#BPO

Posted on September 25, 2018 in Uncategorized

Tags: #BPO• best practices• contact center• Outsourcing• Quality

By: Colin Taylor The old Contact Center Outsourcing (CCO) model is broken. As outlined in Part 1 of this series the traditional approach to contact center outsourcing has resulted in a quantitative focus on metrics like Service Level, Abandon rate, and AHT, rather than a qualitative focus, inflexibility to meet client demands, Quality Assurance that […]

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 […]