Quality Assurance – Avoiding Gray Areas
By: Colin Taylor When we are thinking about our Quality Assurance (QA) processes, we need to ask ourselves, “Are we measuring the right elements and in the right ways?” What I mean by this is “Are our measurements concrete enough?” If we are employing a 10-point scale, can anyone really explain and rationalize a […]Read more
Contact Center Metrics, Why Do They Matter?
Posted on August 23, 2017 in Agent Experience • AHT • ASA • Call Center DIY • Call Center Management • Call Center Performance • Call Center Tools • CES • CSAT • Customer Experience Metrics • Customer Satisfaction • Facts and Figures • FCR • Forecasting • Forecasting- WFM • Metrics • Net Promoter • NPS • Service Level • WFM
By: Colin Taylor Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. Contact Centers can generate an immense amount of data and reporting on just about anything that we could […]Read more
Bank Deploys Video in the Contact/Call Center
An interview by Colin Taylor with Eddie Woodruff I recently sat down with Eddie, Chief Marketing & Communications Officer at Forcht Group, of Kentucky Forcht Bank, in Lexington Kentucky. For the past six years,Eddie has been overseeing the development and direction of the bank’s Contact Center. Here is a transcript of that interview, with great […]Read more
Do you know your Cost of Service?
Peter Elliot Senior Consultant – Europe Customer Service and CRM There is a largely linear relationship between the Quality and Cost of a customer service operation. Intuitively, the better the quality of service offered, the higher the cost. Take the simple example of answering a customer call. To offer the highest service level, the call […]Read more
The Customer Experience: What Makes the Best the Best – Part 1
Good day. My name is Colin Taylor, and in this discussion, we’re going to be discussing the customer experience and what makes the best organizations the best. First, a little bit about myself and the organization. As I said, my name is Colin Taylor, and I’m the Chairman and Chief Chaos Officer for The Taylor […]Read more