Leadership
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After the Consultants Leave
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 […]
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Gratitude: Now’s the Time to Show It!
Posted on December 21, 2020 in Employee Engagement • Employee Experience • Incentives • Leadership • People management • retention • Turnover • WFM
Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• Contact Center Management• Leadership• Operational Management• WFM
By Peg Ayers With the holiday season upon us and New Year’s Day coming up, it’s easy to say, “Let’s just get out of this ridiculous year! I don’t want to give 2020 another thought! I’m looking to the future.” Focus on the future is great, but let’s not forget the lessons we’ve learned this […]
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Where are My Friends? Adjusting to Life as a Leader
Posted on September 01, 2020 in Agent Experience • Employee Engagement • Employee Experience • Leadership • WFM
Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• call center• Call Center Consulting• Contact Center Management• Leadership
By Peg Ayers A good leader is a person who takes a little more than his share of the blame and a little less than his share of the credit. John C. Maxwell In my years in contact center leadership, my team and I debated many topics and searched for answers to such burning questions […]
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I get no respect!
Posted on August 13, 2020 in Agent Experience • Call Center Management • Employee Experience • WFM
Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #Cx• Call Center Consulting• Contact Center Management• Leadership• WFM
By Turaj Seyrafiaan In the past 25 years I have visited hundreds of contact centers and have spoken to many contact center directors. Beside all the typical operational issues, one subject comes up frequently; contact center management feeling that the rest of the organization does not appreciate what the contact center does. In fact, one […]
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Engaging Employees at Any Distance
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 […]
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Trusting those you trust with your most valuable asset
Posted on April 27, 2020 in Agent Experience • Best Practices • Contact center consulting • Customer Experience • Customer Experience Management • People management • retention • rewards/recognition • WFM
Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Attrition• Call Center Consulting• Colin Taylor• Contact Center Consulting• Customer Experience• Leadership• Taylor Reach Group• WFM
By Colin Taylor The agents on the frontline want to help customers. They want to resolve issues, and to deliver the desired customer experience and the brand promise. Doing these things results in happier customers and happier agents (as they were dealing with happy customers). Not providing the tools to enable the agents to serve […]
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Keeping Workers Safe and Productive (When the Contact Center Can’t Close)
Posted on April 01, 2020 in Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Contact center consulting • Contact Centre Ops • Disaster Recovery • Emergency • Employee Experience • People management • WFM
Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• call center• Call Center Consulting• Contact Center Management• Leadership• Operational Management• WFM
by JD Fairweather If you asked any contact center manager two months ago about their business continuity plan, they’d likely opine on their facility’s readiness to address just about any emergency scenario. These same managers have seen their expertise and resolve put to the test in recent weeks due to COVID-19. And with effects of […]
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One more priority for 2020…
Posted on March 20, 2020 in Agent Experience • Best Practices • Business continuity • Employee Experience • WFM
Tags: #callcenter• #cctr• #contactcenter• burnout• Call Center Consulting• Colin Taylor• Contact Center Management• employee benefits• health• Leadership• mental health• wellness• WFM
By Colin Taylor One priority each of us should have on our “to do” for 2020 is mental health. Mental health disorders are pervasive, according to the Center for Disease Control (CDC), with nearly 1 in 5 Americans aged 18 or older reporting mental illness and more than 70% reporting at least one symptom of […]
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3 things your contact center should be doing in 2020
Posted on January 17, 2020 in agent attrition • Agent Experience • Call Center Consulting • Call Center Management • Call Center Performance • Contact center consulting • Contact Centre Ops • Employee Engagement • Employee Experience • People management • Training • WFM
Tags: Attrition• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Leadership• Training• WFM
by JD Fairweather For many contact centers, the road to 2020 is strewn with unfulfilled New Year resolutions from the previous decade, abandoned optimization projects and discarded digital transformations pave the way. The good news is it’s not too late to course correct. So, looking ahead to a simpler, resolute future, here are three areas […]
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Are Your Hours of Operation Appropriate?
Posted on May 07, 2019 in Agent Experience • Best Practices • Call Center Assessment • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Performance • Call centre consulting • Contact Center • Contact center consulting • Contact Centre Ops • Employee Engagement • People management • retention • Turnover
Tags: #callcenter• #callcentre• #contactcenter• #contactcentre• #custexp• #Cx• AHT• Attrition• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Management• Contact Center Strategy• hours of operation• human resources• Leadership• Operational Management• work hours
By Colin Taylor I asked a client recently how they had determined their contact center hours of operation. After a long pause they replied “I don’t know.” Many organizations don’t think too much about their hours of operations, or HOOPs; they are just a fact of life. The contact center is staffed during this window […]
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