Call Center DIY

Posted on October 17, 2011 in Call Center DIY • Call Center Management • Certification • Contact Centre Ops • Customer Experience • Customer Satisfaction • Forecasting • Quality • Turnover

Tags: #5Ideas• #callcenterDIY• #cctr• #custserv• Call Center Consulting• Colin Taylor• Customer Service Consulting• Strategy

By Colin Taylor I have often heard that just one good idea can change everything. It can make a conference worth attending, change the course of history or even make a meeting worth attending. Now I can’t guarantee that we can change the course of human history or even make a meeting productive, but hopefully […]

Posted on September 28, 2011 in Call Center Consulting • Call Center DIY • Call Center Management • Call centre consulting • Customer Experience • Customer Satisfaction • Strategy

Tags: #custserv• Alignment• Call Center Consulting• CEM• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Experience• Customer Service Consulting• Leadership• Operational Management• Taylor Reach Group

The call center doesn’t define the customer experience, but can be held accountable to deliver it. In this presentation Colin Taylor shares how you can mitigate conflicting messages and expectations and align your call center with the desired and expected customer experience. View the presentation here

Posted on September 01, 2011 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Tools • Contact Centre Ops • Customer Experience • Customer Satisfaction • Planning • Research • Strategy • Technology

Tags: Alignment• Call Center Assessment• Call Center Audit• Call Center Consulting• Case Study• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Costs• FCR• Leadership• Operational Management• Research• Snapshotz• Strategy• Taylor Reach Group

Can Snapshotz deliver $ savings in the public sector? This public sector organization employing 55 agents conducted a review of their centre using the Snapshotz Online tool and support from Customer Services Audit. Initially not expecting to find anything new as multiple databases and an archaic CRM tool were big bugbears. However it was decided […]

Posted on July 28, 2011 in Call Center Consulting • Call Center DIY • Call Center Management • Call Center Tools • Call centre consulting • Employee Engagement • News

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

Here is an interesting story of using massages, dinners and beverages to boost morale and keep call center agents engaged. Stressed Christchurch staff get shoulder massages Hard worked Christchurch City Council customer service staff are receiving free shoulder massages every 10 days to boost morale. Call volume at the council’s contact centre has doubled since […]

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 June 09, 2011 in Call Center Consulting • Call Center DIY • Call Center Management • Contact Centre Ops • Customer Experience • Customer Satisfaction

Tags: Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Delta• Empowerment• Leadership• Operational Management• Social Media

Colin Taylor It has been a few hours since a Delta Airlines employee changed policy at almost every US carrier. Now the change is a positive one, lifting restrictions on the number of bags that returning soldiers can bring for free. But the positive change wasn’t brought about by the positive steps the Delta agent […]

Posted on May 05, 2011 in Call Center Consulting • Call Center DIY • Call Center Management • Call centre consulting • Contact center consulting • Contact Centre Ops • Outbound • Sales • Technology

Tags: Call Center Consulting• Contact Center Management• Operational Management• Strategy• Taylor Reach Group

Outbound Calling, the ugly duckling of call centers or the key to goose your center revenues? By John Cockerill and Colin Taylor We all know the pressures these days to add revenue, become a profit center versus a cost center in the world of call and contact centers. While there is much talk, noise and […]

Posted on May 05, 2011 in Call Center Consulting • Call Center DIY • Call centre consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction

Tags: Call Center Consulting• Contact Center Consulting• Contact Center Management• Customer Service Consulting• Leadership• Strategy• Taylor Reach Group

Managing the Desired Customer Experience in Your Call CenterColin Taylor Like culture, all companies deliver a Customer Experience. Also like culture, it isn’t always what the company intended. It is often a poor customer experience. This is not a situation that can be easily corrected. Drafting a memo that states that “effective immediately we will […]

Posted on March 31, 2011 in Call Center Consulting • Call Center DIY • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Contact center consulting • Customer Experience • Customer Satisfaction • Education • Strategy • The Taylor Reach Group

Tags: Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• CSAT• Customer Service Consulting• Strategy• Taylor Reach Group

Effectiveness Indicators – Customer Satisfaction Turaj Seyfrafiaan In the past several months, we have reviewed a number of contact centre efficiency and effectiveness indicators. While each article discussed a specific grouping of indicators, it was always emphasized that we cannot analyze them in solitude and need to view them as part of a larger holistic […]