Contact Centre Ops

Posted on June 09, 2020 in Agent Experience • AI • Artificial Intelligence • Best Practices • Business continuity • Contact Center • Contact Center Technology • Contact Centre Ops • Virtual Call Center • Vrirtual Contact Center

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• AI• COVID-19• Customer Experience• virtual agents

by JD Fairweather COVID-19 is making clear to US companies and other firms around the world the need for better cost management in the midst of uncertainty. These past few months, we’ve watched contact centers turn to backup plans C and D as work schedules were impacted by stay-at-home orders or their agents’ refusal to […]

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 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 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 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 May 07, 2019 in Agent Experience • Best Practices • Call Center Assessment • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Performance • Call centre consulting • Contact Center • Contact center consulting • Contact Centre Ops • Employee Engagement • People management • retention • Turnover

Tags: #callcenter• #callcentre• #contactcenter• #contactcentre• #custexp• #Cx• AHT• Attrition• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Management• Contact Center Strategy• hours of operation• human resources• Leadership• Operational Management• work hours

By Colin Taylor I asked a client recently how they had determined their contact center hours of operation. After a long pause they replied “I don’t know.” Many organizations don’t think too much about their hours of operations, or HOOPs; they are just a fact of life. The contact center is staffed during this window […]

Posted on April 12, 2019 in Call Center Consulting • Call centre consulting • Case Study • Contact center consulting • Contact Centre Ops • Customer Experience • Opinion • Quality • retention • Strategy • The Taylor Reach Group

Tags: #custserv• #Cx• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Leadership• Outsourced Quality Listening• poor service• Root Cause Analysis• Taylor Reach Group

By Colin Taylor While working on a call center consulting engagement with one of the largest garbage companies in the country we encountered what was likely the most difficult customer I have ever experienced. We were working in a mid- sized call center and discussing their customers. The company serviced urban, suburban and rural customers […]

Posted on April 09, 2019 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Tools • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Experience Management • Customer service audit • Strategy • The Taylor Reach Group

By Colin Taylor Clients frequently ask me what is the single most important activity they should undertake to ensure that their center is operating and performing at an optimal level. Like all of us they are looking for the magical, simple solution to their issues and challenges; just one thing; the magic pill, silver bullet, […]

Posted on April 02, 2019 in Call Center Consulting • Call Center Management • Call Center Metrics • Call centre consulting • Contact center consulting • Contact Centre Ops • CSAT • Customer Experience • IVR • Metrics • Quality • Quality Assurance • Quality assurance

Tags: #callcenter• #contactcenter• #Cx• Call Center Assessment• Call Center Audit• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• CSAT• Customer Experience• Customer Service Consulting• Operational Management• Outsourced Quality Listening• Quality Assurance• Quality Control• Taylor Reach Group

  Quality is a critical support function in call and contact centers. In this interview, Colin Taylor and John Cockerill discuss Quality Assurance, Compliance, outsourcing and the risks and opportunities that can be found by a closer look at your contact centers’ quality program. Colin: Hello and welcome to Talking Contact Centers. My name is […]

Posted on March 26, 2019 in Call Center Consulting • Call Center Management • Call centre consulting • Contact Centre Ops • FCR • Opinion • Opportunity • Planning • Strategy

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

By Turaj Seyrafiaan In the recent years, First Call Resolution (FCR) has become a buzz word in the contact center industry! Everyone is talking about it and it appears that everyone is working on improving the results in their center. Everyone agrees that this is an important aspect of a contact center, however, many organization […]