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Colin Taylor, Chairman & CEO Finding the near perfect place to put your new call centre can be a daunting task. It becomes far less onerous with a well thought out plan that embraces all the factors affecting your decision. Here’s what to do. The boss has just asked you to head up the [...] John Cockerill, President As we all survive this recession with decreased revenues, margins and sales the same issues are affecting charities. Only for charities the problem is more pronounced and insidious. Examples of this from across the continent; “Desert Samaritans for the Elderly, Palm Desert: 20 percent decrease in funds raised at the organization’s [...] By Colin Taylor, CEO, The Taylor Reach Group, Inc. The economy is in decline, jobless numbers and unemployment are growing and companies are being asked to cut costs operate more efficiently. Call centre managers, used to “doing more with less” are now being asked to “do more with none”. Where can a manager turn in [...] By John Cockerill, President, The Taylor Reach Group, Inc. You might be considering adding email to your centers capabilities. If so there is a lot of angst about doing so, from who will do it, how do we control it, to will the customers like it? Keep in mind the following thought. This is not [...] I was recently asked about considerations and best practices for customer satisfaction surveys and I realized that customer satisfaction surveys are one of the most challenging activities for contact center management to sell to the rest of the organization. Often other executives rely on omnibus corporate satisfaction surveys, which can be great for assessing brand [...] Ten times a year The Taylor Reach Group, Inc. (TRG) publishes our call and contact center newsletter Customer Reach®. The January issue marks our 6th year of publishing the newsletter. This issue was sent out to 10, 488 senior call and contact center executive around the globe. Customer Reach® has been described by Frost & [...] Distributed Call Centers Question: “I currently manage a Wireless Voice support team for a Telecom company. Under a recent re-org I will now also manage a Wireless Data support team as well. Both are call center environments. My challenge is the Voice team is in eastern US, and the Data team is in Central US. [...] How do you motivate your call or contact center agents? I have been asked this question hundreds of times. The questions keep coming up because centers are constantly struggling with how to engage their staff. Engaged staff is more productive, has lower attrition, and positively impacts the overall center morale. Motivation in many centers is [...] How do you deal with marginal performers? Recently while speaking at a conference I was approached by the manager of a call center who lamented that more than 20% of her staff are marginal performers. They know what they have to do to keep their jobs and ensure that they don’t do anymore than the [...] Leadership Strategies for a High Performance Contact Center What is a high performance contact center? High performance is generally accepted to mean performing at the top of any possible performance range. So a High performance contact center is one that meets or exceeds the performance parameters or metrics expected of it. In contact center these [...] |
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Call Center Consultants - Contact Center Consultants |
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