Call Center DIY

Posted on August 13, 2012 in Call Center Consulting • Call Center DIY • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Customer Experience • Customer Satisfaction • Employee Engagement • People management • Quality • retention • Strategy • The Taylor Reach Group • Training • Turnover

Tags: #cctr• #custserv• Alignment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Experience• Customer Service Consulting• Operational Management• performance management• Training

By Colin Taylor We often say that there are a ‘thousand moving parts’ in any call or contact center and we developed this phrase to illustrate the level of connectedness and inter-relationship that exists between multiple elements and activities in any center. Training, the training process and the training curriculum illustrates this point. Training is […]

Posted on May 08, 2012 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction

Tags: #callcenterDIY• #cctr• #custserv• Alignment• Call Center Assessment• Call Center Audit• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• Snapshotz• Strategy• Taylor Reach Group

Monthly Download The Snapshotz Online Download April 2012 What’s on the menu of the April issue of ‘Download’ • Snapshotz: “Enabling a thousand flowers to bloom” • Millennial myths busted – learning’s for contact center management • “There is joy in work. There is no happiness except in the realization that we have accomplished something.” […]

Posted on April 10, 2012 in Call Center Assessment • Call Center Audit • Call Center DIY • Call Center Management • Call Center Performance • Call Center Tools • Contact Centre Ops • Customer Experience • Customer Satisfaction • Opportunity • Strategy

Tags: #callcenterDIY• #cctr• #custserv• Alignment• Call Center Assessment• Call Center Audit• Colin Taylor• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Leadership• Operational Management• Snapshotz• Strategy• Taylor Reach Group

The Snapshotz Online comparator is designed to serve as a guide for contact center management to get a view quick view of where their center sits vis-à-vis other centers in the same vertical worldwide. The comparator is drawn from data across the 400 plus centers that use Snapshotz as an audit and benchmarking tool. Snapshotz […]

Posted on March 08, 2012 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Contact center consulting • Contact Centre Ops • Opinion • Planning • Strategy • The Taylor Reach Group

Tags: #callcenter• #callcenterDIY• #cctr• #custserv• Call Center Assessment• Call Center Audit• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Operational Management• Strategy• Taylor Reach Group

By: Colin Taylor If I asked you today is the top things you could do to improve the operation of your call center, you would probably have a pretty good idea. That is because you are responsible for the center operation and you live and breathe it each and every day. Now if I asked […]

Posted on February 02, 2012 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center DIY • Call Center Tools • Call centre consulting • Contact Centre Ops • Planning • TRG

Tags: #callcenterDIY• #cctr• #custserv• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Operational Management• Taylor Reach Group

We are already 1 month into the new year and how is your call center performing, really? Are you achieving your goals? How do your metrics and KPI’s compare to your peer centers? Do you know? What if you had a one time opportunity to invest $50,000 in your call center, would you know where […]

Posted on December 19, 2011 in Call Center Assessment • Call Center Audit • Call Center DIY • Call Center Management • Contact Centre Ops • retention • rewards/recognition • Strategy • Success

Tags: #cctr• #custserv• Call Center Assessment• Call Center Audit• Call Center Consulting• Contact Center Management• Operational Management• Snapshotz

The Download The Snapshotz Online Update December 2011 A Snapshotz of December 2011 In spite of the trying economic conditions globally we had had a 250% growth in customers employing Snapshotz over 2011 and have forecast to double growth in 2012. Over two thirds of Snapshotz users have a subscription purchase. Snapshotz today can still […]

Posted on December 02, 2011 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Tools • Call centre consulting • Contact Centre Ops • Planning • Strategy • The Taylor Reach Group

Tags: #callcenterDIY• #cctr• #custserv• Call Center Assessment• Call Center Audit• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• Snapshotz• Strategy

Just recorded this presentation and insights around call center audit value, purpose and opportunities. On the journey to meet your customer experience and organizational goals it is essential that you can judge where you are at as well as where you are going. A contact center audit provides that assessment, guides your journey,… You can […]

Posted on November 22, 2011 in Call Center DIY • Call Center Management • Contact Centre Ops • Planning • Self Service • The Taylor Reach Group

Tags: #callcenterDIY• #cctr• #contactcenter• #custserv• Best Practice• Call Center Consulting• Colin Taylor• Contact Center Management• Contact Center Strategy• Customer Experience• ebilling• Operational Management• Self Service• Strategy• Taylor Reach Group• Utilities

Self Service of Cents and Sensibility Part 2 By: Colin Taylor In part 1 of this three part series we looked at the history of service service, the challenges organizations and customer face when trying to interact via self service, the most popular and preferred self service channels, costs and effectiveness and declining success rates. […]

Posted on November 10, 2011 in Call Center DIY • Call Center Management • Customer Experience • Customer Satisfaction • Facts and Figures • Planning • Research • Self Service • Strategy • Technology • The Taylor Reach Group

Tags: #callcenterDIY• #cctr• #contactcenter• #custserv• Call Center Consulting• Colin Taylor• Contact Center Management• Contact Center Strategy• Customer Experience• Operational Management• Self Service• Strategy• Taylor Reach Group

Self Service – Of Cents & Sensibility Part 1 By: Colin Taylor A 1% improvement in customer satisfaction in utilities is worth 4.6% in market value growth so says Claes Fornell of the University of Michigan, producers of the American Customer Satisfaction Index. So if good service pays such high dividends: why is there so […]

Posted on November 08, 2011 in Call Center Consulting • Call Center DIY • Call centre consulting • Contact center consulting • Contact Centre Ops • Opinion • People management • Quality • Strategy • Success • The Taylor Reach Group

Tags: #callcenterDIY• #cctr• #custserv• #fiveideas• Call Center Consulting• Colin Taylor• Contact Center Management• Outsourced Quality Listening• Research

By: Colin Taylor Last week I asked for your help – I wanted to find out the topics that resonate with you the call or contact center operator. I promised that once you voted for your favorite I would write the article post. Well you did your part and I did mine, you can read […]