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The call center doesn’t define the customer experience, but can be held accountable to deliver it. In this presentation Colin Taylor shares how you can mitigate conflicting messages and expectations and align your call center with the desired and expected customer experience. View the presentation here [...] Snapshotz Download The Snapshotz Online Update August 2011 A Snapshotz of August: Conversations and contributions from International contact centre figures A Snapshotz of August: Technology trends in a nutshell, knowledge and skills for the modern contact centre manager, Industry voices and positive health in the contact centre, why customer service is viewed [...] Here is an interesting story of using massages, dinners and beverages to boost morale and keep call center agents engaged. Stressed Christchurch staff get shoulder massages Hard worked Christchurch City Council customer service staff are receiving free shoulder massages every 10 days to boost morale. Call volume at the council’s contact centre has doubled since [...] What Call Center Metrics mean to Customers By Colin Taylor In the daily operation of our call and contact centers we throw around metrics and performance measures like they were candy. It has been said that call centers produce more data and more measurement opportunities than is possible in almost any other communications channel. But [...] Workforce Management Demystified By Turaj Seyrafiaan Do you have a Workforce Management team in your call center? If the answer is no, then how do you properly plan for the incoming calls and schedule your agents? If the answer is yes, is the process efficient and effective? What is Workforce Management anyway? In this article [...] Why does ‘Tunnel Vision exist amongst clever Contact Center people? By Colin Taylor – Taylor Reach Consulting Why does ‘Tunnel Vision’ exist amongst clever contact center people? There can be many causes that can create situations of ‘tunnel vision’ here are 03 causes: Lack of time: The old saw that “meetings are a nice alternative [...] Sales is Good Service All companies exist because they have a product or service that their customers like, use and/or enjoy. Our company is no different. Our customers like and enjoy our products, services and capabilities. Of course not every customer will be happy every moment of the day, but then neither will we. We [...] Colin Taylor, The CEO of The Taylor Reach Group, Inc. is pleased to announce the winner of our Snapshotz contest. Amas Tenumah, Vice President, Operations for Teleflora was the winner of a free license of the SnapShotz call center audit, a $4,500 value. Snapshotz is the only SaaS based audit tool available today. The [...] |
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Call Center Consultants - Contact Center Consultants |
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