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 [...]
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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 [...] We have just posted a new Talking Call Centers video on our Call Center Channel on YouTube, featuring Rosetta Carrington Lue, the deputy managing director who oversaw the city of Philadephia`s launch of the 311 service. During the interview with [...] How good is your Training: Take the Quiz By: John Cockerill Understatement of the day -Training is important. Just about everyone says so. But like the weather everyone talks about but few do anything about it. Here is a quick test to gauge the health and effectiveness of the training in your center. 1. Is [...] A new study, “Help Desk Efficiency Report 2010,” from 1E, a software/services company found a remarkable number dysfunctions in the Help Desk of the 1,000 plus IT professionals who participated in the study. These challenges include: * 44% of users feel that ordering software from their Help Desk is inefficient and time consuming, * 2/3 [...] Terasen Gas has announced their new call center in Burnaby BC. Taylor Reach executed a site selection project Terasen Gas and other projects including technology acquistion, and multi-channel strategy. Read the In-Sourcing Case Sudy here We recently were asked this question by Call Center Life, a magazine serving the Turkish call center industry and wanted to share this content here… Question: Can you briefly describe the “to do’s” and “not to do’s” when managing a contact center as a part of the customer satisfaction? Answers: One of my matras [...] We recently were asked this question by Call Center Life, a magazine serving the Turkish call center industry and wanted to share this content here Question – What is the role of contact centers in customer satisfaction? Colin Taylor – Contact and call centers are the primary conduit through which companies and increasingly everyone else [...] We have just published a new Case Study on Outsourced Quality Monitoring. This is a service we have been providing to a select number of clients for more than 5 years and now are rolling out. Outsource your QA Monitoring The Taylor Reach Group Inc. (Taylor Reach) offers 3rd Party Quality Monitoring Service (3PQM) to [...] |
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