Employee Engagement

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 04, 2012 in Call Center Management • Contact Centre Ops • Employee Engagement • Facts and Figures • People management • retention • Turnover

Tags: #custserv• Attrition• Contact Center Management• Operational Management

The following statistics are food for thought when we consider the real costs of turnover in our organization. Halogen Software shared the following information “The cost of losing good talent is particularly acute and one of the most direct calculations that demonstrates the impact of poor talent management. • HCI research shows that at a […]

Posted on March 26, 2012 in Call Center Management • Call Center Performance • Employee Engagement • People management • Positions • retention

Tags: #callcenterDIY• #cctr• #custserv• baby Boomer• Call Center Consulting• Colin Taylor• Contact Center Consulting• Customer Service Consulting• gen X• Millennial• Myths• Strategy• Taylor Reach Group

By Colin Taylor I read an interesting article by Jennifer J Deal at strategy+business looking at five myths we hold about Millennials. For the past number of years we have all heard horror stories about organizations that gave away iPads, spot bonuses, socially conscious and social responsible activities, but still had staff leave for greener […]

Posted on December 14, 2011 in Call Center Assessment • Call Center Management • Contact Centre Ops • Employee Engagement • People management • retention • rewards/recognition • Turnover

Tags: Attrition• Colin Taylor• Contact Center Management• Contact Center Strategy• contest• incentive• Leadership• Operational Management• recognition• rewards• Taylor Reach Group

Closing the Revolving Door – Part 2 By: Colin Taylor So how do we build an enduring structure in our call center that will support engagement, motivation and allow us to deploy aligned reward/recognition programs that succeed in meeting the objectives of the center and the business? But what happens if we can design an […]

Posted on November 29, 2011 in Call Center Management • Call Center Tools • Employee Engagement • People management • rewards/recognition • Strategy • Success • The Taylor Reach Group • Training • Turnover

Tags: #cctr• #custserv• Contact Center Management• Contact Center Strategy• Operational Management• Strategy• Taylor Reach Group• Training

Closing the Revolving Door – Part1 By: Colin Taylor Staff and Agent retention was a ‘hot’ button topic in the call center industry 20 years ago and still is one now. So how is it that the same issue that ‘dogged’ call centers two decades ago is still a ‘front burner’ issue today? I think […]

Posted on July 28, 2011 in Call Center Consulting • Call Center DIY • Call Center Management • Call Center Tools • Call centre consulting • Employee Engagement • News

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

Here is an interesting story of using massages, dinners and beverages to boost morale and keep call center agents engaged. Stressed Christchurch staff get shoulder massages Hard worked Christchurch City Council customer service staff are receiving free shoulder massages every 10 days to boost morale. Call volume at the council’s contact centre has doubled since […]