation closing, 270 to lose jobs

Boulder call center operation closing, 270 to lose jobs | Customer Service | Scoop.it
Concentrix, a California-based call center operation, said it's closing its Boulder facility. In a Colorado Worker Readjustment and Retraining Notification

Via Colin Taylor TRG
John Cockerill's insight:

Another  center closes. Lots of change in the industry. #cctr #cx #jobs

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Colin Taylor TRG's curator insight, February 24, 9:16 AM

Concentrix to close Boulder #callcenter - #cctr #custerv 

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Virgin America to open customer contact center in Aurora, hire 100

Virgin America to open customer contact center in Aurora, hire 100 | Customer Service | Scoop.it
The new Virgin America contact center in Aurora will employ 100 people and open March 15, the same day the airline starts flying between Denver and San Fr
John Cockerill's insight:

New #custserv #cntr in Denver. Congratulations!

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The rise of the 'afternoon delight' hotel booking - BBC News

The rise of the 'afternoon delight' hotel booking - BBC News | Customer Service | Scoop.it
A French website that enables customers to book a hotel room for use during the day only is growing fast and spreading round the world.
John Cockerill's insight:

#cx at it's best. Finally a solution to an unstated problem. #custserv and hoteliers make money.

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Under state mandate, counties working to reduce 911 call centers

Under state mandate, counties working to reduce 911 call centers | Customer Service | Scoop.it
On a Tuesday morning inside the St. Clair County 911 center, telecommunicator Sharon Davis takes a 911 call from a woman calling about a domestic attack in Washington Park.
John Cockerill's insight:

Consolidation of many 911 centers. This will be interesting to watch. Very difficult and fraught with risk to public. #911 #cctr #cx 

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