Employee Experience

Medical Marijuana Company Appoints Contact Center Consultancy to Develop Agent Training Program

Posted on March 13, 2018 in Agent Experience • AHT • Call Center Consulting • Call Center Performance • Call centre consulting • Education • Employee Engagement • Employee Experience • Press Release

  Customer Experience and Contact Center consulting firm, The Taylor Reach Group, Inc., is designing an Agent On-Boarding Training Curriculum. TORONTO (PRWEB)March 13, 2018 The Taylor Reach Group, Inc., a globally acknowledged and leading Contact Center and Customer Engagement consulting agency, announced today that they have secured a Contact Center Agent Training Re-Design agreement with […]

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Leading by Example: What our Supervisors Need to Know

Posted on February 21, 2018 in Call Center Management • Call Center Performance • Employee Engagement • Employee Experience • Occupancy • People management • Supervisor

By: Peg Ayers, MBA, CCXP “What you are speaks so loudly, I can’t hear what you are saying.” – Ralph Waldo Emerson “Do as I say, not as I do.” Nobody says it aloud. But it’s illustrated every day when people give rules and advice to others that they don’t follow themselves. New supervisors can […]

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Graffiti Feedback: Engaging your Employees by Listening

Posted on January 18, 2018 in Agent Experience • Call Center Management • Employee Engagement • Employee Experience • Supervisor

By: Peg Ayers  Peg’s Page You know how time moves faster when holidays are coming up, and you have a huge to-do list? It was that time for me about 15 years ago when I realized I hadn’t figured out the holiday parade theme for my Contact Center. In our small city in the hills […]

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Help Your Supervisors Start 2018 Out Right

Posted on December 21, 2017 in Business continuity • Call Center Management • Employee Experience • People management • Supervisor

By: Peg Ayers   A clean slate. A fresh start. As we remove the plastic wrappings from our new calendars and start neatly recording upcoming events and plans, we’re inspired to make 2018 the best year ever. Our New Year’s Resolutions show the way—if only we’d maintain them past mid-January. Supervisors and managers in your […]

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Chat in the Contact Center – an Expert Panel Weighs in – Part 1/3

Posted on June 06, 2017 in Agent Experience • AHT • Call Center Consulting • Chat • Customer Satisfaction • Employee Experience • FCR • Opportunity • Purchasing Decisions

Chat in the Contact Center – an Expert Panel Weighs in – Part 1/3 You may or may not have reviewed Comm100’s 2016 Livechat Benchmark Report. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. This discussion examines chat in the Contact Center, highlights […]

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Great Call Center OR Great Call?

Posted on January 24, 2017 in Agent Experience • Call Center Consulting • Call Center Management • Call Center Performance • Contact Center • Customer Experience • Employee Experience • Hiring a call center consultant • People management

Tags: #callcenter• #callcentre• #contactcenter• #custexp• Call Center Consulting• Customer Experience

By: Bruce Lebowitz Executives often judge a contact center by traditional metrics.  These might include low abandonment rates, an extremely quick speed to answer and meeting handling time goals.  When proud of a contact center, executives often point to its technology too.  The fact that the contact center never goes down, has instant screen pops […]

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Intent is Key When Designing an Employee Experience Plan

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 […]

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