Empowerment

Posted on January 27, 2015 in Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Certification • Contact center consulting • Contact Centre Ops

Tags: #2015trends• #cctr• #chat• #custeffort• #custserv• #custsexp• #cxs• #elearning• #gamification• #mobile• #sms• #toptrends• #voc• #zeroservice• Empowerment• Trends

By: Colin Taylor This is the time of the year when we are inundated by watch lists and trend lists of the activities, technologies and methodologies that are expected to change our world in the coming year. Unfortunately most of these lists and listed item fall on deaf ears as they are not relevant to […]

Posted on June 09, 2011 in Call Center Consulting • Call Center DIY • Call Center Management • Contact Centre Ops • Customer Experience • Customer Satisfaction

Tags: Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Delta• Empowerment• Leadership• Operational Management• Social Media

Colin Taylor It has been a few hours since a Delta Airlines employee changed policy at almost every US carrier. Now the change is a positive one, lifting restrictions on the number of bags that returning soldiers can bring for free. But the positive change wasn’t brought about by the positive steps the Delta agent […]