Call Center Management

Root Cause Analysis in the Contact Center

Posted on April 09, 2018 in Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Case Study • Customer Experience • Customer Reach • Root Cause Analysis • Strategy

Tags: Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Root Cause Analysis• Strategy

By: Colin Taylor It always amazes me how Contact Center managers, their direct supports, and their superiors often fail to use one of the best tools at their disposal, Root Cause Analysis. Of course, if you are always fighting fires it is difficult to find the time and/or resources to research what is causing the […]
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Home Improvement Services Company Selects Taylor Reach to Design Virtual Contact Center

Posted on March 29, 2018 in Call Center Consulting • Call Center Management • Call centre consulting • Contact Center Technology • New Call Center • People management • Planning • Press Release • Virtual Call Center • Vrirtual Contact Center

CX and Contact Center consulting firm, The Taylor Reach Group Inc., selected to design and develop a Virtual Contact Center for a Home Improvement Services organization TORONTO (PRWEB)March 28, 2018 Customer Experience (CX) and Contact Center consulting firm, The Taylor Reach Group, Inc., announced today that they have been selected to design and […]
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Leading by Example: What our Supervisors Need to Know

Posted on February 21, 2018 in Call Center Management • Call Center Performance • Employee Engagement • Employee Experience • Occupancy • People management • Supervisor

By: Peg Ayers, MBA, CCXP “What you are speaks so loudly, I can’t hear what you are saying.” – Ralph Waldo Emerson “Do as I say, not as I do.” Nobody says it aloud. But it’s illustrated every day when people give rules and advice to others that they don’t follow themselves. New supervisors can […]
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Graffiti Feedback: Engaging your Employees by Listening

Posted on January 18, 2018 in Agent Experience • Call Center Management • Employee Engagement • Employee Experience • Supervisor

By: Peg Ayers Peg’s Page You know how time moves faster when holidays are coming up, and you have a huge to-do list? It was that time for me about 15 years ago when I realized I hadn’t figured out the holiday parade theme for my Contact Center. In our small city in the hills […]
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Calculating Average Handle Time in Light of Customer Experience and IVRs

Posted on January 03, 2018 in AHT • Average handle time • Call Center Management • Call Center Performance • Customer Experience • IVR • IVR • Metrics

By: Peg Ayers and Turaj Seyrafiaan Definition of Average Handle Time: The average time spent handling a contact with a customer, which may be a call, email, chat or any kind of request. The total handle time includes not only the time that an agent spends directly communicating with the customer but also time spend […]
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Help Your Supervisors Start 2018 Out Right

Posted on December 21, 2017 in Business continuity • Call Center Management • Employee Experience • People management • Supervisor

By: Peg Ayers A clean slate. A fresh start. As we remove the plastic wrappings from our new calendars and start neatly recording upcoming events and plans, we’re inspired to make 2018 the best year ever. Our New Year’s Resolutions show the way—if only we’d maintain them past mid-January. Supervisors and managers in your […]
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Calculating Abandon Rate in Light of Customer Experience and IVRs

Posted on December 19, 2017 in Abandon rate • abandon rate • Call Center KPIs • Call Center Management • Call Center Metrics • Call Center Performance • Contact Center KPIs • Contact Center metrics • Customer Experience • Customer Experience Metrics • IVR • KPIs • Metrics

By: Peg Ayers and Turaj Seyrafiaan Definition of Abandon Rate: The percentage of calls ended by the caller before being answered by an agent. Calculation: Abandoned Calls/ (Abandoned Calls + Answered Calls) X 100 Example: 90 calls are answered; 10 calls are abandon before they’re answered. Abandon rate is 10/ (10+90) which is 10%. Alternate […]
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Calculating Service Level in Light of Customer Experience and IVRs

Posted on December 12, 2017 in Call Center Management • Call Center Performance • Customer Experience Metrics • Facts and Figures • IVR • IVR • Metrics • Service Level

By: Peg Ayers and Turaj Seyrafiaan Definition of Service Level: The percentage of calls answered within a set threshold. Note: Service level applies to live contacts so the same definition can be used for other channels such as Chat or SMS. Other channels such as email, fax and even social media are measured based on […]
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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 […]
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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 […]
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