Best Practices

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 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 […]

Posted on November 13, 2019 in Best Practices • Blog • Call centre consulting • Contact center consulting • Contact Center Industry Statistics • Quality

Tags: #callcenter• #contactcenter• best practices• Call Center Consulting• Colin Taylor• Contact Center Consulting• Strategy• Taylor Reach Group

By Colin Taylor We constantly hear about “best practices,” and these are held up as the shining examples of what the best organizations do. The desire for us to want our organization or contact center to be “the best” can be a heady goal and many blindly start down the road to get their organization […]

Posted on November 11, 2019 in Best Practices • Call Center Assessment • Call Center Audit • Call Center Consulting • Contact center consulting • Customer Experience • Customer service audit • News • Strategy • The Taylor Reach Group

Tags: #callcenter• #contactcenter• #custserv• #Cx• Call Center Assessment• Call Center Consulting• Strategy• Taylor Reach Group

  Customer Experience and Contact Center Consultancy, The Taylor Reach Group, has recently completed its in-depth analysis of two contact centers for a national patient support firm. The client firm delivers patient support programs for many leading pharmaceutical companies and provides access to medical technologies and treatments at its clinics across Canada. Taylor Reach’s consultants, […]

Posted on May 22, 2019 in Best Practices • Contact Center • Contact center consulting • Customer Experience • Quality

Tags: #callcenter• #contactcenter• #custexp• #Cx• Alignment• Call Center Assessment• Contact Center Consulting• Customer Experience• design• Rosetta Lue• Taylor Reach Group

By Rosetta Lue The government will better serve all stakeholders by establishing a focus to oversee the design and implementation of a human-centered design strategy that: identifies and responds to key touch points in a stakeholder’s journey streamlines, integrates, and scales websites and call centers consistently over time takes a holistic, iterative approach to prioritizing […]

Posted on May 07, 2019 in Agent Experience • Best Practices • Call Center Assessment • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Performance • Call centre consulting • Contact Center • Contact center consulting • Contact Centre Ops • Employee Engagement • People management • retention • Turnover

Tags: #callcenter• #callcentre• #contactcenter• #contactcentre• #custexp• #Cx• AHT• Attrition• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Management• Contact Center Strategy• hours of operation• human resources• Leadership• Operational Management• work hours

By Colin Taylor I asked a client recently how they had determined their contact center hours of operation. After a long pause they replied “I don’t know.” Many organizations don’t think too much about their hours of operations, or HOOPs; they are just a fact of life. The contact center is staffed during this window […]

Posted on March 19, 2019 in abandon rate • Best Practices • Call Center Performance • Customer Experience • Customer Satisfaction • Customer service • Customer Support • IVR • IVR • Quality

By Peg Ayers When my father passed away, I spent hours in queue, waiting for help from a variety of companies and agencies that should be providing service to those who call. In fact, they did all eventually provide the required service (except for one government agency that proved so difficult to reach, I gave […]

Posted on March 05, 2019 in Agent Experience • Best Practices • Call Center Management • Call Center Performance • Education • Employee Engagement • Employee Experience • Leadership • People management • Quality Assurance • Quality assurance • Success • Training

By Peg Ayers Congratulations!  You’ve made it through year end performance evaluations, survived the challenges of January, and 2019 is starting off well for you!  You may be pleased that you don’t have to think about employee reviews again for many months.  But spending some time now could simplify the end of the year a […]

Posted on February 26, 2019 in Best Practices • Call Center Consulting • Call Center Tools • Contact center consulting • Contact Centre Ops • Request For Proposal • RFP

  The process of implementing any new technology in your Contact Center can often be daunting. What is the best process for establishing which technologies are best aligned with your organizational goals and needs? I am going to walk you through the technology acquisition process with proven strategies that will enable your organization to easily […]