Gratitude: Now’s the Time to Show It!
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 […]Read more
Incentives and your Customer Experience
Posted on December 11, 2019 in Agent Experience • Call Center Consulting • Call Center Management • Contact center consulting • Customer Experience • Customer Satisfaction • Customer service • Employee Engagement • Employee Experience • Incentives • People management • retention • rewards/recognition • WFM
Tags: #callcenter• #cctr• #contactcenter• #custexp• #Cx• #retention• call center consultants• call centre consultants• Colin Taylor• contact center consultants• contact centre consultants• Customer Experience• customer experience consulting• Customer Service Consulting• CX consulting• incentive programs• incentives• Training• WFM
By Colin Taylor “Make your employees happy and they will make your customers happy.” This simple maxim has been echoed by business leaders from Richard Branson to Herb Kelleher, and it is true. The challenge lies in how you make you employees or in the case of a contact center, your agents happy. It is […]Read more
Press Release: Leading BPO reaches out to CX and Contact Center consulting firm for assistance in improving agent retention
Posted on November 01, 2019 in agent attrition • Agent Experience • Call Center Consulting • Call Center Management • Call centre consulting • Contact center consulting • Customer Experience Management • Incentives • Leadership • People management • retention • WFM
Taylor Reach Group, Inc., an internationally acknowledged and leading CX and Contact Center consulting firm, announced today that they have been engaged to assess the BPO operational practices and policies with a view to improving agent retention. The US-based client provides customer care and account receivables management services to some of the most respected […]Read more
5 Ways to Engage Your Front-Line Staff
By: Peg Ayers, MBA, CCXP The Front Line Customer Experience. Employee Engagement. Profitability. What’s the largest single influence on all of these things in your business? Chances are, it’s your frontline associates. The people who are dealing directly with your customers. The folks who are making decisions about how they do their work, what they […]Read more
Over 500 lost jobs in a week – Evidence the Canadian dollar has Changed Call Center Location Math
Last week TeleTech announced they were laying off 216 people at its Halifax call centre, which received almost $12 million dollars in job creation grants a decade ago. Marriott also announced last week that they are closing their Fredericton NB centre, laying off 260 staff. Both of these announcements reflect the impact of the change […]Read more
Who said all the Call Center Incentives were Gone?
Just read the Site Selection Groups’ Economic Incentives market Report for December 2011 and it became very clear to me that incentives can still be a significant inducement to business locations and drive localized economic development. The December reports references 186 projects garnering incentives of more than $750 million. The largest project listed is a […]Read more