Operational Management

What Call Center Metrics mean to Customers

Posted on May 18, 2018 in AHT • ASA • Call Center Consulting • Call Center DIY • Call center Humor • Call Center Management • Call Center Tools • Call centre consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • FCR • Forecasting- WFM • Opinion • Outsourced Quality Monitoring • Quality • retention • Strategy • Technology

Tags: 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 daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. It has been said that Call Centers produce more data and more measurement opportunities than is possible in almost any other communications channel. But while we know what each of these […]

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14 Questions you Need to ask when Considering Call Center Consolidation

Posted on May 11, 2018 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Site Selection • Strategy

Tags: #callcenterDIY• #cctr• #custserv• Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• Taylor Reach Group

By: Colin Taylor Consolidating Contact Centers Organizations today look across their customer-facing organization and see a cluster of Call Center or Contact Center activities: sales, technical support, customer service, returns, billing, collections etc. These Call Centers can exist in a company’s divisions or operating companies. Even small and medium-sized businesses can find that they have […]

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Operational Indicators – Average Handle Time (AHT)

Posted on March 20, 2018 in AHT • Call Center Consulting • Contact Centre Ops • Customer Satisfaction • Education • Forecasting- WFM • People management • Planning • Strategy

Tags: AHT• Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• WFM

By: Turaj Seyrafiaan Have you ever wondered what is behind any of the Contact Center operational indicators? Why do we measure what we measure and what do they mean? In this article, we tackle one of the most important indicators; Average Handle Time (AHT) AHT is defined as the total amount of time (on average) […]

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Operational Indicators – Sevice Levels, ASA & Occupancy Rate

Posted on March 19, 2018 in AHT • ASA • Call Center Consulting • Contact Centre Ops • Customer Satisfaction • Forecasting- WFM • Occupancy • People management • Planning • Strategy

Tags: ASA• Call Center Consulting• Contact Center Consulting• Contact Center Management• Operational Management• service level• Strategy• Taylor Reach Group• WFM

By: Turaj Seyrafiaan In the last Indicators post, we discussed one of the most important operational indicators: Average Handle Time or AHT. In this issue, we continue with other operational indicators dealing with the efficiency of the center, i.e. “Service Level”, “Average Speed of Answer (ASA)” and “Occupancy Rate”. Although each indicator provides different information, […]

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Please Stop Using Voice Mail In Your Contact Center

Posted on December 12, 2016 in Call Center Management • Contact Center • Customer Experience

Tags: #callcenter• #contactcenter• #custexp• #custserv• Colin Taylor• Contact Center Consulting• Contact Center Management• Customer Experience• Operational Management

By: Colin Taylor There are a few that really grate on me, fingernails scraping a blackboard, chewing on tin foil and voice mail in a contact center. There is little I can do about the first two on my list other than avoiding blackboards and tin foil, but I can make an impassioned plea to […]

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Customer Satisfaction as a Primary KPI?

Posted on August 10, 2016 in Call Center Management • Call Center Performance • Contact center consulting • Customer Experience • Customer Satisfaction • Employee Engagement • Metrics • Net Promoter • The Taylor Reach Group

Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #Cx• Call Center Consulting• Contact Center Consulting• CSAT• Customer Experience• Customer Service Consulting• Operational Management• Taylor Reach Group

By: Turaj Seyrafiaan There have always been a number of contact center efficiency and effectiveness indicators. While each has a certain and important role, it should always be emphasized that we cannot analyze these indicators in solitude and need to view them as part of a larger holistic picture. From time to time, however, I […]

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5 Reasons New Call Centers Fail

Posted on July 11, 2016 in Call Center Consulting • Call Center DIY • Call Center Management • Customer Experience • Customer Satisfaction • New Call Center • Site Selection • Technology • Turnover

Tags: #callcenter• #callcentre• #cctr• #custserv• #Cx• Building a call center• Building a contact center• Call Center Consulting• New call center• new contact center• Operational Management• starting a call center

5 Reasons New Call Centers Fail By: Colin Taylor There can be many reasons for an organization to decide it is time to create a call center or contact center. Perhaps organic growth, a new product, service or acquisition is resulting in calls swamping the switchboard, or customers are tracking down the administrative offices to […]

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Quality Assurance in Your Contact Center

Posted on March 23, 2016 in Call Center Consulting • Call Center Management • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Metrics • Outsourced Quality Monitoring • Quality

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• 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 Colin […]

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Metrics that Matter – Service Level

Posted on February 25, 2016 in ASA • Call Center Consulting • Call Center Management • Call centre consulting • Contact Centre Ops • Customer Experience • FCR • Metrics • Service Level

Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #Cx• ASA• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• service level• Strategy• Taylor Reach Group

Hello, my name’s Colin Taylor and I’m the CEO and Chief Chaos Officer for the Taylor Reach Group. We are a call and contact center consulting firm based in the Toronto area. We assist our client organizations in improving the customer experience, operational effectiveness and efficiency of their call or contact center. Today in this […]

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‘Data is a king, at the end of the day the person with the best data wins’ – an interview with Colin Taylor

Posted on February 17, 2016 in Agent Experience • Call Center Consulting • Call Center Management • Customer Experience

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Experience• Customer Service Consulting• Operational Management• Taylor Reach Group

Colin Taylor was recently interviewed and featured on Data2CRM website. The website can be found here Thank you to Nataliia and the folks at Data2CRM for the chance to chat. Editor’s note: Nowadays, as the customer experience has an extensive impact on the metrics of a business ranging from consumer loyalty and brand equities to […]

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