Measuring ROI, What Consumers Dislike Most, and more!

TCFCR Newsletter	June 2012

Do you know how to calculate your Contact Center's ROI?

Too many contact centers are considered 'Cost Centers' and the majority of senior executives don't understand the value of these departments that serve their customers. Every department has a value; managers of contact centers need to be able to document and demonstrate their worth.

What are the four primary components of an ROI formula to consider? Read more to find out.

The Welcomer Edge
Selected Quote From The Welcomer Edge

The Welcomer Edge: Unlocking the Secrets to Repeat Business

"The Greet sets the stage for the rest of the transaction. It makes sense to make a person feel like you are eager to help her find what she needs before you actually assist her with what she needs."

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

Customer Service In The News

#1 Bad Customer Service Complaint -

Being transferred multiple times and having to start over with their story every time.

To find out more about consumer's tipping points and what else is most disliked, check out this infographic.

Did you know?
Latest Stats From TCFCR

On average, 69% of consumers who call a Contact Center feel their loyalty to the brand is positively impacted.

Contact us to find out how your service impacts consumers and the bottom line.

Featured Articles

The Power Of A Simple Thank You

Making Good A First Impression

7 Customer Service Trends

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What's Trending On Twitter?
Top #CustServ Tweets

Twitter

86% of US adults will pay more for a better customer experience http://bit.ly/w13jQU

By @themanagr

The modern customer wants to be served, not sold.

By @KnowledgeBishop

Engage today, communicate for tomorrow.

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. Read more.

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