Planning
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Effectiveness Indicators: First Call Resolution, Calls/Resolved
Posted on March 26, 2019 in Call Center Consulting • Call Center Management • Call centre consulting • Contact Centre Ops • FCR • Opinion • Opportunity • Planning • Strategy
Tags: Call Center Consulting• Contact Center Consulting• Contact Center Management• Customer Service Consulting• FCR• Operational Management• Taylor Reach Group
By Turaj Seyrafiaan In the recent years, First Call Resolution (FCR) has become a buzz word in the contact center industry! Everyone is talking about it and it appears that everyone is working on improving the results in their center. Everyone agrees that this is an important aspect of a contact center, however, many organization […]
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Site Selection for Your Contact Center
Posted on May 10, 2018 in Call Center Consulting • Planning • Purchasing • Purchasing Decisions • Site Selection
By: Colin Taylor, CEO & Chief Chaos Officer Finding the near perfect place to put your new Call Center or Contact Center can be a daunting task. It becomes far less onerous with a well thought out plan that embraces all the factors affecting your decision. In this post, I am going to explain what […]
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Home Improvement Services Company Selects Taylor Reach to Design Virtual Contact Center
Posted on March 29, 2018 in Call Center Consulting • Call Center Management • Call centre consulting • Contact Center Technology • New Call Center • People management • Planning • Press Release • Virtual Call Center • Vrirtual Contact Center
CX and Contact Center consulting firm, The Taylor Reach Group Inc., selected to design and develop a Virtual Contact Center for a Home Improvement Services organization TORONTO (PRWEB)March 28, 2018 Customer Experience (CX) and Contact Center consulting firm, The Taylor Reach Group, Inc., announced today that they have been selected to design and […]
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Operational Indicators – Average Handle Time (AHT)
Posted on March 20, 2018 in AHT • Call Center Consulting • Contact Centre Ops • Customer Satisfaction • Education • Forecasting- WFM • People management • Planning • Strategy
Tags: AHT• Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• WFM
By: Turaj Seyrafiaan Have you ever wondered what is behind any of the Contact Center operational indicators? Why do we measure what we measure and what do they mean? In this article, we tackle one of the most important indicators; Average Handle Time (AHT) AHT is defined as the total amount of time (on average) […]
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Operational Indicators – Service Levels, ASA & Occupancy Rate
Posted on March 19, 2018 in AHT • ASA • Call Center Consulting • Contact Centre Ops • Customer Satisfaction • Forecasting- WFM • Occupancy • People management • Planning • Strategy
Tags: ASA• Call Center Consulting• Contact Center Consulting• Contact Center Management• Operational Management• service level• Strategy• Taylor Reach Group• WFM
By: Turaj Seyrafiaan In the last Indicators post, we discussed one of the most important operational indicators: Average Handle Time or AHT. In this issue, we continue with other operational indicators dealing with the efficiency of the center, i.e. “Service Level”, “Average Speed of Answer (ASA)” and “Occupancy Rate”. Although each indicator provides different information, […]
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The Cost of Chat in the Call Center
Posted on June 05, 2014 in Call Center Management • Call Center Tools • Chat • Customer Experience • Facts and Figures • Planning • Technology
Tags: #callcenter• #chat• #contactcenter• #custserv
The Cost of Chat Compared to Voice in the Contact Contact or Call Center I have been asked this question more than a few times. Often people are looking at implementing chat or webchat in their call or contact center and they need to justify the ROI. In this post we will briefly provide an […]
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The One Thing to Improve Outsourcing Success
Posted on February 08, 2013 in Call Center Management • Call Center Performance • Contact Centre Ops • Customer Experience • Gartner • Net Promoter • Offshoring-Outsourcing • Planning • Strategy • The Taylor Reach Group
Tags: #callcenter• #cctr• #custserv• CSAT• hriing• Knowledgebase• NPS• Orbys• Outsource Assessment• Outsourcing• skills and competencies• Training
By Colin Taylor I was on a webinar yesterday and heard that according to Gartner 80 percent of customer service outsourcing projects that are designed to cut costs will fail. Gartner cited many causes including incomplete processes, ill-planned compensation structures and lack of management. This statistic is in line with the Orbys Consulting finding that […]
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Social Media for Customer Service: Gold or Fool’s Gold?
Posted on November 15, 2012 in Chat • Contact Centre Ops • Customer Experience • Customer Experience Management • Customer Satisfaction • Opinion • Planning • Social Media • The Taylor Reach Group
Tags: #callcenter• #cctr• #custserv• Call Center Consulting• Contact Center Management• Operational Management• Strategy
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 […]
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Aligning Customer Experience and Marketing – by NBA’s Oklahoma City Thunder nets CCO of the Year Award
Posted on October 30, 2012 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction • Net Promoter • Planning • Quality • Strategy
Tags: #callcenter• #cctr• #custserv• Alignment• CE Snapshot• CEM• Colin Taylor• Customer Service Consulting• CX Snapshot• Operational Management• Taylor Reach Group
By: Colin Taylor Congratulations to Pete Winemiller, SVP of guest relations for the NBA’s Oklahoma City Thunder, who was named the 2013 Chief Customer Officer (CCO) of the Year, by The Chief Customer Office Council (CCO Council). The award recognized individuals who “improving customer relationships, driving profitable customer behavior, creating a customer-centric culture, and helping […]
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New York City 311 Contact Center
Posted on October 16, 2012 in Call Center Management • Call Center Performance • Call Center Tools • Case Study • Contact Centre Ops • Planning
Tags: #callcenter• #cctr• 311• Colin Taylor• Contact Center Management• Leadership• Operational Management• Strategy• Taylor Reach Group
Recently Taylor Reach had the opportunity to tour and talk with Joseph R. Morrisroe of New York’s 311 services. The Call Center, launched in 2003 grew to over 400 staff with full and part-time, now through call and service remodeling has reduced the staff needed to about 280. The center takes about 22 million calls […]
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