What Call Center Metrics mean to Customers
Posted on May 18, 2018 in AHT • ASA • Call Center Consulting • Call Center DIY • Call center Humor • Call Center Management • Call Center Tools • Call centre consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • FCR • Forecasting- WFM • Opinion • Outsourced Quality Monitoring • Quality • retention • Strategy • Technology
By Colin Taylor In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. It has been said that Call Centers produce more data and more measurement opportunities than is possible in almost any other communications channel. But while we know what each of these […]Read more
Drive to 15 – How Minimum Wage Increases Will Impact Businessess & Contact Centers
Drive to $15 – How Minimum Wage Increases Will Impact Businesses & Contact Centers By: Colin Taylor, John Cockerill, Garry Schultz, Turaj Seyrafiaan and David Bradshaw As many of you have heard, Illinois, Ontario have announced anticipated minimum wage increases to $15/hour. Many other American and Canadian, states and provinces are anticipated to follow this […]Read more
How Ontario Minimum Wage Increases Will Impact Contact Centres
How Ontario Minimum Wage Increases Will Impact Contact Centres By: Colin Taylor, John Cockerill, Garry Schultz, Turaj Seyrafiaan and David Bradshaw As many of you have heard, Ontario has announced a minimum wage increase to $15/per hour. This topic has been very controversial as some are in favour of, and others opposed. This jump in wages […]Read more
It’s Customer Service Week…So What About the Other 51 Weeks?
Posted on October 07, 2013 in Call Center Management • Call Center Performance • Contact Centre Ops • Customer Experience • Customer Experience Management • Customer Satisfaction • Employee Engagement • Opinion • The Taylor Reach Group
By Colin Taylor Its Customer Service Week. This is the time of year to recognize and appreciate the contributions of all of the people that deliver customer service. This week in call centers across the globe there will be pizza days, cakes, give aways of small dollar value goodies, staff dressed casually and visits by […]Read more
Pay it Forward Friday
Tags: #callcenter• #callcenterDIY• #cctr• #custserv• #PIF-F• Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Experience• Customer Service Consulting• Taylor Reach Group
We are all busy and we all struggle to improve our own lives and that of those around us. But we also know at some intuitive level that helping people by doing good helps us to live a better life and feel better about ourselves. Can we help others by ‘paying it forward’, knowing that […]Read more
November Newsletter – Social Media: Real Gold or Fools Gold, The LAKE Effect and more
Posted on November 27, 2012 in Call Center Audit • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Management • Customer Reach • Net Promoter • Opinion • Seminars • Social Media • Strategy • The Taylor Reach Group
Tags: #callcenter• #cctr• #custserv• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Consulting• CSAT• Customer Experience• Leadership• Operational Management• Social Media• Taylor Reach Group
Volume 9, Issue 9 November 2012 ISSN 1718-8938 ———————————————————————————————————————————————– Social Media for Customer Service: Gold or Fool’s Gold? By: J.D. Fairweather There’s gold in them thar hills, or so you would be led to believe by the social media pushers who drive companies to open up their service and support departments to the social stream. […]Read more
Does Offshore = Negative Customer Experience?
Posted on November 21, 2012 in Call Center Management • Call Center Performance • Contact Centre Ops • Customer Experience • Customer Experience Management • Customer Satisfaction • Offshoring-Outsourcing • Opinion • Quality • The Taylor Reach Group
By Colin Taylor Following the “Customer Experience is the New Marketing” webinar I did last week I received an interesting question…“Have you found that international 3rd party call centers automatically put you into a negative customer experience for US based customers?” How would you have answered this question? We know that research has shown that […]Read more
Queue Position or Estimated Time to Answer – Which is Better?
By: Colin Taylor We recently asked this question and thought that the topic was worth sharing. Let me know whether you agree with the response and how you would handle this issue in your contact center. Here is the question: “ What is your position on announcing what number ‘in queue’ a customer is, through […]Read more
Social Media for Customer Service: Gold or Fool’s Gold?
By: J.D. Fairweather There’s gold in them thar hills, or so you would be led to believe by the social media pushers who drive companies to open up their service and support departments to the social stream. While the popularity of this format cannot be denied, I would like to take a minute’s pause from […]Read more
Teleperformance to close Cornwall Call Centre
. The Canadian Press Published Wednesday, Nov. 7, 2012 1:43PM EST Another Canadian contact center is closing. This time it is Teleperformance in Cornwall Ontario. While the reasons were not disclosed I would guess it is due to the strength of the Canadian dollar and the relative uncompetitiveness with US locations. CORNWALL, Ont. — It […]Read more