People management - The Taylor Reach Group

New Service From Taylor Reach Equips Call Centers to Measure Customer Satisfaction, First Contact Resolution and Net Promoter Score

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 [...]

Closing the Revolving Door – Part 2

Closing the Revolving Door – Part 2 By: Colin Taylor So how do we build an enduring structure in our call center that will support engagement, motivation and allow us to deploy aligned reward/recognition programs that succeed in meeting the objectives of the center and the business? But what happens if we can design an [...]

Closing the Revolving Door – Part1

Closing the Revolving Door – Part1 By: Colin Taylor

Staff and Agent retention was a ‘hot’ button topic in the call center industry 20 years ago and still is one now. So how is it that the same issue that ‘dogged’ call centers two decades ago is still a ‘front burner’ issue today? I think [...]

#fiveideas The Results are In- Read the Post and Vote on this Weeks Topics

By: Colin Taylor Last week I asked for your help – I wanted to find out the topics that resonate with you the call or contact center operator. I promised that once you voted for your favorite I would write the article post. Well you did your part and I did mine, you can read [...]

Why the Quality Listening program Should Not be a Performance Review

Why the Quality Listening program Should Not be a Performance Review By: Colin Taylor

Let’s look at the numbers. In a customer service call center where the quality assurance program requires the evaluation of 4 calls per month. The average agent will handle approximately 1,600 calls in the month. This means that the 4 calls [...]

Floral distributor executive wins Snapshotz Call Centre Audit Draw

Floral distributor executive wins Snapshotz call centre audit draw

The winner of a draw held in Toronto for free usage of the Snapshotz call centre audit tool is Amas Tenumah, Vice-President, Operations for Teleflora, a floral distribution network. Tenrmah receives a single-user license for Snapshotz that will be applied in the Teleflora Oklahoma City call [...]

Customer Reach Newsletter June 2011

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CUSTOMER REACH® VOLUME 8, ISSUE 6 JUNE 2011 ISSN 1718-8938 Inside this Issue

Workforce Management Demystified Floral distributor executive wins Snapshotz call centre audit draw What Call Center Metrics mean to Customers Upcoming Events Why does ‘Tunnel Vision exist among clever [...]

Why does ‘Tunnel Vision exist amongst clever Contact Center people

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 [...]

The US Contact Center Decision-Makers’ Guide, 2011 Now Available

“The US Contact Center Decision-Makers’ Guide, 2011″, the major annual report studying the performance, operations, technology and HR aspects of US contact center operations, is now available for download, free of charge. A detailed structured questionnaire was asked to hundreds of contact center managers and directors, and the result is the 4th edition of the [...]

10 Relatively Serious Predictions for 2011

John Cockerill 1. There will be a future however bleak or rosy, it will still be. Take off the rose colored glasses and stop forecasting historical plus 5%. That is what a demand forecast is for. Get one now. 2. Politicians will still get elected; and we all will complain regardless of who is elected [...]

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