Employee Experience
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15 steps to Improve your Contact Center
Posted on May 11, 2023 in Agent Experience • Best Practices • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Performance • Call Center Technology • Call Center Tools • Call centre consulting • Contact center consulting • Contact Centre Ops • Employee Engagement • Employee Experience • Leadership • People management • Planning • Quality • Quality Assurance • retention • Strategy • WFM
Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• Call Center Audit• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Leadership• Operational Management• Taylor Reach Group• WFM
by Colin Taylor I was in Las Vegas last week attending and speaking at Call & Contact Center Expo US and it was a great time. I got to see a number of familiar faces and meet a bunch of new friends. I also saw a lot of very interesting technologies. I was particularly impressed […]
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Happy New Year and Welcome to 2023!
Posted on January 06, 2023 in Agent Experience • AI • Best Practices • Blog • Call Center Management • Contact Center • Contact center consulting • Contact Center Industry Statistics • Customer Experience • Employee Engagement • Employee Experience • FCR • Forecasting- WFM • Opinion • Planning • Quality Assurance • Virtual Call Center • Vrirtual Contact Center • WFM
By Colin Taylor As I look at the new and shiny year ahead, I wonder what delights and innovations and opportunities may lie ahead for Contact Center operations. I think in many ways we will finally shake the post-pandemic hangover; we just need to take two aspirin and realize that what we have been dealing […]
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Coaching Through Questions
Posted on October 20, 2022 in Agent Experience • Best Practices • Call Center Consulting • Call Center Management • Contact center consulting • Contact Centre Ops • Education • Employee Engagement • Employee Experience • People management • Quality • Training • WFH • WFM
Tags: #callcenter• #contactcenter• Attrition• Call Center Consulting• Contact Center Consulting• Contact Center Management• Leadership• Taylor Reach Group• WFM
By Peg Ayers As Supervisors and Managers, we often feel we must have all the answers. We need to share our great experience and knowledge with those on our teams. We’ve been promoted for our skills, and we need to make sure everybody understands that. This can lead to coaching conversations where we spend more […]
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The Great Resignation, The Great Re-Think, or The Great Retirement?
Posted on October 14, 2022 in Agent Experience • AI • Call Center Consulting • Contact center consulting • Customer Experience • Employee Engagement • Employee Experience • Leadership • WFH • WFM
Tags: #callcenter• #contactcenter• #custserv• Call Center Consulting• Colin Taylor• Operational Management• WFM
By Colin Taylor We are now into the fourth quarter of the year. Retail and ecommerce firms are gearing up for the holiday season, which means more staff. But where are they going to find more staff? It is hard to find new staff. We can blame the Great Resignation if we like, but where […]
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Contact Center Training Isn’t Buddy-Buddy
Posted on February 11, 2022 in Agent Experience • Best Practices • Contact Centre Ops • Employee Engagement • Employee Experience • People management • Training • WFM
Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Colin Taylor• Contact Center Management• Leadership• Training• WFM
By Colin Taylor A lack of agent training is a sure-fire way of ensuring customers are disappointed. Learning a new skill or capability provide both enjoyment and a break from the mundane, and brings with it the opportunity to increase earnings. But to be effective, organizations need to ensure that they take a measured and […]
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Get Used To It
Posted on October 29, 2021 in Call Center Management • Contact center consulting • Customer Experience • Employee Experience • Leadership • Outsourced Quality Monitoring • Outsourcing • Quality Assurance • WFH • WFM
Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• Call Center Consulting• Colin Taylor• Contact Center Consulting• Customer Experience• WFH
By Colin Taylor We won’t go back to the “before times.” It is a simple as that. Wanting the world to be as you think it should be, rather than as it is, is the textbook definition of neurotic. So buckle up and get ready for the new world. “Hybrid work” is a new and […]
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Gratitude: Now’s the Time to Show It!
Posted on December 21, 2020 in Employee Engagement • Employee Experience • Incentives • Leadership • People management • retention • Turnover • WFM
Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• Contact Center Management• Leadership• Operational Management• WFM
By Peg Ayers With the holiday season upon us and New Year’s Day coming up, it’s easy to say, “Let’s just get out of this ridiculous year! I don’t want to give 2020 another thought! I’m looking to the future.” Focus on the future is great, but let’s not forget the lessons we’ve learned this […]
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It’s Not About You
Posted on October 07, 2020 in Employee Engagement • Employee Experience • Leadership
By Peg Ayers I once sat in on a conversation between the Director of Human Resources (HR) and a Contact Center Manager who was losing his job as part of a reduction in force. The HR guy went on at length about how bad he felt about this, and how much he regretted having to […]
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Where are My Friends? Adjusting to Life as a Leader
Posted on September 01, 2020 in Agent Experience • Employee Engagement • Employee Experience • Leadership • WFM
Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• call center• Call Center Consulting• Contact Center Management• Leadership
By Peg Ayers A good leader is a person who takes a little more than his share of the blame and a little less than his share of the credit. John C. Maxwell In my years in contact center leadership, my team and I debated many topics and searched for answers to such burning questions […]
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The Importance of Human Connection in a Remote Workplace
Posted on August 20, 2020 in Agent Experience • Best Practices • Business continuity • Call Center Consulting • Call Center Management • Contact center consulting • Contact Centre Ops • Customer Experience Management • Emergency • Employee Engagement • Employee Experience • Leadership • Outsourcing • People management • Training • Virtual Call Center • Vrirtual Contact Center • WFH • WFM
Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• Attrition• call center• Call Center Consulting• Contact Center Consulting• Contact Center Management• Operational Management• Outsourcing• remote work• remote worker• WFH• WFM• work from home
by Patricia Ballantyne When we packed up our offices to work from home in March, many thought it would only last a few months until it was safe to return to an office space. Today, it seems pretty clear that many companies have adopted this new working model for the foreseeable future. Some will allow […]
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