Quality

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

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

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 […]

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Quality Assurance – Avoiding Gray Areas

Posted on September 06, 2017 in CSAT • Customer Experience • Customer Satisfaction • Quality • Quality Assurance

  By: Colin Taylor When we are thinking about our Quality Assurance (QA) processes, we need to ask ourselves, “Are we measuring the right elements and in the right ways?” What I mean by this is “Are our measurements concrete enough?” If we are employing a 10-point scale, can anyone really explain and rationalize a […]

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Quality Assurance in Your Contact Center

Posted on March 23, 2016 in Call Center Consulting • Call Center Management • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Metrics • Outsourced Quality Monitoring • Quality

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• 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 Colin […]

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Financial Services Sector contact centers perform poorly on all aspects of the Customer Experience, according to CX Snapshot report, released by The Taylor Reach Group

Posted on December 07, 2012 in Call Center Assessment • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction • Financial Services • Net Promoter • Quality • Research • Strategy • The Taylor Reach Group

Tags: #cctr• #custserv• #Cx• CEM• Contact Center Strategy• Research

Failure to Forge an Emotional Connection Restricts Financial Services Sales Potential Toronto – ON (PRWEB) December 06, 2012 The Taylor Reach Group, Inc. (Taylor Reach) and Contextual Strategy Group, LLC (CSG) announced today the release of a CX Snapshot℠ report on Financial Services call centers. Taylor Reach and CSG completed calls employing an ‘acquisition scenario’ […]

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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

Tags: #callcenter• #cctr• #custserv• Colin Taylor• Contact Center Strategy• Costs• CSAT• near-shore• offshore

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 […]

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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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The Gap between Brand Promises and the Customer Experience

Posted on October 12, 2012 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Contact Centre Ops • Customer Experience • Customer Experience • Customer Satisfaction • Net Promoter • Quality • Strategy • Success • The Taylor Reach Group

Tags: #callcenter• #cctr• #ce• #custserv• Call Center Assessment• Call Center Audit• CEM• Contact Center Management• Contact Center Strategy• CSAT• Customer Experience• Taylor Reach Group

Hear Bruce Lebowitz our newest team member speak out the Gap between Brand Promises and the Customer Experience on the next VOC Radio Show- Friday (10/19) – Branded Dialogues Please check out this upcoming episode of Voice of the Customer Radio – Friday October 19th (12-1pm EDT). Where the topic will be discussing Customer Experience […]

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The Art of Calibration

Posted on September 26, 2012 in Call Center DIY • Call Center Management • Call Center Performance • Call Center Tools • Outsourced Quality Monitoring • People management • Quality • Strategy • The Taylor Reach Group

Tags: #callcenter• #callcenterDIY• #custserv• Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Operational Management• Outsourced Quality Listening• Strategy• Taylor Reach Group

By John Cockerill, Calibration is the art of being able to standardize the measurement of calls or transaction quality across and amongst those doing the work and those who review the work. Without calibration any program is open to cries of bias, unfair treatment, and the results can be inconsistent or ineffective. While this is […]

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Why the Quality Listening program Should Not be a Performance Review

Posted on August 24, 2012 in Call Center Consulting • Call Center DIY • Call Center Management • Call Center Tools • Call centre consulting • Contact center consulting • Customer Satisfaction • People management • Quality • Strategy • The Taylor Reach Group

Tags: #callcenterDIY• #cctr• #custserv• #fiveideas• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• Strategy

Why the Quality Listening program Should Not be a Performance Review By: Colin Taylor Let’s look at the numbers. In a customer service call center where the quality assurance program requires the evaluation of 4 calls per month. The average agent will handle approximately 1,600 calls in the month. This means that the 4 calls […]

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“Quality is what your customer says it is”

Posted on August 22, 2012 in Call Center Audit • Call Center Management • Net Promoter • Quality • Training

“Quality is what your customer says it is” So what are you doing to listen to what your customers are telling you? In many organizations the quest for quality service is of paramount importance. Regardless of whether we discuss call or contact quality, customer satisfaction (CSAT), the customer experience, the customer journey, or even Net […]

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