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Is Your Website a Call Center Tool? Millennial Myths & The Call Center, News, Views and “How to’s” In This Issue Is Your Website is a Call Center Tool? Millennial Myths & the Call Center By Colin Taylor Coming Events Call Center Wishes Can Come True…No Genie Required Trends for 2012 from Snapshotz & [...] New tool from Leading Call center consulting firm allows call centers to listen to their customers tell them how they are performing and measures true Customer Satisfaction, FCR and Net Promoter score. Toronto, ON (PRWEB) December 21, 2011 Colin Taylor, The Chairman and CEO of The Taylor Reach Group, Inc. today announced Customer [...] 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 [...] Now in its fourth year, the Avaya Contact Centre Consumer Index, 2011 is a global study of customer service across phone based, online and face to face channels. The research study, sponsored by Avaya and conducted by callcentres.net surveyed 5,300 consumers in Australia, New Zealand, Singapore, Japan, US, Canada, Mexico, Brazil, UK, Germany and France. [...] Effectiveness Indicators – First Call Resolution, Calls / Resolved Turaj Seyrafiaan In the recent years, First Call Resolution (FCR) has become a buzz word in the contact center industry! Everyone is talking about it and it appears that everyone is working on improving the results in their center. Everyone agrees that this is an important [...] Colin Taylor First Contact Resolution…FCR- That is the holy grail of call and contact center operators today. “How can I resolve contacts on the first contact?” As the Beatles sang “You say you want some resolution”…or perhaps I am mis-remembering. Well unfortunately many centers create the barriers to resolution themselves; misguided policies, poorly trained [...] “Simplify, simplify”, said David Thoreau and that is good advice for today’s call center and contact center operator. In our call center consulting practice we have seen many organizations that added too much complexity into the process that created barriers and obstacles for customers to overcome. [...] |
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Call Center Consultants - Contact Center Consultants |
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