Certification

Posted on January 27, 2015 in Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Certification • Contact center consulting • Contact Centre Ops

Tags: #2015trends• #cctr• #chat• #custeffort• #custserv• #custsexp• #cxs• #elearning• #gamification• #mobile• #sms• #toptrends• #voc• #zeroservice• Empowerment• Trends

By: Colin Taylor This is the time of the year when we are inundated by watch lists and trend lists of the activities, technologies and methodologies that are expected to change our world in the coming year. Unfortunately most of these lists and listed item fall on deaf ears as they are not relevant to […]

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 […]