Leadership

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 […]

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 […]

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 […]

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 […]

Posted on June 12, 2020 in Agent Experience • Best Practices • Employee Engagement • Employee Experience • Hiring a call center consultant • Leadership • Occupancy • Positions • retention • Success • Training • Turnover • WFM

By Peg Ayers “A person’s name is to that person the sweetest and most important sound in any language.”  – Dale Carnegie  Of the many skills required of me in more than 25 years of running large contact centers, one of the most critical has been the ability to remember employee names. When I left […]

Posted on November 21, 2019 in agent attrition • Agent Experience • Call Center Consulting • Contact center consulting • Customer Experience • Customer Experience Management • Employee Engagement • Employee Experience • Leadership • Occupancy • retention • Turnover • WFM

Tags: #callcenter• #contactcenter• #retention• Attrition• Call Center Consulting• Contact Center Consulting• Contact Center Management• WFM

By Peg Ayers   Record low unemployment has created new emphasis on employee retention in contact center operations throughout Canada and the United States.  With payroll as their biggest expense, contact center operators are searching for ways to retain their good employees and save the thousands of dollars it costs them for each one they […]

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 […]

Posted on March 08, 2019 in Call Center Performance • Employee Engagement • Employee Experience • Leadership • People management • Success

By Colin Taylor What is a high performance contact center? High performance is generally accepted to mean performing at the top of any possible performance range. So a High performance contact center is one that meets or exceeds the performance parameters or metrics expected of it. In contact center these parameters will include quantitative: grade […]

Posted on March 05, 2019 in Agent Experience • Best Practices • Call Center Management • Call Center Performance • Education • Employee Engagement • Employee Experience • Leadership • People management • Quality Assurance • Quality assurance • Success • Training

By Peg Ayers Congratulations!  You’ve made it through year end performance evaluations, survived the challenges of January, and 2019 is starting off well for you!  You may be pleased that you don’t have to think about employee reviews again for many months.  But spending some time now could simplify the end of the year a […]

Posted on December 03, 2018 in Employee Engagement • Employee Experience • Leadership • retention • Success • Training

By: Peg Ayers Are all the leaders on your team equally skilled? Who do you think of first when you have something critical that must be handled brilliantly and immediately? We all have our preferences as to who we trust when the pressure is on. This makes it even more important to keep those leaders on […]