Food & Beverage Industry

2017 Customer Experience Trends – Free eBook!

2017 Customer Experience Trends – Free eBook!

TCFCR’s 2017 Customer Experience Trends is now available as a free eBook! In this free customer experience eBook authored by Richard R Shapiro, you’ll learn what to expect in 2017. Innovation that lets firms reach out and touch their customers is moving at warp speed, building on expectations that were unthinkable just five years ago. …Continue Reading

Coaching Call Center Reps For Success

Coaching Call Center Reps For Success

Welcomers make more than great call center agents, they also excel in leadership positions.  A Welcomer as a leader or coach will encourage all call center representatives to be more welcoming, this video gives you tips on how to coach your agents for success. Watch our Welcomer Tip of the Month to find out some …Continue Reading

7 Tips For Improving Call Center Training

7 Tips For Improving Call Center Training

“There’s always room for improvement,” is how the saying goes.  If you think this is true of your call center training, then these 7 tips will be helpful to you: 1. Have the right people training your employees: Your trainers should be experts in the subject matter.  Ideally, they should have been an agent themselves.  …Continue Reading

Are you in the game? – Day 2 of the SOCAP Symposium

Are you in the game? – Day 2 of the SOCAP Symposium

Day 2 of the SOCAP Symposium did not disappoint.  Today was filled with great sessions that gave me tons of terrific notes to bring back to the team.  The day opened with a great speaker, Gabe Zichermann (my personal favorite of the Symposium) who spoke about gamification – what an amazing concept for contact centers. …Continue Reading

Survey length doesn’t matter

Survey length doesn’t matter

One of the questions we are frequently asked by clients is: “Is our survey too long?”  Our reply is that the survey length doesn’t matter.  Well, it does matter a little bit, but we have found that if you… Ask the right questions of the right people, utilizing the appropriate methodology, that survey length really …Continue Reading