Contact Center Representative/Brand Connection, #Welcomer and more!

TCFCR Newsletter	May 2012

Do Contact Center representatives feel connected to the brand?

Representative

Research has shown that the more connected a representative is to the brand they represent, the greater the probability that they will be able to effectively communicate with current and potential customers about the product's benefits and features.

We conducted a benchmarking study to find out how connected contact center employees felt to the brands they were representing and how effective they thought the inter-departmental communication was. Click here for some of the findings.

The Welcomer Edge
Selected Quote From The Welcomer Edge

The Welcomer Edge: Unlocking the Secrets to Repeat Business

"There is more than just delivering good service - Good customer service is good for today. Having a Welcomer provide good customer service will make you return tomorrow. That's a big difference."

To learn more about The Welcomer Edge, read reviews or purchase the book, please visit our website.

Customer Service In The News

A study was just released which shows consumers feel more empowered than ever, therefore they have increased expectations.

Check out this infographic showing the evolution of the customer experience.

Did you know?
Latest Stats From TCFCR

Two-thirds of contact center representatives consider the contact center to be their profession and/or would like to be in management.

Find out what your representatives are thinking and how it impacts the bottom line. Contact us to learn more!

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What's Trending On Twitter?
Latest #CustServ Tweets

Twitter

Great Service is Great Theater. Perform your customer service role today like you mean it. http://ow.ly/aAr8l #custserv by @billquiseng

Show up early, stay late, do your best, always say thank you, give people more than they expect, and follow up. #custserv by @Hyken

A #Welcomer isn't simply interested in customers; they are interested in people. #custserv by @RichardRShapiro

#Welcomer

A Welcomer is an associate who draws new customers to a business, engaging and providing them with a level of service, which converts them to loyal patrons.

Tweet when you meet a Welcomer or have a great experience; remember to include the #Welcomer hashtag!