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Three Benefits of Fully Integrating Your Business with Your Contact Centre

Three Benefits of Fully Integrating Your Business with Your Contact Centre | Call Center | Scoop.it
Traditionally, if you wanted to engage with a brand you had to call through to its dedicated contact centre. However, the contact centre market is changing. No longer just the stereotypical rows of agents, any customer-facing business, whether B2B or B2C, has a front line of people dealing with enquiries, who probably don’t consider themselves as call centre agents at all.
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How Penn Medicine leverages CRM in their contact center

How Penn Medicine leverages CRM in their contact center | Call Center | Scoop.it
While some organizations may overlook the importance of their contact center in shaping the patient experience, it's an invaluable patient acquisition and retention touchpoint. Organizations should seize the opportunity to leverage the contact center to provide exceptional customer experiences and to gather deeper insights about their patients
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Improving ROI on Quality Monitoring | Brad Cleveland

Improving ROI on Quality Monitoring | Brad Cleveland | Call Center | Scoop.it
From the video series "Thriving in the New Era of Customer Relationships"
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Avaya partners with Afiniti for intelligent call routing

Avaya partners with Afiniti for intelligent call routing | Call Center | Scoop.it
Avaya is partnering with a vendor that uses artificial intelligence to route incoming calls to the support and sales agents most likely to meet the customers' needs. Afiniti Enterprise Behavioral Pairing will be added to Avaya's contact center platforms later this year, although companies will need to execute a contract with Afiniti to activate the service
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Customer Contact Central

Customer Contact Central | Call Center | Scoop.it

Contact center metrics are developed to measure operational performance (e.g. Calls Answered Live, Escalation Rate, First Contact Resolution, and Call Volume). They are useful to identify and drive areas of continuous improvement in staffing requirements, training opportunities, agent to agent consistency, and mean time to resolve to mention a few. These are what I consider "mechanical" as they show how the contact center is "functioning", however, do not necessarily tell how successful the contact center is at actually serving the customer and how its agents are contributing to the overall customer experience..

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"CX and Contact Center Consultancy to Audit Market Research Firm's Call Center Network" is lockedCX and Contact Center Consultancy to Audit Market Research Firm's Call Center Network | The Taylor R...

"CX and Contact Center Consultancy to Audit Market Research Firm's Call Center Network" is lockedCX and Contact Center Consultancy to Audit Market Research Firm's Call Center Network | The Taylor R... | Call Center | Scoop.it
Today, CX and Contact Center consultancy, The Taylor Reach Group, Inc. (TRG), announced they are administering a Contact Center Audit for one of the world’s leading digital data collection companies. The consultancy will conduct an essential health check of the market research firm’s network of Contact Centers.

“We use a hands-on, holistic approach when our clients seek our assistance in examining all of the elements and aspects of the Call Center. We uncouple the ‘thousand moving parts’ of the Contact Center and identify every element that is linked to or impacting on the operational effectiveness and efficiency of the Contact Centers.” said CEO and Chief Chaos Officer of TRG, Colin Taylor.
Colin Taylor TRG's insight:

Auditing a network of Contact Centers - We uncouple the ‘thousand moving parts’ of the Contact Center and identify every element that is linked to or impacting on the operational effectiveness and efficiency of the Contact Centers - looking forward to working with this leading Market Research client 

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"Medical Marijuana Company Appoints Contact Center Consultancy to Develop Agent Training Program" is locked Medical Marijuana Company Appoints Contact Center Consultancy to Develop Agent Training P...

"Medical Marijuana Company Appoints Contact Center Consultancy to Develop Agent Training Program" is locked Medical Marijuana Company Appoints Contact Center Consultancy to Develop Agent Training P... | Call Center | Scoop.it
“There’s no denying that frontline agents are the biggest asset in any Contact Center in addition to being the largest expense. Retaining a qualified staff has a substantial impact on bottom-line operations, customer experience and quality of service”, according to Colin Taylor, CEO of The Taylor Reach Group, Inc. “Effective agent training programs ensure your frontline staff is well-prepared to meet increasing customer expectations. Additionally, this will support increased customer satisfaction as well as employee engagement and satisfaction”, continued Taylor.

