Call Center Management

Posted on June 05, 2020 in Agent Experience • Best Practices • Call Center Management • Contact Center • Contact Centre Ops • Forecasting- WFM • Outsourcing • People management • Research • WFH • WFM

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #Cx• call center• Colin Taylor• Contact Center Management• COVID-19• Operational Management• WFH• WFM• work from home

By Colin Taylor Roughly three months into the COVID-19 shutdown, there has been a lot of discussion around what COVID-19 has done to our society, our economy, our elderly and; if you live in my little corner of the world; our customer experiences and contact centers. Contact centers for many organizations could not stop operating, […]

Posted on May 14, 2020 in Agent Experience • Call Center Management • Call Center Performance • Contact center consulting • Employee Engagement • Employee Experience • Forecasting- WFM • WFM

Tags: #callcenter• #callcentre• #contactcenter• #contactcentre• Call Center Consulting• Contact Center Consulting• Contact Center Management• employee engagement• employee experience• Leadership• Operational Management• WFM

‘ By Peg Ayers If you had a way to increase sales by 20%, be 21% more profitable and increase your customer satisfaction scores by 10%, would you do it?  How about improving employee retention by 24-59%, lowering absenteeism by 41% and increasing productivity by 17%?  According to the Gallup Organization, you could do all […]

Posted on April 01, 2020 in Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Contact center consulting • Contact Centre Ops • Disaster Recovery • Emergency • Employee Experience • People management • WFM

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• call center• Call Center Consulting• Contact Center Management• Leadership• Operational Management• WFM

by JD Fairweather If you asked any contact center manager two months ago about their business continuity plan, they’d likely opine on their facility’s readiness to address just about any emergency scenario. These same managers have seen their expertise and resolve put to the test in recent weeks due to COVID-19. And with effects of […]

Posted on March 06, 2020 in Business continuity • Call Center Management • Disaster Recovery • People management • WFM

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custserv• Contact Center Management• WFM

By Colin Taylor We certainly are living in interesting times. This is unquestionably the best time to ever have lived as a human being; not so good for other species perhaps. Yet we are regularly faced with new issues and challenges that can impact both our personal and business lives. The current challenge is how […]

Posted on January 22, 2020 in Agent Experience • AHT • Call Center Management • Contact center consulting • Customer Experience • Customer Satisfaction • Customer service • Employee Engagement • Employee Experience • Turnover • WFM

Tags: #callcenter• #cctr• #contactcenter• Call Center Consulting• Contact Center Consulting• Contact Center Management• Customer Service Consulting• WFM

By Colin Taylor When working to deliver good customer service, there are many tactics you shouldn’t employ even though on the surface they may look like they fit the bill of improving customer service and supporting your limited budgets. Here are two of those tactics you should avoid: Capping handle time for agents. Trying to […]

Posted on January 17, 2020 in agent attrition • Agent Experience • Call Center Consulting • Call Center Management • Call Center Performance • Contact center consulting • Contact Centre Ops • Employee Engagement • Employee Experience • People management • Training • WFM

Tags: Attrition• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Leadership• Training• WFM

by JD Fairweather For many contact centers, the road to 2020 is strewn with unfulfilled New Year resolutions from the previous decade, abandoned optimization projects and discarded digital transformations pave the way. The good news is it’s not too late to course correct. So, looking ahead to a simpler, resolute future, here are three areas […]

Posted on December 11, 2019 in Agent Experience • Call Center Consulting • Call Center Management • Contact center consulting • Customer Experience • Customer Satisfaction • Customer service • Employee Engagement • Employee Experience • Incentives • People management • retention • rewards/recognition • WFM

Tags: #callcenter• #cctr• #contactcenter• #custexp• #Cx• #retention• call center consultants• call centre consultants• Colin Taylor• contact center consultants• contact centre consultants• Customer Experience• customer experience consulting• Customer Service Consulting• CX consulting• incentive programs• incentives• Training• WFM

By Colin Taylor “Make your employees happy and they will make your customers happy.” This simple maxim has been echoed by business leaders from Richard Branson to Herb Kelleher, and it is true. The challenge lies in how you make you employees or in the case of a contact center, your agents happy. It is […]

Posted on November 29, 2019 in Agent Experience • Best Practices • Call Center Consulting • Call Center Management • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Customer service • Customer Support • Employee Engagement • Employee Experience • People management • Quality • Quality Assurance • Quality assurance

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• call center• Call Center Consulting• Colin Taylor• Contact Center Consulting• Customer Experience• Customer Service Consulting• Taylor Reach Group

By Colin Taylor I was reading a recent post by Helen Dewdney regarding playing Christmas music in stores to early in the season, and the fact that many retailers plan music even though it is not well received by their customers. The question Helen poses at the end of the post is “Do you think […]

Posted on November 26, 2019 in agent attrition • Agent Experience • Business continuity • Call Center Consulting • Call Center Management • Call centre consulting • Contact center consulting • Employee Engagement • Employee Experience

Tags: #callcenter• #contactcenter• Attrition• Call Center Consulting• Contact Center Consulting• Contact Center Management• WFM

by JD Fairweather The revolving door of employee turnover is a source of frustration for any organization. For contact centers, an industry known for its high attrition rate, high employee turnover can impact not just team morale and productivity, but customer acquisition and retention as well. According to research conducted by The Quality Assurance & […]

Posted on November 18, 2019 in Best Practices • Call Center Consulting • Call Center Management • Call Center Performance • Contact center consulting • Customer Experience • Customer Experience Metrics • Customer Satisfaction • Customer service • Quality Assurance • Quality assurance

Tags: #callcenter• #contactcenter• #custexp• #custserv• Call Center Consulting• Customer Experience• Customer Service Consulting

By Turaj Seyrafiaan More and more contact centers see the value of Quality Assurance in improving their operation both in terms of efficiency and effectiveness. However, in most cases the effectiveness of the process is measured internally based on what the organization believes to be the right approach or behavior. This internally focused approach could […]