Where does time go? Time is scarce and most of us, unfortunately, are constantly connected to our electronic gadgets 24/7.  We quickly go through our Blackberry, iPhone and Droid X, Y & Z to see what messages we can easily delete before we go through the drudged task of responding to endless emails.  We always said that information would make us make better informed and would help us make better decisions. But, I guess we have to be careful for what we wish for....since now we seem to have too much data, statistics and all of those new and not so new social media sites to visit and absorb.
 
For our customers, information about our company's brands and services are now available at the "click of a mouse."  Even Baby Boomers are Facebooking and Twittering and staying connected via social media platforms.  What does this all mean for those in the customer service industry? It means that customers, across every industry, who still want to have an encounter with a person and not a machine, probably have a more complicated issue that needs to be addressed. Customer service takes on a whole new meaning.  Customer service teams need to be even better trained, have longer tenures, and understand that these new, more challenging encounters make it even more important to engage your consumers for today and connect with them for tomorrow.
 
Engaging with our customers is what we have always done and will continue to do. We feel that our new newsletter will allow us to more effectively communicate where we think the field of service delivery is going and how we can help our family of clients get there.....ahead of the curve.  We hope you like it and any feedback will be greatly appreciated! Sharing and communicating information is key and we have a full calendar of interesting story topics on customer service and retention.  Besides our monthly newsletter, you will be able to connect with TCFCR on a regular basis and keep abreast of hot topics via LinkedIn, Facebook and Twitter. 

TCFCR is offering three Benchmarking Insights Studies in 2011. These studies offer a myriad of benefits and will provide your company with the information they require to remain a leader in their industry. Contact us with questions or to enroll today!   

Consumer Satisfaction / Loyalty Benchmarking Study   

March 10-May 25   

Determine the ability of your company and contact center to meet customer expectations; the value your customers place on the fulfillment; and the ultimate impact of the customer-company experience on customer satisfaction, retention and loyalty....[read more]      

Contact Center Communications & Connections Study   

June 1-August 25   

Determine the level of connection between your contact center representatives and your brand - are they proud of your products and your company; are they brand-advocates; do they use your products themselves? Ascertain their views on the training and direction you provide them and the value and effectiveness of intra- and interdepartmental communication...[read more]

Social Media Benchmarking Study   

August 1-October 26   

Determine how the social media policies and practices of your company and contact center match with consumer expectations and behaviors. Learn what percent of your customers use social media and their demographics, as well whether that group is growing...[read more]