#callcenterDIY

Posted on July 21, 2015 in Scoop.it

Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Operational Management

Evolving from a B2B call center to a B2C contact center

Posted on January 26, 2015 in Contact Centre Ops • The Taylor Reach Group • TRG

Tags: #callcenterDIY• #cctr• #cctrconsult• #custserv• #custservconsult• #oshawa• #taylorreach

It has been a hectic few weeks as we have moved into our new offices. The building address is 168 Center Street South, Oshawa ON L1H 4A6. The building is listed in the Oshawa Heritage inventory as it was built in 1890. The photos shown here depict the building as we acquired it at the […]

Posted on January 25, 2013 in Call Center Management • Call Center Tools • Contact Centre Ops • Customer Experience • Opinion • Opportunity • The Taylor Reach Group

Tags: #callcenter• #callcenterDIY• #cctr• #custserv• #PIF-F• Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Experience• Customer Service Consulting• Taylor Reach Group

We are all busy and we all struggle to improve our own lives and that of those around us. But we also know at some intuitive level that helping people by doing good helps us to live a better life and feel better about ourselves. Can we help others by ‘paying it forward’, knowing that […]

Posted on January 21, 2013 in AHT • Contact Centre Ops • Forecasting- WFM • Occupancy

Tags: #callcenter• #callcenterDIY• #cctr• AHT• schedule efficiency• scheduling• WFM

I saw a good and very helpful post by W. Richard Spearrin, Jr. on the Linked In discussion group NorthEast Contact Center Forum regarding WFM and staff scheduling. This article has some great tips and suggestions to better manage your schedule efficiency. The link to the discussion is here The post is below: Measure your […]

Posted on November 19, 2012 in AHT • ASA • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction • Education • Employee Engagement • Net Promoter • People management • Self Service • Strategy

Tags: #callcenter• #callcenterDIY• #cctr• #custserv• CSAT• Operational Management• Taylor Reach Group• webinar

Customer Experience is the New Marketing: Servicing Customers and Building Brand Sponsored by Keynomics Thursday, November 15th, 2012 Guest Speaker and Industry Expert Colin Taylor Founder and CEO The Taylor Reach Group CSR’s Delivering Branding and Service How Contact Centers Should Work with Marketing…and Vice Versa New Techniques: Customer Mirrors 6 Tools for Branded Customer […]

Posted on November 16, 2012 in AHT • ASA • Call Center DIY • Call Center Management • Call Center Performance • Contact Centre Ops • Opinion • People management • The Taylor Reach Group

Tags: #callcenter• #callcenterDIY• #cctr• #custserv• Call Center Consulting• Colin Taylor• Contact Center Management• Contact Center Strategy• service level• Taylor Reach Group

By: Colin Taylor We recently asked this question and thought that the topic was worth sharing. Let me know whether you agree with the response and how you would handle this issue in your contact center. Here is the question: “ What is your position on announcing what number ‘in queue’ a customer is, through […]

Posted on October 04, 2012 in Call Center Management • Call Center Tools • Contact Centre Ops • News • Technology • Telecommunications • The Taylor Reach Group

Tags: #callcenter• #callcenterDIY• #cctr• Contact Center Management• Contact Center Strategy• Leadership• Operational Management• TRG

A Guest Blog By Ashley Furness Research firm Software Advice recently moderated a live online debate called, “Will Technology Kill the Call Center?” Representatives from IntelliResponse, Avaya Inc., Drumbi and Etech Global Services discussed consumer contact channel utilization, technology and the impact of these trends on the future call center. The speakers offered advice on […]

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 […]

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 […]

Posted on May 11, 2012 in Call Center Consulting • Call Center Management • Customer Experience • Customer Satisfaction • Quality

Tags: #callcenterDIY• #cctr• #custserv• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Strategy• CSAT• Customer Experience• Customer Service Consulting• Leadership• Operational Management• Strategy• Taylor Reach Group

Traditionally call center quality assurance has focused on the back end of the activity, assessing the call after it is completed. This is a little like closing the barn door after the horse has left. It also means that we must accept that any issues or problems that impacted on the specific call assessed has […]