Call Center DIY
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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 […]
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Why the Quality Listening program Should Not be a Performance Review
Posted on August 24, 2012 in Call Center Consulting • Call Center DIY • Call Center Management • Call Center Tools • Call centre consulting • Contact center consulting • Customer Satisfaction • People management • Quality • Strategy • The Taylor Reach Group
Tags: #callcenterDIY• #cctr• #custserv• #fiveideas• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• Strategy
Why the Quality Listening program Should Not be a Performance Review By: Colin Taylor Let’s look at the numbers. In a customer service call center where the quality assurance program requires the evaluation of 4 calls per month. The average agent will handle approximately 1,600 calls in the month. This means that the 4 calls […]
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Training – ‘One of a Thousand Moving Parts’
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 […]
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Snapshotz Monthly Newsletter- Thousand Flowers in Bloom- Millennial Myths Busted-The Language of Leadership
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.” […]
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How Does Your Call Center Rate? – Find Out Now!
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 […]
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You Don’t Know What you Don’t Know
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 […]
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The Fastest and Most Effective Way to Improve your Call Centre Operation (Promo)
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 […]
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The Snapshotz Online Update December 2011
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 […]
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The Evolution the Call Center Audit – Benefits, How & Why…not as dull as it sounds
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 […]
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Self Service of Cents and Sensibility Part 2
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. […]
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