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The following statistics are food for thought when we consider the real costs of turnover in our organization. Halogen Software shared the following information “The cost of losing good talent is particularly acute and one of the most direct calculations that demonstrates the impact of poor talent management. • HCI research shows that at [...] By Colin Taylor I read an interesting article by Jennifer J Deal at strategy+business looking at five myths we hold about Millennials. For the past number of years we have all heard horror stories about organizations that gave away iPads, spot bonuses, socially conscious and social responsible activities, but still had staff leave for [...] The Download The Snapshotz Online Update December 2011 A Snapshotz of December 2011 In spite of the trying economic conditions globally we had had a 250% growth in customers employing Snapshotz over 2011 and have forecast to double growth in 2012. Over two thirds of Snapshotz users have a subscription purchase. Snapshotz today can [...] 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 [...] 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 [...] Staff Retention By Colin Taylor I was chatting earlier today with a conference organizer who wanted to get my opinion as to what the ‘hot’ buttons were regarding potential conference topics that they could offer. This was reminiscent of other similar calls I have fielded over the years and one of the top 3 topics [...] While working on a call center consulting engagement with one of the largest garbage companies in the country we encountered what was likely the most difficult customer I have ever experienced. We were working in a mid- sized call center and discussing their customers. The company serviced urban, suburban and rural customers in the city [...] 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 [...] Free Agent Retention eBook Available – $1000+ value Labor represents two thirds of the operating costs in most call centers.Managing Attrition, staff retention,turnover is an essential to all centers. Created by; The Taylor Reach Group, Inc. the new eBook “How to Improve Staff Retention in Your Call Center” is the result of thirty plus [...] |
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Call Center Consultants - Contact Center Consultants |
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