In the past issues, several efficiency indicators (such as AHT, ASA, Call volume and cost per calls) were discussed. At the time it was noted that most of the current contact centre operational indicators are focused around efficiency measurement as traditionally cost reduction has been the number one objective! In the last 15 years, [...]
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In our call center consulting practice we often assist call centers understand and rationaize their Customer Experience strategy. This includes aligning the call center operational model with the desired Customer Experience. In this third article in our Customer Experience (click to view Part 1 and Part 2 )and the Call Center series we examine how [...] By: Colin Taylor This is the second in a series of posts focusing on delivering the Customer Experience in call centers. The first installment is located here Before starting to architect the Customer Experience, let’s start by defining it The key elements of any Customer Experience related to the contact center has to include: 1. [...] Like culture, all companies deliver a Customer Experience. Also like culture, it isn’t always what the company intended. It is often a poor customer experience. Does your company deliver the promised customer experience? Do you have a document outlining what the Customer Experience is supposed to be?, No, Thats not surprising, few companies do. [...] 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 were recently asked this question by Call Center Life, a magazine serving the Turkish call center industry and wanted to share this content here…. Question -What are the most important components that make a successful contact center of the 21st Century? Colin Taylor – A holistic view of the contact center is essential for [...] DOES YOUR QA PROCESS WORK? Outsource your QA Monitoring The Taylor Reach Group Inc. (Taylor Reach) offers 3rd Party Quality Monitoring Service (3PQM) to selected clients. Major issues for many centers is time, or lack of time required to complete the ‘call monitoring’ consistently, objectively and regularly. While all supervisors acknowledge that monitoring is important [...] 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 [...] As a call center consultant when I meet or speak to somone who has just been given the job of Call Center Manager, my response is always the same, “Congratulations or condolenses on your promotion, whichever you feel is more appropriate”. Seriously, managing a call center can be one of the hardest jobs in the [...] By Colin Taylor In last month‟s issue we looked at agent attrition and turnover in your call or contact center and specifically the impacts on your costs, budget, morale and performance. In this issue we examine the impact that your „front-line‟ managers and supervisors play in helping you control and manage your turnover or conversely [...] |
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