Great Call Center OR Great Call?
Posted on January 24, 2017 in Agent Experience • Call Center Consulting • Call Center Management • Call Center Performance • Contact Center • Customer Experience • Employee Experience • Hiring a call center consultant • People management
By: Bruce Lebowitz Executives often judge a contact center by traditional metrics. These might include low abandonment rates, an extremely quick speed to answer and meeting handling time goals. When proud of a contact center, executives often point to its technology too. The fact that the contact center never goes down, has instant screen pops […]Read more
Auditing, Made Easy.
Posted on August 24, 2016 in Agent Experience • Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Customer Experience Management • Customer Experience Metrics • Facts and Figures • Metrics • Opportunity • People management • Service Level • Strategy • Technology • The Taylor Reach Group
Snapshotz™ Call Center and Contact Center Customer Service Auditing Operational Efficiency, Excellence and Best Practice improvements can only be achieved once the opportunities have been identified. The reality is however, that due to the ever changing world of technology, communications and the customers themselves, the metrics that reveal the opportunities are constantly changing and adapting to new […]Read more
Top Trends – Customer Experience
? By: Colin Taylor Yesterday we examined the Top 10 Trends for 2015, according to the slightly warped mind of Colin Taylor. The Top 10 List presented was; The 2015 Top 10 Trend List 1. Customer Experience 2. Gamification 3. Immersive Learning 4. SMS 5. Mobile 6. Video 7. Chat 8. Agent Empowerment 9. Zero […]Read more
People your Single Biggest Expense and your Biggest Asset in your Call Center
By Colin Taylor People are the key to any successful business and this is especially so in call centers. The sales and customer service staff in the call center are the face of the organization. Each time a customer speaks with the call center the person they speak with is the company. The customers’ opinion […]Read more
Webinar – Customer Experience is the New Marketing: Servicing Customers and Building Brand – view it now
Posted on November 19, 2012 in AHT • ASA • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction • Education • Employee Engagement • Net Promoter • People management • Self Service • Strategy
Customer Experience is the New Marketing: Servicing Customers and Building Brand Sponsored by Keynomics Thursday, November 15th, 2012 Guest Speaker and Industry Expert Colin Taylor Founder and CEO The Taylor Reach Group CSR’s Delivering Branding and Service How Contact Centers Should Work with Marketing…and Vice Versa New Techniques: Customer Mirrors 6 Tools for Branded Customer […]Read more
Queue Position or Estimated Time to Answer – Which is Better?
By: Colin Taylor We recently asked this question and thought that the topic was worth sharing. Let me know whether you agree with the response and how you would handle this issue in your contact center. Here is the question: “ What is your position on announcing what number ‘in queue’ a customer is, through […]Read more
Customer Experience is the New Marketing: Servicing Customers and Building Brand
Webinar on November 15th, Hosted by Keynomics Insiders Discuss Empowering Agents To Build Brand and Sell Product Customer Experience is the New Marketing: Servicing Customers and Building Brand • How Contact Centers Should Work with Marketing…and Vice Versa • New Techniques: Customer Mirrors • 6 Tools for Branded Customer Experience • Securing Budget When Needed […]Read more
The Art of Calibration
Posted on September 26, 2012 in Call Center DIY • Call Center Management • Call Center Performance • Call Center Tools • Outsourced Quality Monitoring • People management • Quality • Strategy • The Taylor Reach Group
Tags: #callcenter• #callcenterDIY• #custserv• Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Operational Management• Outsourced Quality Listening• Strategy• Taylor Reach Group
By John Cockerill, Calibration is the art of being able to standardize the measurement of calls or transaction quality across and amongst those doing the work and those who review the work. Without calibration any program is open to cries of bias, unfair treatment, and the results can be inconsistent or ineffective. While this is […]Read more
Are Extroverts or Introverts better agents in your Call Center?
Posted on September 05, 2012 in Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Customer Experience • Employee Engagement • Outbound • People management • Strategy • The Taylor Reach Group • Turnover
By: Colin Taylor There has been a prevailing wisdom that extroverts make better call center agents for telemarketing or outbound calling. After all they have outgoing personalities, they are more easily motivated and get a rush from success. I have worked with many centers where despite this of the forgoing being true, extroverts don’t perform […]Read more
Why the Quality Listening program Should Not be a Performance Review
Posted on August 24, 2012 in Call Center Consulting • Call Center DIY • Call Center Management • Call Center Tools • Call centre consulting • Contact center consulting • Customer Satisfaction • People management • Quality • Strategy • The Taylor Reach Group
Tags: #callcenterDIY• #cctr• #custserv• #fiveideas• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• Strategy
Why the Quality Listening program Should Not be a Performance Review By: Colin Taylor Let’s look at the numbers. In a customer service call center where the quality assurance program requires the evaluation of 4 calls per month. The average agent will handle approximately 1,600 calls in the month. This means that the 4 calls […]Read more