An Accolade for Taction - The Contact Center Agent Laurie W!

Supervisor Robin W. wrote:

Millard G. called on the [Client] line and spoke with Laurie. He explained to her that he recently fractured his arm and has a trip to Europe already scheduled. He is looking for luggage that he can strap together as well as something lighter to pull as he can only use one arm.

Laurie examined several pieces here as well as searched on our website. After discussing several styles with Laurie, Mr. G. asked to speak to with the Supervisor. Mr. G. stated that Laurie went the extra step by taking the time to check out and try' the luggage here as well as searching on the website.

He also stated she was very friendly and seemed genuinely empathetic to his circumstances. He is going to place his order on the web once he calls his traveling partner and recommends they purchase luggage here as well. He said to give Laurie 5 stars!!

Way to go, Laurie! Thanks for going the extra mile!!

For more about Taction - The Contact Center and our Clients, please see our website Taction.Com

Taction - The Contact Center Clients All Medal at MCM Awards!

Previously we posted that we had as many as three clients nominated for MCM Awards this year and the results are in!

Consumer Specialty Products, Sales Under $20 million Silver: Century Novelty, Silver Medal
Food/Gifts, Sales Under $20 million Silver: La Tienda – The Best of Spain, Silver Medal
Food/Gifts, Sales Under $20 million Gold: Wild Pure Delicious by Vital Choice, Gold Medal

Congratulations to all of you, we're very proud to be your contact center partner!

For more results please see: http://multichannelmerchant.com/

2010 MCM Awards Will Be Live-Tweeted

Original Post by Tim Parry on LinkedIn.Com via Groups/ Multichannel Merchant

"2010 MCM Awards Will Be Live-Tweeted


Didn't make it to Orlando for RMC? We will tweet the results of the 2010 MCM Awards LIVE today starting at around 1 p.m. Eastern. Follow @ParryMCM"

We'll be watching and when results are tweeted, we'll send an update.

Good luck to our finalist clients! To see our blog on this event:

http://thecontactcenter.blogspot.com/2010/04/weve-got-bragn-rights.html

Linking Marketing and the Contact Center

This Expert Opinion, by Author Susie Buffam, provides insights every Marketing Agency and Customer Care Manager should review. As an outsource provider that follows the mantra, ""living the client brand", we've found that being left out of the marketing strategy can only result in marginal success for clients, with no real data to point to when the inevitable question fires back to Agency, "what went wrong?"

 Linking Marketing and the Contact Center

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An Accolade for Taction - The Contact Center Agent Kristi O...

Supervisor Laureen wrote:

A customer asked to speak with a supervisor to state what great service she was provided. Ms. Jennie had just got out of the hospital, she had been in numerous times and due to this her hair has become very thin. She was on the phone for quite a while with the agent. The customer stated that the agent was sooooo patient with her and it was appreciated as Jennie said she had to repeat a lot of things and the agent was great. Jennie also stated she is kinda gun shy about ordering with  a Credit Card as she has had a bad experience but felt reassured that all was well with ordering from us. 

Who is this agent who provided such great service? 

KRISTI O. [thanks] for being so kind and patient with this customer and providing excellent service as always!

Laureen

(Day supervisor)

Free White Paper, "Are you Ready For Outsourcing?"

As featured in a past issue of Connections Magazine, Taction - The Contact Center's Amelia LaRoche delivers the article, "Are you Ready For Outsourcing?" providing great food for thought for anyone who is considering outsource call center.

Download the .pdf here: http://www.taction.com/news/news.php

Taction - The Contact Center Announces Agent of the Month for April 2010

Here's a new glimpse into our culture...

Each month our Call Center Agents are rated using our AAA+ process, the scoring system blends scores in Attendance, Business Process Improvements (Internal and/or for our Clients), and Quality Assurance (Transactional and Call Monitoring). Agents that have scores exceeding our standard are considered "In The Green" and are rewarded with non-cash or same as cash incentives. The Agent with the highest AAA+ rating is announced as "Agent of the Month" and receives a more valuable incentive for their achievement as well as public recognition.

We're pleased to name Call Center Agent and part time Supervisor Kristi O. as Agent of the Month for April 2010.

Kristi has been with Taction - The Contact Center for almost 2 years now (August). Kristi says she loves working @ Taction - The Contact Center because of her peers and our clients and their customers. She values helping people and feels that she does this on a daily basis, whether it be assisting a customer trying to find a specific product or answering their questions, in her agent role, or assisting other agents in her role as Supervisor and "go to gal".

Congratulations Kristi, on being Agent of the Month for April 2010, you're a valuable member of our Team!

Client Accolade for Taction - The Contact Center Agent Neal R!

As we have often pointed out, it is rare in our industry to have a customer go out of their way to praise a call center agent, and even more so when they reach beyond the call center and contact the Home Office. Recently Client Services Manager, Michele B. received an email Fwd from one of our clients regarding agent feedback.

Here is the email message Michele shared with us:

“Neal from Customer Service just assisted me in adjusting my order of  last night, and I wish to commend him on his competence and patience at this hour of the morning. He was of great help, and I appreciate his proficiency and manner. He is to be complimented, which I am doing.

Joanne El-F.”

Nicely Done , Neal, that's WOW! Factor, in writing, from your customer AND our client! By the way, Neal generally works the graveyard shift 10pm to 8am... WOW!

Customer Accolade for Taction - The Contact Center Agent Claire B.

Team Leader Michele H wrote:

I had the pleasure of speaking with Client customer Charles B. this evening. He wanted to let everyone know how very kind and capable Claire is. He also stated she is extremely patient and made him feel like he was the most important customer she was helping tonight. He suggested we give her a day off with pay and make sure something is on her file regarding his comments!

Thank you, Claire, for WOWing our customers and taking such wonderful care of them everyday!

We truly appreciate it.

Michele M Hayes

Taction - The Contact Center

Team Leader ~ HighesTeam

Evening Supv