The advisory firm will be implementing an Agent Training Program that will subsequently reduce operational expenses while improving overall service quality in the Medical Marijuana’s Contact Center.
Colin Taylor TRG's insight:

We're excited to announce publicly that Taylor Reach Group will be developing an agent training program for one of Canada's largest, license producer of medical cannabis products. This program will ensure that the Agent Curriculum delivers knowledgeable and skilled agents, improves agent retention, agent recall, FCR, CSAT, and NPS while reducing agent training time, speed to competency and AHT.

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Social Media: Benefit or Problem? - Post - No Jitter

Social Media: Benefit or Problem? - Post - No Jitter | Call Center | Scoop.it
While social media use brings many business benefits, it also comes with just as many risks.

Social media sites are part of daily life for the majority of Americans. The advent of the smartphone has accelerated the attraction and use of social media sites. Social media can be a benefit to the business, but it can also be a problem. Issues such as productivity, security, compliance, and workplace disruption are all negative aspects of social media interactions.
Colin Taylor TRG's insight:

There are some pretty interesting stats in this article in addition to the benefits and disadvantages of social media. Agents in the contact center can use social media to collect information about those contacting them

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5 Tips to Build the Right Business Culture in the Contact Center

5 Tips to Build the Right Business Culture in the Contact Center | Call Center | Scoop.it
Good organizations are built around good people. Beyond the dollars and cents of recruiting and training, appreciating the knowledge level and tenure of associates is an important part of culture. It creates engaged associates and benefits the brand, the associates and the contact center. Follow these 5 tips to increase your associates’ engagement and build your unique culture.
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8 Ways to Improve Your Post-Purchase Customer Experience

8 Ways to Improve Your Post-Purchase Customer Experience | Call Center | Scoop.it
Ecommerce brands are missing a trick when it comes to continuing the conversation with customers after their purchase. A lot of companies focus so much on achieving sales conversions that they neglect to consider the benefits of a post-purchase marketing strategy.
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3 Ways to Enhance Customer Experience in the Call Center

3 Ways to Enhance Customer Experience in the Call Center | Call Center | Scoop.it
3 Ways to Enhance Customer Experience in the Call Center
February 20, 2018 Jim Iyoob

Call centers have come along was from the institutions that emerged in the 1960s to efficiently handle high volumes of customer calls. Today’s call centers have evolved with emerging technologies, and changed tactics based on consumer needs, but at the root of call center developments still stands the ever important need for high-quality customer service.

For many consumers call center agents are the face of the companies they are reaching out to, as they may be the first, if not the only contact customers have. The level of service received in a call center can determine whether or not customers continue to do business with a particular company. It is crucial that agents do all they can to improve customer satisfaction rates. Some key tactics for success can be: reducing hold times, providing excellent servant leadership, and managing the call flow effectively.
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Contact Center & CRM: Set on Convergent Course - Post - No Jitter

Contact Center & CRM: Set on Convergent Course - Post - No Jitter | Call Center | Scoop.it
The Salesforce Spring Release tells the story of how these previous distinct disciplines are getting harder to separate.

I first started writing about the blurring line between CRM and contact center software for No Jitter in 2014. Given the overlapping capabilities often available from the two types of solutions, I've added Microsoft, Salesforce, and Zendesk to the list of companies I track closely. And so it was that earlier this month I spent time getting an update from Salesforce's Patrick Beyries, senior director, product management, for Service Cloud, on the company's latest release. Blurring doesn't tell the story anymore -- converging is the more accurate verb in 2018.
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Empowering Employees to Provide a Superior Customer Experience in 2018

Empowering Employees to Provide a Superior Customer Experience in 2018 | Call Center | Scoop.it
Consumers want personalized experiences and today’s competitive brands are scrambling to deliver. They’re tapping artificial intelligence (AI) capabilities for data-driven insights to improve customer interactions. But it’s not just about tech; the ability to deliver a seamless customer journey depends on a more personal connection. Consider calling a customer service line for help with an important lost package—no robot can replace an agent’s empathy in that stressful situation. Striking the balance between technology-based efficiencies and the human element is tricky , and many organizations struggle to get it right.
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calculating first contact resolution | The Taylor Reach Group Inc.

calculating first contact resolution | The Taylor Reach Group Inc. | Call Center | Scoop.it
Definition: The percentage of customer contacts resolved during (or as a result of) the first contact, requiring no additional contacts.

