Agent Experience

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 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 […]

Posted on June 05, 2020 in Agent Experience • Best Practices • Call Center Management • Contact Center • Contact Centre Ops • Forecasting- WFM • Outsourcing • People management • Research • WFH • WFM

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #Cx• call center• Colin Taylor• Contact Center Management• COVID-19• Operational Management• WFH• WFM• work from home

By Colin Taylor Roughly three months into the COVID-19 shutdown, there has been a lot of discussion around what COVID-19 has done to our society, our economy, our elderly and; if you live in my little corner of the world; our customer experiences and contact centers. Contact centers for many organizations could not stop operating, […]

Posted on May 14, 2020 in Agent Experience • Call Center Management • Call Center Performance • Contact center consulting • Employee Engagement • Employee Experience • Forecasting- WFM • WFM

Tags: #callcenter• #callcentre• #contactcenter• #contactcentre• Call Center Consulting• Contact Center Consulting• Contact Center Management• employee engagement• employee experience• Leadership• Operational Management• WFM

‘ By Peg Ayers If you had a way to increase sales by 20%, be 21% more profitable and increase your customer satisfaction scores by 10%, would you do it?  How about improving employee retention by 24-59%, lowering absenteeism by 41% and increasing productivity by 17%?  According to the Gallup Organization, you could do all […]

Posted on April 27, 2020 in Agent Experience • Best Practices • Contact center consulting • Customer Experience • Customer Experience Management • People management • retention • rewards/recognition • WFM

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Attrition• Call Center Consulting• Colin Taylor• Contact Center Consulting• Customer Experience• Leadership• Taylor Reach Group• WFM

By Colin Taylor The agents on the frontline want to help customers. They want to resolve issues, and to deliver the desired customer experience and the brand promise. Doing these things results in happier customers and happier agents (as they were dealing with happy customers). Not providing the tools to enable the agents to serve […]

Posted on March 20, 2020 in Agent Experience • Best Practices • Business continuity • Employee Experience • WFM

Tags: #callcenter• #cctr• #contactcenter• burnout• Call Center Consulting• Colin Taylor• Contact Center Management• employee benefits• health• Leadership• mental health• wellness• WFM

By Colin Taylor One priority each of us should have on our “to do” for 2020 is mental health. Mental health disorders are pervasive, according to the Center for Disease Control (CDC), with nearly 1 in 5 Americans aged 18 or older reporting mental illness and more than 70% reporting at least one symptom of […]

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 […]