Call Center DIY
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Self Service – Of Cents & Sensibility Part 1
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 […]
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#fiveideas The Results are In- Read the Post and Vote on this Weeks Topics
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 […]
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5 Good Call Center Ideas – #5ideas
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 […]
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Customer Experience & the Call Center
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
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Can a SaaS Based Call Center Tool Deliver Real Savings?
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 […]
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Shoulder Massages to Boost Morale
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 […]
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Floral distributor executive wins Snapshotz Call Centre Audit Draw
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 […]
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Customer Reach Newsletter June 2011
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 […]
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Police Policy or Empower- The Delta Impacts the Customer
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 […]
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Outbound Calling, the Ugly Duckling of Call Centers or the key to Goose your center revenues?
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 […]
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