This is a key metric not only for customer satisfaction and retention but also in determining the overall work-load and operating expenses. In many Contact Centers, 75% First Contact Resolution (FCR) is considered to be a good result. But looking at it from another angle, this means that 25% of your contacts are repeat contacts and in essence added work-load. Analyzing contacts beyond the first one can lead to significant process improvements.
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Contact Center Industry Stats – How the Contact Center is Viewed Within Enterprises | The Taylor Reach Group Inc.

Contact Center Industry Stats – How the Contact Center is Viewed Within Enterprises | The Taylor Reach Group Inc. | Call Center | Scoop.it
How Is Your Contact Center Perceived by the Rest of the Organization?

Most companies acknowledge that the Contact Center is a great source of customer insight.

64.5% of organizations view the Contact Center as a source of customer insight, a slight increase on last year’s figures. (Call Centre Helper) It is important to understand the relationship between the organization and its center – the Call Center or Contact Center is likely the single, largest point of contact between your firm and your customers.

 
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Things to Consider Before Setting up a Contact Center | ReadItQuik

Things to Consider Before Setting up a Contact Center | ReadItQuik | Call Center | Scoop.it

For decades, the idea of setting up a call center wasn’t feasible for the majority of small to medium-sized enterprises. When decision makers factored in real estate, hardware, and software technology infrastructure and personnel - the numbers just didn’t add up. Nowadays, there are simpler options that can have a business up and running in minutes as opposed to months, but setting up a call center is still a massive undertaking that requires careful consideration. Below are seven key factors that need to be considered when your business is venturing down the contact center path.

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Calculating Agent Attrition in the Contact Center | The Taylor Reach Group Inc.

Calculating Agent Attrition in the Contact Center | The Taylor Reach Group Inc. | Call Center | Scoop.it
Definition: The percentage of staff who leave the Contact Center, voluntarily or involuntarily, over a period of time.

Calculation: (Total number lost/Average total staff) X 100

Example:

The total staff at the beginning of the month is 90 and at the end is 110, so the average staff for the month is 100 ((90+110)/2).

By the end of the month, five agents have left the organization therefore (5/100) X 100 = 5% attrition.

Adding the monthly attrition numbers together will give you annual attrition.
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Customer Contact Central

Customer Contact Central | Call Center | Scoop.it

A potential client called for help. His plea was, “We are so NOT customer-focused, and we need to be!” He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t.

By the way, the name of the company has been “changed to protect the innocent,” as they say. We’ll refer to them as Company X.

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Calculating Schedule Adherence in the Contact Center | The Taylor Reach Group Inc.

Calculating Schedule Adherence in the Contact Center | The Taylor Reach Group Inc. | Call Center | Scoop.it
Definition: The percentage of time your agent was exactly where they were scheduled to be.

Calculation:

Agent’s scheduled log in time – total amount of minutes out of schedule adherence          X 100

Agent’s scheduled log in time

 

Example: An agent is scheduled to work 8 hours (480 minutes) and is five minutes late going to break and five minutes late returning from break, for a total of 10 minutes out of schedule adherence. Agent’s schedule adherence is (480-10)/480 X 100 = 98%.
Colin Taylor TRG's insight:

You will save time and aggravation if you set a reasonable goal for Schedule Adherence. Here's a quick read on this important Contact Center metric. 

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"Medical Marijuana Company Appoints Contact Center Consultancy to Develop Agent Training Program" is locked Medical Marijuana Company Appoints Contact Center Consultancy to Develop Agent Training P...

