Training

Posted on February 11, 2022 in Agent Experience • Best Practices • Contact Centre Ops • Employee Engagement • Employee Experience • People management • Training • WFM

Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Colin Taylor• Contact Center Management• Leadership• Training• WFM

By Colin Taylor A lack of agent training is a sure-fire way of ensuring customers are disappointed. Learning a new skill or capability provide both enjoyment and a break from the mundane, and brings with it the opportunity to increase earnings. But to be effective, organizations need to ensure that they take a measured and […]

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 […]

Posted on December 11, 2019 in Agent Experience • Call Center Consulting • Call Center Management • Contact center consulting • Customer Experience • Customer Satisfaction • Customer service • Employee Engagement • Employee Experience • Incentives • People management • retention • rewards/recognition • WFM

Tags: #callcenter• #cctr• #contactcenter• #custexp• #Cx• #retention• call center consultants• call centre consultants• Colin Taylor• contact center consultants• contact centre consultants• Customer Experience• customer experience consulting• Customer Service Consulting• CX consulting• incentive programs• incentives• Training• WFM

By Colin Taylor “Make your employees happy and they will make your customers happy.” This simple maxim has been echoed by business leaders from Richard Branson to Herb Kelleher, and it is true. The challenge lies in how you make you employees or in the case of a contact center, your agents happy. It is […]

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. […]

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 January 17, 2013 in Call Center Management • Contact Centre Ops • Training • Turnover

Tags: #callcenter• #cctr• #custserv• Attrition• Call Center Consulting• Contact Center Management• Contact Center Strategy• Operational Management• Training

By: John Cockerill Everyone talks about training, the need for it, and the value of it: for you personally, professionally and for the corporation or organization. From the line staff, agents, supervisors, and managers all say they want and need more training. However, almost without exception, there is a limited understanding about what should be […]

Posted on December 10, 2012 in Call Center Management • Call Center Performance • Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction • Education

Tags: #callcenter• #custserv• call center• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• CSAT• Customer Experience• Strategy• Taylor Reach Group• Training

I will be chairing the upcoming 4th Reinventing Customer Service conference in Toronto Fenruary 5, 6 and 7, 2013. For more information regarding the event, clcik the conference image below To receive a 15% discount off the basic registration price, please quote my e-mail address [email protected] when registering.

Posted on September 05, 2012 in Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Customer Experience • Employee Engagement • Outbound • People management • Strategy • The Taylor Reach Group • Turnover

Tags: #cctr• #custserv• Agent• Attrition• Colin Taylor• Contact Center Management• Contact Center Strategy• extrovert• Introvert• Operational Management• Strategy• Training

By: Colin Taylor There has been a prevailing wisdom that extroverts make better call center agents for telemarketing or outbound calling. After all they have outgoing personalities, they are more easily motivated and get a rush from success. I have worked with many centers where despite this of the forgoing being true, extroverts don’t perform […]

Posted on August 13, 2012 in Call Center Consulting • Call Center DIY • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Customer Experience • Customer Satisfaction • Employee Engagement • People management • Quality • retention • Strategy • The Taylor Reach Group • Training • Turnover

Tags: #cctr• #custserv• Alignment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Experience• Customer Service Consulting• Operational Management• performance management• Training

By Colin Taylor We often say that there are a ‘thousand moving parts’ in any call or contact center and we developed this phrase to illustrate the level of connectedness and inter-relationship that exists between multiple elements and activities in any center. Training, the training process and the training curriculum illustrates this point. Training is […]

Posted on November 29, 2011 in Call Center Management • Call Center Tools • Employee Engagement • People management • rewards/recognition • Strategy • Success • The Taylor Reach Group • Training • Turnover

Tags: #cctr• #custserv• Contact Center Management• Contact Center Strategy• Operational Management• Strategy• Taylor Reach Group• Training

Closing the Revolving Door – Part1 By: Colin Taylor Staff and Agent retention was a ‘hot’ button topic in the call center industry 20 years ago and still is one now. So how is it that the same issue that ‘dogged’ call centers two decades ago is still a ‘front burner’ issue today? I think […]