Training
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When it Comes to Contact Center Management, Keep Your Best Leaders Motivated
Posted on December 03, 2018 in Employee Engagement • Employee Experience • Leadership • retention • Success • Training
By: Peg Ayers Are all the leaders on your team equally skilled? Who do you think of first when you have something critical that must be handled brilliantly and immediately? We all have our preferences as to who we trust when the pressure is on. This makes it even more important to keep those leaders on […]
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Taylor Reach Unveils Leadership Training Program for Transforming Contact Center Leaders for the Digital Age
Posted on June 28, 2018 in Agent Experience • Call Center Consulting • Employee Experience • News • People management • Press Release • Training
The Taylor Reach Group, Inc. (Taylor Reach) announced today, the launch of their Leadership Training Program for Contact Center Team Leads, Supervisors, Analysts, and Managers. A staggering statistic points out that 84% of organizations anticipate a shortfall of leaders in the next 5 years. While 83% of organizations say it is important to develop leaders […]
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Eliminating Poor Customer Service
Posted on January 14, 2015 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Contact center consulting • Contact Centre Ops • Offshoring-Outsourcing • Site Selection • Strategy • Technology • Telecommunications • The Taylor Reach Group • Training • TRG • Turnover
Tags: #BPO• #callcenter• #cctr• #consulting• #contactcenter• #custexp• #telephony• Colin Taylor• Contact Center Consulting• Contact Center Strategy• CSAT• NPS
Well another year is behind and a new fresh unblemished year stands before us. I hope that you had a good year in 2014 and that 2015 brings you all the joy and happiness you wish for. At the intersection of the years it is common for us to both look back on what we […]
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Training: Your First, Best & Last Chance to Develop and Retain Agents
Posted on January 17, 2013 in Call Center Management • Contact Centre Ops • Training • Turnover
Tags: #callcenter• #cctr• #custserv• Attrition• Call Center Consulting• Contact Center Management• Contact Center Strategy• Operational Management• Training
By: John Cockerill Everyone talks about training, the need for it, and the value of it: for you personally, professionally and for the corporation or organization. From the line staff, agents, supervisors, and managers all say they want and need more training. However, almost without exception, there is a limited understanding about what should be […]
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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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Training – ‘One of a Thousand Moving Parts’
Posted on August 13, 2012 in Call Center Consulting • Call Center DIY • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Customer Experience • Customer Satisfaction • Employee Engagement • People management • Quality • retention • Strategy • The Taylor Reach Group • Training • Turnover
Tags: #cctr• #custserv• Alignment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Experience• Customer Service Consulting• Operational Management• performance management• Training
By Colin Taylor We often say that there are a ‘thousand moving parts’ in any call or contact center and we developed this phrase to illustrate the level of connectedness and inter-relationship that exists between multiple elements and activities in any center. Training, the training process and the training curriculum illustrates this point. Training is […]
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Closing the Revolving Door – Part1
Posted on November 29, 2011 in Call Center Management • Call Center Tools • Employee Engagement • People management • rewards/recognition • Strategy • Success • The Taylor Reach Group • Training • Turnover
Tags: #cctr• #custserv• Contact Center Management• Contact Center Strategy• Operational Management• Strategy• Taylor Reach Group• Training
Closing the Revolving Door – Part1 By: Colin Taylor Staff and Agent retention was a ‘hot’ button topic in the call center industry 20 years ago and still is one now. So how is it that the same issue that ‘dogged’ call centers two decades ago is still a ‘front burner’ issue today? I think […]
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New Video – Talking Call Centers- Rosetta Carrington Lue- City of Philadelphia
Posted on December 02, 2010 in Call Center Consulting • Call centre consulting • Contact Centre Ops • Customer Experience • Education • Forecasting- WFM • Occupancy • People management • Planning • Strategy • Training
Tags: 311• Call Center Consulting• Contact Center Consulting• Contact Center Management• Leadership• Operational Management• Philadelphia• Philly311• Rosetta Carrington Lue• Taylor Reach Group• Training• Trends
We have just posted a new Talking Call Centers video on our Call Center Channel on YouTube, featuring Rosetta Carrington Lue, the deputy managing director who oversaw the city of Philadephia`s launch of the 311 service. During the interview with
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How good is your Training: Take the Quiz
Posted on December 01, 2010 in Call Center Consulting • Call centre consulting • Contact Centre Ops • Customer Experience • Education • People management • Planning • The Taylor Reach Group • Training
Tags: Call Center Consulting• Contact Center Consulting• Contact Center Management• Training
How good is your Training: Take the Quiz By: John Cockerill Understatement of the day -Training is important. Just about everyone says so. But like the weather everyone talks about but few do anything about it. Here is a quick test to gauge the health and effectiveness of the training in your center. 1. Is […]
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Staff Retention Part 2- Are Your Supervisors Driving Turnover?
Posted on April 30, 2010 in Call Center Consulting • Contact Centre Ops • Opinion • People management • Planning • Quality • Success • Training
Tags: Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Leadership• Operational Management• Strategy
By Colin Taylor In last month‟s issue we looked at agent attrition and turnover in your call or contact center and specifically the impacts on your costs, budget, morale and performance. In this issue we examine the impact that your „front-line‟ managers and supervisors play in helping you control and manage your turnover or conversely […]
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