Blog

Posted on February 12, 2020 in AI • Artificial Intelligence • Call Center Tools • Chat • Contact Center • Contact Center Technology • Customer Experience • Help Desk • IVR

Tags: #artificialintelligence• #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• AI• artificial intelligence• Colin Taylor• Customer Experience• Customer Service Consulting• Self Service• WFM

By Colin Taylor Self-service has been employed for more than 30 years to allow customers to serve themselves. This has been a mixed blessing, while many of us value the time savings versus waiting endlessly in a queue for the answer to a simple question and to gain a single piece of information, we all […]

Posted on February 06, 2020 in Customer Experience • Customer Experience Management • Customer Experience Metrics • Customer service • Quality assurance

Tags: #callcenter• #callcentre• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Customer Experience• Taylor Reach Group

By Peg Ayers Measuring Customer Experience is important, right? We need to know how customers feel about their interactions with us. We can’t improve what we don’t measure. But what are we doing with the data we gather? And is gathering, analyzing and reporting on that data truly improving the customer experience? I regularly receive […]

Posted on January 22, 2020 in Agent Experience • AHT • Call Center Management • Contact center consulting • Customer Experience • Customer Satisfaction • Customer service • Employee Engagement • Employee Experience • Turnover • WFM

Tags: #callcenter• #cctr• #contactcenter• Call Center Consulting• Contact Center Consulting• Contact Center Management• Customer Service Consulting• WFM

By Colin Taylor When working to deliver good customer service, there are many tactics you shouldn’t employ even though on the surface they may look like they fit the bill of improving customer service and supporting your limited budgets. Here are two of those tactics you should avoid: Capping handle time for agents. Trying to […]

Posted on January 17, 2020 in agent attrition • Agent Experience • Call Center Consulting • Call Center Management • Call Center Performance • Contact center consulting • Contact Centre Ops • Employee Engagement • Employee Experience • People management • Training • WFM

Tags: Attrition• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Leadership• Training• WFM

by JD Fairweather For many contact centers, the road to 2020 is strewn with unfulfilled New Year resolutions from the previous decade, abandoned optimization projects and discarded digital transformations pave the way. The good news is it’s not too late to course correct. So, looking ahead to a simpler, resolute future, here are three areas […]

Posted on January 15, 2020 in Contact center consulting • Customer Experience • Customer Experience Management • Employee Engagement • Employee Experience

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Attrition• Call Center Consulting• WFM

By Peg Ayers Not everyone wants brave employees in their contact center. Subservient employees are less trouble to manage. The status quo works for them. They never argue with management decisions. They keep their suggestions to themselves. In short, an unmotivated manager wants employees who don’t rock the boat. But what is the customer experience […]

Posted on December 11, 2019 in Agent Experience • Call Center Consulting • Call Center Management • Contact center consulting • Customer Experience • Customer Satisfaction • Customer service • Employee Engagement • Employee Experience • Incentives • People management • retention • rewards/recognition • WFM

Tags: #callcenter• #cctr• #contactcenter• #custexp• #Cx• #retention• call center consultants• call centre consultants• Colin Taylor• contact center consultants• contact centre consultants• Customer Experience• customer experience consulting• Customer Service Consulting• CX consulting• incentive programs• incentives• Training• WFM

By Colin Taylor “Make your employees happy and they will make your customers happy.” This simple maxim has been echoed by business leaders from Richard Branson to Herb Kelleher, and it is true. The challenge lies in how you make you employees or in the case of a contact center, your agents happy. It is […]

Posted on November 29, 2019 in Agent Experience • Best Practices • Call Center Consulting • Call Center Management • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Customer service • Customer Support • Employee Engagement • Employee Experience • People management • Quality • Quality Assurance • Quality assurance

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• call center• Call Center Consulting• Colin Taylor• Contact Center Consulting• Customer Experience• Customer Service Consulting• Taylor Reach Group

By Colin Taylor I was reading a recent post by Helen Dewdney regarding playing Christmas music in stores to early in the season, and the fact that many retailers plan music even though it is not well received by their customers. The question Helen poses at the end of the post is “Do you think […]

Posted on November 26, 2019 in agent attrition • Agent Experience • Business continuity • Call Center Consulting • Call Center Management • Call centre consulting • Contact center consulting • Employee Engagement • Employee Experience

Tags: #callcenter• #contactcenter• Attrition• Call Center Consulting• Contact Center Consulting• Contact Center Management• WFM

by JD Fairweather The revolving door of employee turnover is a source of frustration for any organization. For contact centers, an industry known for its high attrition rate, high employee turnover can impact not just team morale and productivity, but customer acquisition and retention as well. According to research conducted by The Quality Assurance & […]

Posted on November 21, 2019 in agent attrition • Agent Experience • Call Center Consulting • Contact center consulting • Customer Experience • Customer Experience Management • Employee Engagement • Employee Experience • Leadership • Occupancy • retention • Turnover • WFM

Tags: #callcenter• #contactcenter• #retention• Attrition• Call Center Consulting• Contact Center Consulting• Contact Center Management• WFM

By Peg Ayers   Record low unemployment has created new emphasis on employee retention in contact center operations throughout Canada and the United States.  With payroll as their biggest expense, contact center operators are searching for ways to retain their good employees and save the thousands of dollars it costs them for each one they […]

Posted on November 18, 2019 in Best Practices • Call Center Consulting • Call Center Management • Call Center Performance • Contact center consulting • Customer Experience • Customer Experience Metrics • Customer Satisfaction • Customer service • Quality Assurance • Quality assurance

Tags: #callcenter• #contactcenter• #custexp• #custserv• Call Center Consulting• Customer Experience• Customer Service Consulting

By Turaj Seyrafiaan More and more contact centers see the value of Quality Assurance in improving their operation both in terms of efficiency and effectiveness. However, in most cases the effectiveness of the process is measured internally based on what the organization believes to be the right approach or behavior. This internally focused approach could […]