ASA

Posted on March 22, 2019 in ASA • Call Center Consulting • Call Center Management • Call centre consulting • Contact Centre Ops • Customer Experience • FCR • Metrics • Service Level

Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #Cx• ASA• Call Center Consulting• Colin Taylor• Consulting Contact• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• service level• Strategy• Taylor Reach Group

By Colin Taylor Service level is one of the most common metrics employed at call and contact centers to define how the center is performing. Senior management becomes acclimatized to looking for that service level number and reacting to it as a gauge of how well they’re performing against targets and in meeting their customer […]

Posted on May 18, 2018 in AHT • ASA • Call Center Consulting • Call Center DIY • Call center Humor • Call Center Management • Call Center Tools • Call centre consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • FCR • Forecasting- WFM • Opinion • Outsourced Quality Monitoring • Quality • retention • Strategy • Technology

Tags: 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 daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. It has been said that Call Centers produce more data and more measurement opportunities than is possible in almost any other communications channel. But while we know what each of these […]

Posted on March 19, 2018 in AHT • ASA • Call Center Consulting • Contact Centre Ops • Customer Satisfaction • Forecasting- WFM • Occupancy • People management • Planning • Strategy

Tags: ASA• Call Center Consulting• Contact Center Consulting• Contact Center Management• Operational Management• service level• Strategy• Taylor Reach Group• WFM

By: Turaj Seyrafiaan In the last Indicators post, we discussed one of the most important operational indicators: Average Handle Time or AHT. In this issue, we continue with other operational indicators dealing with the efficiency of the center, i.e. “Service Level”, “Average Speed of Answer (ASA)” and “Occupancy Rate”. Although each indicator provides different information, […]

Posted on August 23, 2017 in Agent Experience • AHT • ASA • Call Center DIY • Call Center Management • Call Center Performance • Call Center Tools • CES • CSAT • Customer Experience Metrics • Customer Satisfaction • Facts and Figures • FCR • Forecasting • Forecasting- WFM • Metrics • Net Promoter • NPS • Service Level • WFM

By: Colin Taylor Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. Contact Centers can generate an immense amount of data and reporting on just about anything that we could […]

Posted on February 25, 2016 in ASA • Call Center Consulting • Call Center Management • Call centre consulting • Contact Centre Ops • Customer Experience • FCR • Metrics • Service Level

Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #Cx• ASA• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• service level• Strategy• Taylor Reach Group

Hello, my name’s Colin Taylor and I’m the CEO and Chief Chaos Officer for the Taylor Reach Group. We are a call and contact center consulting firm based in the Toronto area. We assist our client organizations in improving the customer experience, operational effectiveness and efficiency of their call or contact center. Today in this […]

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

Tags: #callcenter• #callcenterDIY• #cctr• #custserv• CSAT• Operational Management• Taylor Reach Group• webinar

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 […]

Posted on November 16, 2012 in AHT • ASA • Call Center DIY • Call Center Management • Call Center Performance • Contact Centre Ops • Opinion • People management • The Taylor Reach Group

Tags: #callcenter• #callcenterDIY• #cctr• #custserv• Call Center Consulting• Colin Taylor• Contact Center Management• Contact Center Strategy• service level• Taylor Reach Group

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 […]

Posted on July 26, 2011 in AHT • ASA • Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Tools • Call centre consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Education • FCR • Forecasting- WFM • Newsletters • Occupancy • People management • Quality • Research • Strategy • Technology • Telecommunications • The Taylor Reach Group • Turnover

Tags: AHT• ASA• Attrition• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Strategy• Costs• Customer Service Consulting• FCR• Leadership• Operational Management• service level• Snapshotz• Strategy• Taylor Reach Group• Telefloral

Floral distributor executive wins Snapshotz call centre audit draw The winner of a draw held in Toronto for free usage of the Snapshotz call centre audit tool is Amas Tenumah, Vice-President, Operations for Teleflora, a floral distribution network. Tenrmah receives a single-user license for Snapshotz that will be applied in the Teleflora Oklahoma City call […]

Posted on July 22, 2011 in AHT • ASA • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Tools • Call centre consulting • Case Study • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Reach • Customer Satisfaction • FCR • Forecasting- WFM • Newsletters • People management • The Taylor Reach Group

Tags: Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• Snapshotz• Strategy• Taylor Reach Group• WFM

If you are not already a subscriber, please subscribe to our Customer Reach Newsletter! CUSTOMER REACH® VOLUME 8, ISSUE 6 JUNE 2011 ISSN 1718-8938 Inside this Issue Workforce Management Demystified Floral distributor executive wins Snapshotz call centre audit draw What Call Center Metrics mean to Customers Upcoming Events Why does ‘Tunnel Vision exist among clever […]

Posted on January 17, 2011 in AHT • ASA • Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Education • Facts and Figures • FCR • Forecasting- WFM • News • Occupancy • Outbound • People management • Planning • Quality • Research

Tags: AHT• ASA• Attrition• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• FCR• Operational Management• Outbound Calling• Research• service level• Social Media• Strategy• Taylor Reach Group• WFM

“The US Contact Center Decision-Makers’ Guide, 2011”, the major annual report studying the performance, operations, technology and HR aspects of US contact center operations, is now available for download, free of charge. A detailed structured questionnaire was asked to hundreds of contact center managers and directors, and the result is the 4th edition of the […]