Employee Engagement

Posted on August 10, 2016 in Call Center Management • Call Center Performance • Contact center consulting • Customer Experience • Customer Satisfaction • Employee Engagement • Metrics • Net Promoter • The Taylor Reach Group

Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #Cx• Call Center Consulting• Contact Center Consulting• CSAT• Customer Experience• Customer Service Consulting• Operational Management• Taylor Reach Group

By: Turaj Seyrafiaan There have always been a number of contact center efficiency and effectiveness indicators. While each has a certain and important role, it should always be emphasized that we cannot analyze these indicators in solitude and need to view them as part of a larger holistic picture. From time to time, however, I […]

Posted on July 26, 2016 in Agent Experience • Call Center Management • Call Center Performance • Employee Engagement • retention • WFM

Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #pokemon• #shrinkage• customer service• WFM

By Colin Taylor It has just been a few weeks since Pokemon Go has unleashed mobs of zombies walking in search of new Pokemon to capture, and other players to battle. The game quickly eclipsed Twitters total number of users and at more than 21 million players it shows no signs that the growth is […]

Posted on February 04, 2016 in Agent Experience • Customer Experience • Employee Engagement • Employee Experience

Tags: #agentexperience• #custexp• #custserv• #Cx• #employeeexperience• #esat• Customer Experience

 By: JD Fairweather The key to a good employee engagement plan is the intent. If the intent is only to increase productivity, revenue, or customer growth—any gains achieved will likely not last long. Now that customer experience is recognized as the differential between competitors many organizations are planning to improve those experiences by deploying employee […]

Posted on January 23, 2014 in Customer Experience • Customer Satisfaction • Employee Engagement

Tags: #callcenter• #custserv• #engagement• Leadership

By: Colin Taylor Labor is the single largest cost in any call or contact center operating budget. We know that in any group of agents there are those who are engaged and those whose lack of engagement becomes a burden to those around them. But what have you done to increase the engagement of your […]

Posted on October 07, 2013 in Call Center Management • Call Center Performance • Contact Centre Ops • Customer Experience • Customer Experience Management • Customer Satisfaction • Employee Engagement • Opinion • The Taylor Reach Group

Tags: #callcenter• #cctr• #custserv• #custservweek• #Cx• CEM

By Colin Taylor Its Customer Service Week. This is the time of year to recognize and appreciate the contributions of all of the people that deliver customer service. This week in call centers across the globe there will be pizza days, cakes, give aways of small dollar value goodies, staff dressed casually and visits by […]

Posted on March 19, 2013 in Call Center Management • Call Center Performance • Contact center consulting • Customer Experience • Customer Mirrors • Customer Satisfaction • Employee Engagement • Strategy • The Taylor Reach Group

Tags: #callcenter• #cctr• #custserv• #Cx• Contact Center Consulting• Contact Center Strategy• CSAT• Customer Experience• Taylor Reach Group

By: Bruce Lebowitz A well-known consumer financial services company launched a product for small businesses. This launch was accompanied by major advertising and comprehensive marketing campaign targeting small business owners and managers. The theme was that this product was designed exclusively for small businesses and would service their specific needs. As a top service provider […]

Posted on November 19, 2012 in AHT • ASA • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction • Education • Employee Engagement • Net Promoter • People management • Self Service • Strategy

Tags: #callcenter• #callcenterDIY• #cctr• #custserv• CSAT• Operational Management• Taylor Reach Group• webinar

Customer Experience is the New Marketing: Servicing Customers and Building Brand Sponsored by Keynomics Thursday, November 15th, 2012 Guest Speaker and Industry Expert Colin Taylor Founder and CEO The Taylor Reach Group CSR’s Delivering Branding and Service How Contact Centers Should Work with Marketing…and Vice Versa New Techniques: Customer Mirrors 6 Tools for Branded Customer […]

Posted on September 05, 2012 in Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Customer Experience • Employee Engagement • Outbound • People management • Strategy • The Taylor Reach Group • Turnover

Tags: #cctr• #custserv• Agent• Attrition• Colin Taylor• Contact Center Management• Contact Center Strategy• extrovert• Introvert• Operational Management• Strategy• Training

By: Colin Taylor There has been a prevailing wisdom that extroverts make better call center agents for telemarketing or outbound calling. After all they have outgoing personalities, they are more easily motivated and get a rush from success. I have worked with many centers where despite this of the forgoing being true, extroverts don’t perform […]

Posted on August 13, 2012 in Call Center Consulting • Call Center DIY • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Customer Experience • Customer Satisfaction • Employee Engagement • People management • Quality • retention • Strategy • The Taylor Reach Group • Training • Turnover

Tags: #cctr• #custserv• Alignment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Experience• Customer Service Consulting• Operational Management• performance management• Training

By Colin Taylor We often say that there are a ‘thousand moving parts’ in any call or contact center and we developed this phrase to illustrate the level of connectedness and inter-relationship that exists between multiple elements and activities in any center. Training, the training process and the training curriculum illustrates this point. Training is […]

Posted on April 09, 2012 in ACM • AHT • ASA • Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center DIY • Call center Humor • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Case Study • Chat • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Reach • Customer Satisfaction • Employee Engagement • Facts and Figures • FCR • Forecasting • Forecasting- WFM • Hiring a call center consultant • Insourcing • Net Promoter • News • Occupancy • Opinion • Research • rewards/recognition • Root Cause Analysis • Self Service • Site Selection • Strategy • The Taylor Reach Group

Is Your Website a Call Center Tool? Millennial Myths & The Call Center, News, Views and “How to’s” In This Issue Is Your Website is a Call Center Tool? Millennial Myths & the Call Center By Colin Taylor Coming Events Call Center Wishes Can Come True…No Genie Required Trends for 2012 from Snapshotz & Customer […]