Knowledgebase

Posted on February 08, 2013 in Call Center Management • Call Center Performance • Contact Centre Ops • Customer Experience • Gartner • Net Promoter • Offshoring-Outsourcing • Planning • Strategy • The Taylor Reach Group

Tags: #callcenter• #cctr• #custserv• CSAT• hriing• Knowledgebase• NPS• Orbys• Outsource Assessment• Outsourcing• skills and competencies• Training

By Colin Taylor I was on a webinar yesterday and heard that according to Gartner 80 percent of customer service outsourcing projects that are designed to cut costs will fail. Gartner cited many causes including incomplete processes, ill-planned compensation structures and lack of management. This statistic is in line with the Orbys Consulting finding that […]

Posted on September 16, 2010 in AHT • ASA • Call Center Consulting • Contact Centre Ops • Customer Reach • Customer Satisfaction • FCR • Forecasting- WFM • Lists • Networking • Occupancy • Offshoring-Outsourcing • Opinion • People management • Planning • Purchasing Decisions • Quality • retention • Root Cause Analysis • Sales • Technology • Telecommunications • The Taylor Reach Group • Turnover

Tags: AHT• Alignment• ASA• Attrition• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Costs• Customer Service Consulting• FCR• IVR• Knowledgebase• Leadership• Operational Management• Outsourcing• poor service• Root Cause Analysis• service level• Strategy• Taylor Reach Group• Training• WFM

We recently were asked this question by Call Center Life, a magazine serving the Turkish call center industry and wanted to share this content here… Question: Can you briefly describe the “to do’s” and “not to do’s” when managing a contact center as a part of the customer satisfaction? Answers: One of my matras has […]

Posted on June 01, 2010 in Contact Centre Ops

Tags: Alignment• Call Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Knowledgebase• Operational Management• poor service• Strategy• Training

I spoke to too soon. In my post the other day, “Sometimes you can’t Win for Losing” I had thought that we had the problem solved, but I was wrong. Despite our escalations and best efforts, we were unable to get the desired routing changes made. Instead we were told to “forward the calls to […]