Root Cause Analysis
Root Cause Analysis in the Contact Center
Posted on April 09, 2018 in Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Case Study • Customer Experience • Customer Reach • Root Cause Analysis • Strategy
By: Colin Taylor It always amazes me how Contact Center managers, their direct supports, and their superiors often fail to use one of the best tools at their disposal, Root Cause Analysis. Of course, if you are always fighting fires it is difficult to find the time and/or resources to research what is causing the […]Read more
Are You Limiting Your Customer Experience, While Increasing Customer Churn?
Posted on January 15, 2016 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Customer Experience • Customer Satisfaction • FCR • Root Cause Analysis • Strategy
Is this your retention program? By Colin Taylor Research tells us that 85% of customer churn is due to poor service that was in fact preventable. 11% of customer churn could have be prevented by simple company outreach and 67% of customer churn is preventable if the customer issue had been resolved at the first engagement. […]Read more
The Do’s and Don’ts to Achieve Customer satisfaction in your contact center
Posted on September 16, 2010 in AHT • ASA • Call Center Consulting • Contact Centre Ops • Customer Reach • Customer Satisfaction • FCR • Forecasting- WFM • Lists • Networking • Occupancy • Offshoring-Outsourcing • Opinion • People management • Planning • Purchasing Decisions • Quality • retention • Root Cause Analysis • Sales • Technology • Telecommunications • The Taylor Reach Group • Turnover
Tags: AHT• Alignment• ASA• Attrition• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Costs• Customer Service Consulting• FCR• IVR• Knowledgebase• Leadership• Operational Management• Outsourcing• poor service• Root Cause Analysis• service level• Strategy• Taylor Reach Group• Training• WFM
We recently were asked this question by Call Center Life, a magazine serving the Turkish call center industry and wanted to share this content here… Question: Can you briefly describe the “to do’s” and “not to do’s” when managing a contact center as a part of the customer satisfaction? Answers: One of my matras has […]Read more
What is Poor Service Costing your Call Center?
Tags: Call Center Consulting• Colin Taylor• Contact Center Management• Contact Center Strategy• Costs• Customer Service Consulting• Leadership• Operational Management• Root Cause Analysis• Taylor Reach Group
Anyone that operates a call center consulting firm has heard this question before: what is the cost of poor service to my organization? According to recent research the answer may be $243. Is one call, email or chat in your center worth $243? That’s the cost that a Greenfield/Ovum study found in a 16 country […]Read more