Positions

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 April 16, 2019 in Call Center Management • Call Center Performance • Employee Engagement • Hiring a call center consultant • People management • Positions • retention

Tags: #callcenter• #callcentre• #cctr• #cctrmyths• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• #HR• Colin Taylor• Contact Center Management• Customer Experience• Leadership• millennials• Myths• Operational Management• Social Media• staffing• Taylor Reach Group• Training

By Colin Taylor I read an interesting article by Jennifer J Deal at strategy+business looking at five myths we hold about Millennials. For the past number of years we have all heard horror stories about organizations that gave away iPads, spot bonuses, socially conscious and social responsible activities, but still had staff leave for greener pastures. […]

Posted on March 26, 2012 in Call Center Management • Call Center Performance • Employee Engagement • People management • Positions • retention

Tags: #callcenterDIY• #cctr• #custserv• baby Boomer• Call Center Consulting• Colin Taylor• Contact Center Consulting• Customer Service Consulting• gen X• Millennial• Myths• Strategy• Taylor Reach Group

By Colin Taylor I read an interesting article by Jennifer J Deal at strategy+business looking at five myths we hold about Millennials. For the past number of years we have all heard horror stories about organizations that gave away iPads, spot bonuses, socially conscious and social responsible activities, but still had staff leave for greener […]

Posted on July 27, 2010 in Call Center Consulting • Contact Centre Ops • Customer Satisfaction • People management • Planning • Positions • Quality • Technology

Tags: Alignment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Strategy• Taylor Reach Group

As a call center consultant when I meet or speak to somone who has just been given the job of Call Center Manager, my response is always the same, “Congratulations or condolenses on your promotion, whichever you feel is more appropriate”. Seriously, managing a call center can be one of the hardest jobs in the […]

Posted on February 06, 2009 in News • Positions

By Cydney Cappello An agreement reached between a telecommunications company and the city of Las Vegas Redevelopment Agency could bring up to 1,000 new jobs to the valley. TELUS plans to create a Las Vegas-based call center at 2251 S. Decatur Blvd. The 104,000-square-foot building used to be home to Montgomery Ward and Healthcare America […]

Posted on January 20, 2009 in Customer Satisfaction • News • Offshoring-Outsourcing • Opinion • Positions

So Dell believes they have found a solution to the level of dissatisfaction that customers feel when dealing with their offshore contact centers. For just $13/month or $99 a year you can speak with US based support agents with a wait time of two minutes or less. Those customers who do not enrol in the […]

Posted on February 01, 2008 in News • Positions

Stephanie Esposito ERWIN–A new company is coming to Southern Tier and bringing at least 400 new job opportunities with it! It’s the second major boost to the Southern Tier economy in just a few months. Governor Eliot Spitzer and other elected officials gathered in Erwin for the ribbon cutting of a new call center Thursday […]

Posted on September 22, 2007 in Customer Satisfaction • Offshoring-Outsourcing • Opinion • Positions • Site Selection

Site Selection for your Contact Center The boss has just asked you to head up the search for a new location for your contact center. You are flattered by the confidence that the boss has in you, you are confident that you can accomplish this task, just as soon as you figure out what to […]

Posted on June 07, 2007 in Positions • Sales • Technology

From time to time I get asked to assist friends and clients in recruiting staff in call center related activities. This is just such an occasion. The positions below are great opportunities for the right people and have significant upside potential for growth and advancement. If either role is of interest to you send me […]