Contact Center Consulting

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 […]

Posted on October 29, 2021 in Call Center Management • Contact center consulting • Customer Experience • Employee Experience • Leadership • Outsourced Quality Monitoring • Outsourcing • Quality Assurance • WFH • WFM

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• Call Center Consulting• Colin Taylor• Contact Center Consulting• Customer Experience• WFH

By Colin Taylor We won’t go back to the “before times.” It is a simple as that. Wanting the world to be as you think it should be, rather than as it is, is the textbook definition of neurotic. So buckle up and get ready for the new world. “Hybrid work” is a new and […]

Posted on September 03, 2021 in Agent Experience • Best Practices • Call Center Consulting • Call Center Management • Contact center consulting • Contact Centre Ops • Hiring a call center consultant • People management • Turnover • Virtual Call Center • Vrirtual Contact Center • WFH • WFM

Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• Attrition• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Operational Management• WFM

by JD Fairweather After several months of remote working – a workstyle many contact center leaders would have deemed impossible to implement a year and a half ago – employers are finding it difficult to lure staff back into the office. The Delta variant notwithstanding, it seems that employees are far too settled into the […]

Posted on March 08, 2021 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call centre consulting • Contact center consulting • Strategy

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• Call Center Assessment• Call Center Consulting• Contact Center Consulting• Contact Center Strategy• Customer Service Consulting• Leadership• Operational Management• Strategy• Taylor Reach Group

By Peg Ayers The decision to engage a contact center consultant is not made lightly.  Discussions may take place over weeks, months or even years, identifying problems in need of solutions, perhaps trying ideas that don’t solve those problems, and eventually deciding experts are needed.  Here at The Taylor Reach Group, for example, we are […]

Posted on October 14, 2020 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Contact center consulting • Expert round-up • Hiring a call center consultant

Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• call center• Call Center Assessment• Call Center Audit• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• Taylor Reach Group

By Colin Taylor In the age of Linked In, everyone claims to be an expert and the challenge for most people is how do you tell the real experts from the self-appointed? I would humbly suggest that there a few factors to consider; What have they done and where (locations and verticals)? In short, what […]

Posted on September 29, 2020 in Artificial Intelligence • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Technology • Call Center Tools • Contact Centre Ops • Forecasting- WFM • Quality assurance • Quality Assurance • Technology • WFM

Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Call Center Assessment• Call Center Consulting• Contact Center Consulting• Contact Center Strategy• CRM• QA• software• technology• WFM

by JD Fairweather The path to contact center modernization has never been straightforward when it comes to its navigating technology infrastructure. “Costly,” “crowded,” and “confusing” are how business owners typically describe the process of selecting the right platforms to power their center. Besides the alphabet soup of acronyms – WFM, CRM, LMS, to name a […]

Posted on August 26, 2020 in Abandon rate • Best Practices • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Contact center consulting • Customer Experience • FCR

Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Contact Center Consulting• FCR

By Turaj Seyrafiaan In today’s contact centers the concept of First Contact Resolution or FCR for short, is well known.  And many understand the value of high FCR scores both in terms of customer satisfaction and loyalty as well as reduced operational costs.  Most contact center want to improve on this element, but how?  Where […]

Posted on August 20, 2020 in Agent Experience • Best Practices • Business continuity • Call Center Consulting • Call Center Management • Contact center consulting • Contact Centre Ops • Customer Experience Management • Emergency • Employee Engagement • Employee Experience • Leadership • Outsourcing • People management • Training • Virtual Call Center • Vrirtual Contact Center • WFH • WFM

Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• Attrition• call center• Call Center Consulting• Contact Center Consulting• Contact Center Management• Operational Management• Outsourcing• remote work• remote worker• WFH• WFM• work from home

by Patricia Ballantyne When we packed up our offices to work from home in March, many thought it would only last a few months until it was safe to return to an office space. Today, it seems pretty clear that many companies have adopted this new working model for the foreseeable future. Some will allow […]

Posted on May 14, 2020 in Agent Experience • Call Center Management • Call Center Performance • Contact center consulting • Employee Engagement • Employee Experience • Forecasting- WFM • WFM

Tags: #callcenter• #callcentre• #contactcenter• #contactcentre• Call Center Consulting• Contact Center Consulting• Contact Center Management• employee engagement• employee experience• Leadership• Operational Management• WFM

‘ By Peg Ayers If you had a way to increase sales by 20%, be 21% more profitable and increase your customer satisfaction scores by 10%, would you do it?  How about improving employee retention by 24-59%, lowering absenteeism by 41% and increasing productivity by 17%?  According to the Gallup Organization, you could do all […]

Posted on May 01, 2020 in Call Center Consulting • Contact center consulting • Customer Experience • Customer Experience • Customer Experience Management

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #Cx• Call Center Consulting• Contact Center Consulting• Customer Experience• Strategy

By Peg Ayers In a recent post, we looked at the cost of providing a poor Customer Experience (CX).  A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as I […]