#callcenter
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Coaching Through Questions
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 […]
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The Great Resignation, The Great Re-Think, or The Great Retirement?
Posted on October 14, 2022 in Agent Experience • AI • Call Center Consulting • Contact center consulting • Customer Experience • Employee Engagement • Employee Experience • Leadership • WFH • WFM
Tags: #callcenter• #contactcenter• #custserv• Call Center Consulting• Colin Taylor• Operational Management• WFM
By Colin Taylor We are now into the fourth quarter of the year. Retail and ecommerce firms are gearing up for the holiday season, which means more staff. But where are they going to find more staff? It is hard to find new staff. We can blame the Great Resignation if we like, but where […]
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Evolution of Contact Center Scripts
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 […]
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Top Industry Secrets for Successful Contact Center Scripting
Posted on September 26, 2022 in Agent Experience • Best Practices
Tags: #callcenter• #callcentre• #cctr• #contactcenter• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Management• Contact Center Strategy• Customer Experience• scripting• service level
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] When we think of a script a number of things can come to mind: The Cambridge English Dictionary defines it as both ”the words […]
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Managing potential problems in large-scale Contact Center projects
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 […]
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Visionary PC Gaming and Peripherals developer calls in Taylor Reach for Contact Center Support
Posted on August 26, 2022 in Uncategorized
Tags: #callcenter• #callcentre• #contactcenter• #contactcentre• #custexp• #Cx• Call Center Audit• Call Center Consulting• Colin Taylor• Snapshotz
A visionary leader in PC gaming and peripherals development and manufacturing has called in The Taylor Reach Group, Inc. (TRG) to provide an assessment of its critical Customer Service and Technical Support Contact Center Operations. The company’s global and online presence, with a highly demanding audience, means it needs to be able to create a […]
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Understanding your Contact Center Costs – FCR (First Contact Resolution)
Posted on July 15, 2022 in Uncategorized
Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #Cx• call center• Customer Experience• FCR• First Contact Resolution• Leadership• Strategy• Taylor Reach Group
By Colin Taylor Contact centers are always striving to improve efficiency, increase customer satisfaction and deliver a superior customer experience. Technology is frequently the strategy employed to achieve this goal. While technology can certainly support improvement in all three areas, improvement can also be realized through increasing First Contact Resolution or FCR. FCR is a […]
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Contact Center Training Isn’t Buddy-Buddy
Posted on February 11, 2022 in Agent Experience • Best Practices • Contact Centre Ops • Employee Engagement • Employee Experience • People management • Training • WFM
Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Colin Taylor• Contact Center Management• Leadership• Training• WFM
By Colin Taylor A lack of agent training is a sure-fire way of ensuring customers are disappointed. Learning a new skill or capability provide both enjoyment and a break from the mundane, and brings with it the opportunity to increase earnings. But to be effective, organizations need to ensure that they take a measured and […]
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Make 2022 the Best Year Ever for Your Contact Center!
Posted on January 07, 2022 in Agent Experience • Best Practices • Blog • Business continuity • Call Center Consulting • Call Center DIY • Call center Humor • Call Center Management • Call centre consulting • Contact center consulting • Contact Center Industry Statistics • Contact Centre Ops • Customer Experience • Forecasting- WFM • Incentives • Leadership • Opinion • People management • Success • Supervisor • Training • WFH • WFM
Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #Cx• Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Experience• Leadership• Operational Management
By Peg Ayers As the New Year begins, many of us turn to thoughts of self-improvement, swearing off sweets, resolving to run three miles a day or promising not to spend hours in front of the television every weekend. But how many of us look at our contact centers and think about making this New […]
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Partnering with only one CCaaS supplier in the Cloud Paradigm?
Posted on December 14, 2021 in Call Center Assessment • Call Center Consulting • Call Center Management • Call Center Performance • Contact Center • Contact Center Industry Statistics • Contact Centre Ops
Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• Call Center Consulting• CCaaS• Operational Management
By Simon Elkin (Talkdesk) When I landed in the technology sector 25 years ago, I recall the light-speed innovation launch pace, the enthusiasm, the optimism and how every day seemed to be turning the page on one conventional notion or another. It was a time when Silicon Valley was getting its legs, new technology daily […]
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