"Medical Marijuana Company Appoints Contact Center Consultancy to Develop Agent Training Program" is locked Medical Marijuana Company Appoints Contact Center Consultancy to Develop Agent Training P... | Call Center | Scoop.it
“There’s no denying that frontline agents are the biggest asset in any Contact Center in addition to being the largest expense. Retaining a qualified staff has a substantial impact on bottom-line operations, customer experience and quality of service”, according to Colin Taylor, CEO of The Taylor Reach Group, Inc. “Effective agent training programs ensure your frontline staff is well-prepared to meet increasing customer expectations. Additionally, this will support increased customer satisfaction as well as employee engagement and satisfaction”, continued Taylor.

The advisory firm will be implementing an Agent Training Program that will subsequently reduce operational expenses while improving overall service quality in the Medical Marijuana’s Contact Center.
Colin Taylor TRG's insight:

We are excited to publicly announce that our consultants at Taylor Reach are designing an Agent On-Boarding Training Curriculum.for one of Canada's largest, licensed producers of medical cannabis products. 

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More Than Just Lip Service: How To Turn Corporate Values into Lived Behaviors in Your Contact Center | CustomerThink

More Than Just Lip Service: How To Turn Corporate Values into Lived Behaviors in Your Contact Center | CustomerThink | Call Center | Scoop.it
Do these corporate values sound familiar to you? Given that some 89% of companies have core values of some kind, it’s likely that you’re accustomed to these types of statements, which many companies all over the world proudly align themselves to.

The difference with this list of values is that they’re pulled from the 2000 Annual Report of what would become one of the most unethical companies of all time – Enron. In the wake of Enron’s 2001 accounting scandal, it quickly became clear to shareholders and customers alike that these values meant nothing, in a corporate culture where greed reigned supreme.
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The Scientific Way To Design A Customer Experience For Maximum Retention (And Results)

The Scientific Way To Design A Customer Experience For Maximum Retention (And Results) | Call Center | Scoop.it
For a business to succeed, it needs to maximize the payoff from its customer experience. This payoff comes when customers remember their experience positively and choose to return, ideally bringing their online and offline friends with them as well.

This makes it essential to understand how customer memory actually works. So, let's look at what the scientific disciplines of social psychology and behavioral economics have to say on the subject, as viewed through my lens as a customer experience designer and customer service consultant.
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Customer service chatbots help reduce product returns

Customer service chatbots help reduce product returns | Call Center | Scoop.it
A lot of the credit goes to the new guys: the customer service chatbots -- virtual agents that answered questions about setup, ringtones and cell phone activation, and who calmed nerves over buyer's remorse, according to Cardenal. The 2-3% drop-off over that he saw in a segment of returned merchandise compared to the previous year might not sound like a lot, but Cardenal called it impressive given that the bots had been on the job less than 90 days.
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The Rules of Employee Engagement? They don't exist | City A.M.

The Rules of Employee Engagement? They don't exist | City A.M. | Call Center | Scoop.it
Employee engagement is taking itself very seriously these days. It has its theorists and practitioners, its own Wikipedia page, and an annoyingly persistent PR machine.

According to this discipline’s teachings, there exist fail-proof methodologies that can transform your average office worker – the one who browses Facebook and Mail Online when no one is watching – into someone who “proactively and passionately adds value while aligning with the company mission and operational goals”.
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Contact Center Tips: 10 Rules To Customer Satisfaction

Contact Center Tips: 10 Rules To Customer Satisfaction | Call Center | Scoop.it
Companies have long relied on location, product innovation and pricing to gain a competitive advantage. However, customers can now find nearly any product or service at the lowest possible price, right at their fingertips. In other words, the key differentiator between companies is the customer experience.

With increased competition and ongoing pressure to continuously meet rapidly evolving expectations, it has become vital to focus on customer satisfaction. This means having the right strategies in place. The following are 10 rules to get customer satisfaction right, regardless of the industry you’re in:
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