#fiveideas

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 November 08, 2011 in Call Center Consulting • Call Center DIY • Call centre consulting • Contact center consulting • Contact Centre Ops • Opinion • People management • Quality • Strategy • Success • The Taylor Reach Group

Tags: #callcenterDIY• #cctr• #custserv• #fiveideas• Call Center Consulting• Colin Taylor• Contact Center Management• Outsourced Quality Listening• Research

By: Colin Taylor Last week I asked for your help – I wanted to find out the topics that resonate with you the call or contact center operator. I promised that once you voted for your favorite I would write the article post. Well you did your part and I did mine, you can read […]