Taylor Reach Group

DECEMBER 7, 2018

If 30% of your staff is still negotiating the learning curve towards competency, they are by definition performing at a lower level than the veteran staff. The process for Disciplinary Action can be very time-consuming, often requiring many levels of sign-off (center, HR, senior management etc.).

Coaching 120

Coaching Contact Center Calibration outsourcing 120

Connecting the Dots

SEPTEMBER 7, 2020

Metrics to enhance success and prevention. The following are nine metrics you should consider using to move from firefighting to a preventive/value-add mode of service. – This answer, using the same survey questions, can be compared to actual surveys, if there is a difference, then there is a calibration problem.

Surveys 62

Surveys Education Calibration Contact Center 62

Connecting the Dots

SEPTEMBER 9, 2019

Metrics to enhance success and prevention. The following are nine metrics you should consider using to move from firefighting to a preventive/value-add mode of service. – This answer, using the same survey questions, can be compared to actual surveys, if there is a difference, then there is a calibration problem.

Surveys 48

Surveys Education Calibration Contact Center 48