Operational Management
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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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Finding Real Experts in the Age of LinkedIn
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 […]
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The Importance of Human Connection in a Remote Workplace
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 […]
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Looking at the Post-COVID-19 Contact Center
Posted on June 05, 2020 in Agent Experience • Best Practices • Call Center Management • Contact Center • Contact Centre Ops • Forecasting- WFM • Outsourcing • People management • Research • WFH • WFM
Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #Cx• call center• Colin Taylor• Contact Center Management• COVID-19• Operational Management• WFH• WFM• work from home
By Colin Taylor Roughly three months into the COVID-19 shutdown, there has been a lot of discussion around what COVID-19 has done to our society, our economy, our elderly and; if you live in my little corner of the world; our customer experiences and contact centers. Contact centers for many organizations could not stop operating, […]
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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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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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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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Millennial Myths & The Call Center
Posted on April 16, 2019 in Call Center Management • Call Center Performance • Employee Engagement • Hiring a call center consultant • People management • Positions • retention
Tags: #callcenter• #callcentre• #cctr• #cctrmyths• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• #HR• Colin Taylor• Contact Center Management• Customer Experience• Leadership• millennials• Myths• Operational Management• Social Media• staffing• Taylor Reach Group• Training
By Colin Taylor I read an interesting article by Jennifer J Deal at strategy+business looking at five myths we hold about Millennials. For the past number of years we have all heard horror stories about organizations that gave away iPads, spot bonuses, socially conscious and social responsible activities, but still had staff leave for greener pastures. […]
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Quality Assurance in Your Contact Center
Posted on April 02, 2019 in Call Center Consulting • Call Center Management • Call Center Metrics • Call centre consulting • Contact center consulting • Contact Centre Ops • CSAT • Customer Experience • IVR • Metrics • Quality • Quality Assurance • Quality assurance
Tags: #callcenter• #contactcenter• #Cx• Call Center Assessment• Call Center Audit• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• CSAT• Customer Experience• Customer Service Consulting• Operational Management• Outsourced Quality Listening• Quality Assurance• Quality Control• Taylor Reach Group
Quality is a critical support function in call and contact centers. In this interview, Colin Taylor and John Cockerill discuss Quality Assurance, Compliance, outsourcing and the risks and opportunities that can be found by a closer look at your contact centers’ quality program. Colin: Hello and welcome to Talking Contact Centers. My name is […]
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Effectiveness Indicators: First Call Resolution, Calls/Resolved
Posted on March 26, 2019 in Call Center Consulting • Call Center Management • Call centre consulting • Contact Centre Ops • FCR • Opinion • Opportunity • Planning • Strategy
Tags: Call Center Consulting• Contact Center Consulting• Contact Center Management• Customer Service Consulting• FCR• Operational Management• Taylor Reach Group
By Turaj Seyrafiaan In the recent years, First Call Resolution (FCR) has become a buzz word in the contact center industry! Everyone is talking about it and it appears that everyone is working on improving the results in their center. Everyone agrees that this is an important aspect of a contact center, however, many organization […]
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