Call Center DIY
Think You Can’t Afford to Improve CX? Think Again!
Posted on April 09, 2020 in Call Center DIY • Contact center consulting • Customer Experience • Customer Experience Management • Customer Experience Metrics • Customer Satisfaction • Customer service • CXi
By Peg Ayers Everybody wants to improve the Customer Experience (CX) they provide, right? But maybe you believe it’s just too expensive to even think about it. Your organization is doing its best with the resources it has. What else can you do? Plenty! Providing poor CX is incredibly expensive! A 2019 survey, which interviewed […]Read more
Webinar: Contact Center Self-Service and AI
Posted on June 26, 2019 in AI • Artificial Intelligence • Call Center Consulting • Call Center DIY • Call Center Technology • Call Center Tools • Contact Center • Contact center consulting • Contact Center Technology • Self Service
By Colin Taylor Recently, Taylor Reach CEO and Chief Chaos Officer gave a live webinar for Call Centre Helper on Contact Center AI and Self-Service. Check out the recorded webinar HERE. Follow Taylor Reach and Colin Taylor on Twitter at @Taylor_Reach and @colinsataylor. To find out more about how Taylor Reach can […]Read more
Are Your Hours of Operation Appropriate?
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 […]Read more
What Call Center Metrics mean to Customers
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
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 […]Read more
How Contact Center Consultants Can Achieve On-Going Revenue and Engaged Customers
Posted on November 29, 2017 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Tools • Call centre consulting • Contact center consulting • Snapshotz
Objectives as a Contact Center Consultant As a CX and Contact Center consultant, we need to be able to do a few things: 1) To continually have an on-going revenue stream2) To be known in the industry as being able to add value 3) Measure and deliver our inputs into a Contact Center or into […]Read more
Using a Self Serve Approach for Contact Center Assessments
Posted on November 22, 2017 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Performance • Call Center Technology • Call Center Tools • Call centre consulting • Contact center consulting • Snapshotz
Today, every Customer Service organization deals with between 350 (being the absolute lowest) to 700 different variables when it comes to managing and running a Contact Center. Call Centers are complex and have evolved substantially from what they used to be, thus also being known today as the Contact Center, Customer Engagement Center, Customer Support […]Read more
Contact Center Metrics, Why Do They Matter?
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 […]Read more
5 Reasons New Call Centers Fail
Tags: #callcenter• #callcentre• #cctr• #custserv• #Cx• Building a call center• Building a contact center• Call Center Consulting• New call center• new contact center• Operational Management• starting a call center
5 Reasons New Call Centers FailBy: Colin TaylorThere can be many reasons for an organization to decide it is time to create a call center or contact center. Perhaps organic growth, a new product, service or acquisition is resulting in calls swamping the switchboard, or customers are tracking down the administrative offices to trace an […]Read more
Queue Position or Estimated Time to Answer – Which is Better?
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 […]Read more
The Art of Calibration
Posted on September 26, 2012 in Call Center DIY • Call Center Management • Call Center Performance • Call Center Tools • Outsourced Quality Monitoring • People management • Quality • Strategy • The Taylor Reach Group
Tags: #callcenter• #callcenterDIY• #custserv• Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Operational Management• Outsourced Quality Listening• Strategy• Taylor Reach Group
By John Cockerill, Calibration is the art of being able to standardize the measurement of calls or transaction quality across and amongst those doing the work and those who review the work. Without calibration any program is open to cries of bias, unfair treatment, and the results can be inconsistent or ineffective. While this is […]Read more