Who owns the customer experience anyway?
By Patricia Ballantyne Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. You can also obtain a CCXP (Certified Customer Experience Professional) certification, which recognizes professional credentials and expertise in […]Read more
Metrics That Matter: Service Level
Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #Cx• ASA• Call Center Consulting• Colin Taylor• Consulting Contact• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• service level• Strategy• Taylor Reach Group
By Colin Taylor Service level is one of the most common metrics employed at call and contact centers to define how the center is performing. Senior management becomes acclimatized to looking for that service level number and reacting to it as a gauge of how well they’re performing against targets and in meeting their customer […]Read more
The Coming Disruption of the Contact Center Outsourcing Industry
Posted on January 11, 2018 in Abandon rate • abandon rate • AHT • Average handle time • Call Center KPIs • Call Center Metrics • Contact Center KPIs • Contact Center metrics • Forecasting • Forecasting- WFM • KPIs • Outsourcing • Outsourcing • Service Level • Sourcing
By: Colin Taylor The Contact Center outsourcing industry is a significant piece of the customer service and support landscape. The US market size was estimated by the Everest Group at between $78 and $81 billion dollars annually. Each day millions of calls, emails, chats, SMS messages and social media interactions are handled by Contact Center […]Read more
Calculating Service Level in Light of Customer Experience and IVRs
By: Peg Ayers and Turaj Seyrafiaan Definition of Service Level: The percentage of calls answered within a set threshold. Note: Service level applies to live contacts so the same definition can be used for other channels such as Chat or SMS. Other channels such as email, fax and even social media are measured based on […]Read more
Contact Center Metrics, Why Do They Matter?
Posted on August 23, 2017 in Agent Experience • AHT • ASA • Call Center DIY • Call Center Management • Call Center Performance • Call Center Tools • CES • CSAT • Customer Experience Metrics • Customer Satisfaction • Facts and Figures • FCR • Forecasting • Forecasting- WFM • Metrics • Net Promoter • NPS • Service Level • WFM
By: Colin Taylor Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. Contact Centers can generate an immense amount of data and reporting on just about anything that we could […]Read more
Auditing, Made Easy.
Posted on August 24, 2016 in Agent Experience • Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Customer Experience Management • Customer Experience Metrics • Facts and Figures • Metrics • Opportunity • People management • Service Level • Strategy • Technology • The Taylor Reach Group
Operational Efficiency, Excellence and Best Practice improvements can only be achieved once the opportunities have been identified. The reality is however, that due to the ever changing world of technology, communications and the customers themselves, the metrics that reveal the opportunities are constantly changing and adapting to new innovations, fads and management concepts. When in truth Operational […]Read more
Metrics that Matter – Service Level
Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #Cx• ASA• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• service level• Strategy• Taylor Reach Group
Hello, my name’s Colin Taylor and I’m the CEO and Chief Chaos Officer for the Taylor Reach Group. We are a call and contact center consulting firm based in the Toronto area. We assist our client organizations in improving the customer experience, operational effectiveness and efficiency of their call or contact center. Today in this […]Read more