First Contact Podcast | Season 3 | Episode 5 Employee Satisfaction and a 360 view on Contact Centers, with Colin Taylor Digital Transformation and Future of Work for Contact Centers, with Jon Arnoldhttps://nobelbiz.com/wp-content/uploads/2020/04/christian-montes.png HOST Christian Montes Executive Vice President Client Operations PGlmcmFtZSB0aXRsZT0iRW1wbG95ZWUgU2F0aXNmYWN0aW9uIGFuZCBhIDM2MCBWaWV3IG9uIENvbnRhY3QgQ2VudGVycywgd2l0aCBDb2xpbiBUYXlsb3IiIGFsbG93dHJhbnNwYXJlbmN5PSJ0cnVlIiBoZWlnaHQ9IjE1MCIgd2lkdGg9IjEwMCUiIHN0eWxlPSJib3JkZXI6IG5vbmU7IG1pbi13aWR0aDogbWluKDEwMCUsIDQzMHB4KTsiIHNjcm9sbGluZz0ibm8iIGRhdGEtbmFtZT0icGItaWZyYW1lLXBsYXllciIgc3JjPSJodHRwczovL3d3dy5wb2RiZWFuLmNvbS9wbGF5ZXItdjIvP2k9dXRnZjMtMTI0OWI0NS1wYiZmcm9tPXBiNmFkbWluJnNoYXJlPTAmZG93bmxvYWQ9MCZydGw9MCZmb250cz1UcmVidWNoZXQlMjBNUyZza2luPWY2ZjZmNiZmb250LWNvbG9yPWF1dG8mbG9nb19saW5rPW5vbmUmYnRuLXNraW49YzczYTNhIj48L2lmcmFtZT4 We are delighted to be joined today by Customer Experience Expert Colin Taylor who has 40+ years of experience helping companies deliver excellent CX, innovation and customer success to call center/contact center landscape. Leading The Taylor Reach Group to success in call center and management consulting for almost 20 years, Taylor is the CEO & CCO (Chief Chaos Officer) and one of Canada’s leading contact/call center pioneers, leaders, and influencers.https://nobelbiz.com/wp-content/uploads/2022/06/Website-roundPic-Colin.png GUEST Colin Taylor CEO & CCO at The Taylor Reach Group Explore more from this episode... Video The ‘hands-on’ holistic approach For contact centers, providing a consistent CX experience is key, Colin thinks the business should function as a single entity, delivering a consistent customer service across all channels. The comparison should only happen inside your organization. Video + Article ‘Increasing self-service’ as part of the futureColin is sharing his vision on the future of self-service and automation. What is the evolution going to look like, and how will it translate in agent communication tools ? Colin is showing a deep understanding on the topic, tune in and find out! Video Tools that ensure a higher customer satisfaction level Besides quality monitor system or workforce management tools, it all starts with the skills and competencies of your agents. Having a unified view over your strategies will give an analytical insight when you’re designing your contact center. Video We don’t know what we don’t know Colin thinks it’s difficult for someone to have a peripheral view outside of their core area of activity and to know the art of the possible. Even if companies use consultants to gain a better overview on the client or their roadmap, this should be part of setting the priorities. Video + Article Happy employees make happy customers In the industry with the highest turnover, focusing on employee satisfaction can drastically improve the management of people resources and reduce churn. Colin comes with an interesting example, tune in to find out more! Video Bringing order to remote work chaos Very few organizations manage a smooth and quality transformation. Most of them, it was blind panic. In order to support and bring order to remote work challenges, we need to change the way we do remote and training. MORE PODCAST EPISODES FROM THE CONTACT CENTER INDUSTRY... Let's Get to Work and Make Your Contact Center Better!