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By: Colin Taylor We have all had the experience, we phone our cable company, wireless provider or our utility and Bang! The pain and suffering begins: “Your call is important us, Please hold”. Well if my call was really important I would have thought you would have answered it. Of course some hold [...] By: Colin Taylor Why would you want to retain a consultant? Common wisdom would have it that all they do is “borrow your watch and tell you the time”. What can a consultant really bring to the table that can assist your center and your organization when you a looking at moving or establishing a [...] 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 – 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 [...] Sales is Good Service whether you offer a Product or Service, or be a Private or Public OrganizationSales is Good Service whether you offer a Product or Service, or be a Private or Public Organization By: Colin Taylor & Deepak Selvaratnam All organizations exist because they have a product or service that their customers need, like, use and/or enjoy. Our companies are no different. Our customers like and enjoy our products, services [...] 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 [...] Call center audits or assessments generally cost $30,000 to $50,000 or more. Today the Taylor Reach Group has partnered with Customer Audit Services to deliver the first and only SaaS based audit services called Snapshotz. More than 500 companies across all verticals have deployed Snapshotz and now you can to. Measure your call center across [...] Is A Strategy For The Contact Center Necessary? By Colin Taylor In our call center and contact center consulting practice, we are often asked this question. Johnson and Scholes (Exploring Corporate Strategy) define strategy as follows: “Strategy is the direction and scope of an organization over the long-term: which achieves advantage for the organization through [...] 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 [...] 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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