Quality

Posted on October 20, 2022 in Agent Experience • Best Practices • Call Center Consulting • Call Center Management • Contact center consulting • Contact Centre Ops • Education • Employee Engagement • Employee Experience • People management • Quality • Training • WFH • WFM

Tags: #callcenter• #contactcenter• Attrition• Call Center Consulting• Contact Center Consulting• Contact Center Management• Leadership• Taylor Reach Group• WFM

By Peg Ayers As Supervisors and Managers, we often feel we must have all the answers. We need to share our great experience and knowledge with those on our teams. We’ve been promoted for our skills, and we need to make sure everybody understands that. This can lead to coaching conversations where we spend more […]

Posted on September 28, 2022 in AHT • Best Practices • Call Center Consulting • Call Center Management • Call Center Performance • Contact Center Technology • Contact Centre Ops • Customer Experience • Customer Mirrors • Help Desk • Quality • Quality Assurance • Training

Tags: #callcenter• #contactcenter• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• scripting

By Colin Taylor [This post was adapted from a webinar that Colin Taylor delivered for Customer Contact Central on September 8, 2022. You can see the replay here while available: https://www.customercontactcentral.com/frs/22041151/top-industry-secrets-for-successful-contact-center-scripting/email] There has been a continuous evolution in scripting since we were taping printed copies onto cubicle walls. There are primarily 4 different types of […]

Posted on September 21, 2022 in Best Practices • Call Center Consulting • Call Center Management • Call centre consulting • Case Study • Contact center consulting • Contact Centre Ops • Hiring a call center consultant • Quality • TRG

Tags: #callcenter• #contactcenter• Call Center Assessment• Colin Taylor• Contact Center Consulting• Strategy• Taylor Reach Group

Not long ago, Taylor Reach was retained to design and creation of a single contact center for a large municipality that effectively combined three departments into one. Municipal governments operate complex, multi-tiered contact center operations supporting resident inquiries to many departments. As a result, customers—in this case, clients, taxpayers and residents—need to be assured of […]

Posted on May 09, 2022 in Quality • WFM

By Colin Taylor Understanding Your Contact Center Costs: Attrition A recent report from Gartner[1] referenced the cost to replace a frontline agent at $14,113. We have seen similar figures when working with clients. A major municipality that we have worked with, shared that their cost is just over $10,000. While this cost seems high, it […]

Posted on April 08, 2021 in Call Center Management • Call Center Performance • Contact center consulting • Contact Centre Ops • Quality • Quality Assurance

By Turaj Seyrafiaan Quality versus Efficiency? And the winner is … Anyone that has ever worked in a contact center, knows the importance of efficiency. In a typical contact center, we measure efficiency from every angle: Number of contacts per hour, Average Handle Time (AHT), After Call Work (ACW) and Agent Occupancy just to name […]

Posted on November 29, 2019 in Agent Experience • Best Practices • Call Center Consulting • Call Center Management • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Customer service • Customer Support • Employee Engagement • Employee Experience • People management • Quality • Quality assurance • Quality Assurance

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• call center• Call Center Consulting• Colin Taylor• Contact Center Consulting• Customer Experience• Customer Service Consulting• Taylor Reach Group

By Colin Taylor I was reading a recent post by Helen Dewdney regarding playing Christmas music in stores to early in the season, and the fact that many retailers plan music even though it is not well received by their customers. The question Helen poses at the end of the post is “Do you think […]

Posted on November 13, 2019 in Best Practices • Blog • Call centre consulting • Contact center consulting • Contact Center Industry Statistics • Quality

Tags: #callcenter• #contactcenter• best practices• Call Center Consulting• Colin Taylor• Contact Center Consulting• Strategy• Taylor Reach Group

By Colin Taylor We constantly hear about “best practices,” and these are held up as the shining examples of what the best organizations do. The desire for us to want our organization or contact center to be “the best” can be a heady goal and many blindly start down the road to get their organization […]

Posted on May 22, 2019 in Best Practices • Contact Center • Contact center consulting • Customer Experience • Quality

Tags: #callcenter• #contactcenter• #custexp• #Cx• Alignment• Call Center Assessment• Contact Center Consulting• Customer Experience• design• Rosetta Lue• Taylor Reach Group

By Rosetta Lue The government will better serve all stakeholders by establishing a focus to oversee the design and implementation of a human-centered design strategy that: identifies and responds to key touch points in a stakeholder’s journey streamlines, integrates, and scales websites and call centers consistently over time takes a holistic, iterative approach to prioritizing […]

Posted on April 12, 2019 in Call Center Consulting • Call centre consulting • Case Study • Contact center consulting • Contact Centre Ops • Customer Experience • Opinion • Quality • retention • Strategy • The Taylor Reach Group

Tags: #custserv• #Cx• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Leadership• Outsourced Quality Listening• poor service• Root Cause Analysis• Taylor Reach Group

By Colin Taylor While working on a call center consulting engagement with one of the largest garbage companies in the country we encountered what was likely the most difficult customer I have ever experienced. We were working in a mid- sized call center and discussing their customers. The company serviced urban, suburban and rural customers […]

Posted on April 02, 2019 in Call Center Consulting • Call Center Management • Call Center Metrics • Call centre consulting • Contact center consulting • Contact Centre Ops • CSAT • Customer Experience • IVR • Metrics • Quality • Quality assurance • Quality Assurance

Tags: #callcenter• #contactcenter• #Cx• Call Center Assessment• Call Center Audit• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• CSAT• Customer Experience• Customer Service Consulting• Operational Management• Outsourced Quality Listening• Quality Assurance• Quality Control• Taylor Reach Group

  Quality is a critical support function in call and contact centers. In this interview, Colin Taylor and John Cockerill discuss Quality Assurance, Compliance, outsourcing and the risks and opportunities that can be found by a closer look at your contact centers’ quality program. Colin: Hello and welcome to Talking Contact Centers. My name is […]