Blog

Posted on December 21, 2020 in Employee Engagement • Employee Experience • Incentives • Leadership • People management • retention • Turnover • WFM

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• Contact Center Management• Leadership• Operational Management• WFM

By Peg Ayers With the holiday season upon us and New Year’s Day coming up, it’s easy to say, “Let’s just get out of this ridiculous year!  I don’t want to give 2020 another thought!  I’m looking to the future.” Focus on the future is great, but let’s not forget the lessons we’ve learned this […]

Posted on October 14, 2020 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Contact center consulting • Expert round-up • Hiring a call center consultant

Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• call center• Call Center Assessment• Call Center Audit• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• Taylor Reach Group

By Colin Taylor In the age of Linked In, everyone claims to be an expert and the challenge for most people is how do you tell the real experts from the self-appointed? I would humbly suggest that there a few factors to consider; What have they done and where (locations and verticals)? In short, what […]

Posted on October 07, 2020 in Employee Engagement • Employee Experience • Leadership

By Peg Ayers I once sat in on a conversation between the Director of Human Resources (HR) and a Contact Center Manager who was losing his job as part of a reduction in force.  The HR guy went on at length about how bad he felt about this, and how much he regretted having to […]

Posted on September 29, 2020 in Artificial Intelligence • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Technology • Call Center Tools • Contact Centre Ops • Forecasting- WFM • Quality Assurance • Quality assurance • Technology • WFM

Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Call Center Assessment• Call Center Consulting• Contact Center Consulting• Contact Center Strategy• CRM• QA• software• technology• WFM

by JD Fairweather The path to contact center modernization has never been straightforward when it comes to its navigating technology infrastructure. “Costly,” “crowded,” and “confusing” are how business owners typically describe the process of selecting the right platforms to power their center. Besides the alphabet soup of acronyms – WFM, CRM, LMS, to name a […]

Posted on September 01, 2020 in Agent Experience • Employee Engagement • Employee Experience • Leadership • WFM

Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• call center• Call Center Consulting• Contact Center Management• Leadership

By Peg Ayers A good leader is a person who takes a little more than his share of the blame and a little less than his share of the credit. John C. Maxwell In my years in contact center leadership, my team and I debated many topics and searched for answers to such burning questions […]

Posted on August 26, 2020 in Abandon rate • Best Practices • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Contact center consulting • Customer Experience • FCR

Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Contact Center Consulting• FCR

By Turaj Seyrafiaan In today’s contact centers the concept of First Contact Resolution or FCR for short, is well known.  And many understand the value of high FCR scores both in terms of customer satisfaction and loyalty as well as reduced operational costs.  Most contact center want to improve on this element, but how?  Where […]

Posted on August 20, 2020 in Agent Experience • Best Practices • Business continuity • Call Center Consulting • Call Center Management • Contact center consulting • Contact Centre Ops • Customer Experience Management • Emergency • Employee Engagement • Employee Experience • Leadership • Outsourcing • People management • Training • Virtual Call Center • Vrirtual Contact Center • WFH • WFM

Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• Attrition• call center• Call Center Consulting• Contact Center Consulting• Contact Center Management• Operational Management• Outsourcing• remote work• remote worker• WFH• WFM• work from home

by Patricia Ballantyne When we packed up our offices to work from home in March, many thought it would only last a few months until it was safe to return to an office space. Today, it seems pretty clear that many companies have adopted this new working model for the foreseeable future. Some will allow […]

Posted on August 13, 2020 in Agent Experience • Call Center Management • Employee Experience • WFM

Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #Cx• Call Center Consulting• Contact Center Management• Leadership• WFM

By Turaj Seyrafiaan In the past 25 years I have visited hundreds of contact centers and have spoken to many contact center directors.  Beside all the typical operational issues, one subject comes up frequently; contact center management feeling that the rest of the organization does not appreciate what the contact center does.  In fact, one […]

Posted on June 12, 2020 in Agent Experience • Best Practices • Employee Engagement • Employee Experience • Hiring a call center consultant • Leadership • Occupancy • Positions • retention • Success • Training • Turnover • WFM

By Peg Ayers “A person’s name is to that person the sweetest and most important sound in any language.”  – Dale Carnegie  Of the many skills required of me in more than 25 years of running large contact centers, one of the most critical has been the ability to remember employee names. When I left […]

Posted on June 09, 2020 in Agent Experience • AI • Artificial Intelligence • Best Practices • Business continuity • Contact Center • Contact Center Technology • Contact Centre Ops • Virtual Call Center • Vrirtual Contact Center

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• AI• COVID-19• Customer Experience• virtual agents

by JD Fairweather COVID-19 is making clear to US companies and other firms around the world the need for better cost management in the midst of uncertainty. These past few months, we’ve watched contact centers turn to backup plans C and D as work schedules were impacted by stay-at-home orders or their agents’ refusal to […]