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If you are not already a subscriber, please subscribe to our Customer Reach Newsletter! CUSTOMER REACH® VOLUME 8, ISSUE 10 NOVEMBER 2011 ISSN 1718-8938 Inside this Issue Closing the Revolving Door – Part1 Is It Time for your Call Center Check Up? Interim Management Services available from Taylor Reach Case Study Testimonials Read our [...] December 14th, 2011 | Category: Newsletters | Leave a comment If you are not already a subscriber, please subscribe to our Customer Reach Newsletter! CUSTOMER REACH® VOLUME 8, ISSUE 9 NOVEMBER 2011 ISSN 1718-8938 Inside this Issue Self Service – Of Cents & Sensibility Part 1 Sales is Good Service whether you offer a Product or Service, or be a Private or Public Organization Why [...] November 28th, 2011 | Category: Newsletters | Leave a comment If you are not already a subscriber, please subscribe to our Customer Reach Newsletter! CUSTOMER REACH® VOLUME 8, ISSUE 7 SEPTEMBER 2011 ISSN 1718-8938 Inside this Issue What Call Center Metrics mean to Customers Customer Experience & the Call Center Self Service Trivia Barbados as a call center location 5 Good Call Center Ideas – [...] October 21st, 2011 | Category: Newsletters | Leave a comment Floral distributor executive wins Snapshotz call centre audit draw The winner of a draw held in Toronto for free usage of the Snapshotz call centre audit tool is Amas Tenumah, Vice-President, Operations for Teleflora, a floral distribution network. Tenrmah receives a single-user license for Snapshotz that will be applied in the Teleflora Oklahoma City call [...] July 26th, 2011 | Tags: AHT, ASA, Attrition, Call Center Assessment, Call Center Consulting, Colin Taylor, Contact Center Consulting, Contact Center Strategy, Costs, Customer Service Consulting, FCR, Leadership, Operational Management, service level, Snapshotz, Strategy, Taylor Reach Group, Telefloral | Category: AHT, ASA, Call Center Assessment, Call Center Audit, Call Center Consulting, Call Center DIY, Call Center Management, Call Center Tools, Call centre consulting, Contact Centre Ops, Customer Experience, Customer Satisfaction, Education, FCR, Forecasting- WFM, Newsletters, Occupancy, People management, Quality, Research, Strategy, Technology, Telecommunications, The Taylor Reach Group, Turnover | One comment If you are not already a subscriber, please subscribe to our Customer Reach Newsletter! CUSTOMER REACH® VOLUME 8, ISSUE 6 JUNE 2011 ISSN 1718-8938 Inside this Issue Workforce Management Demystified Floral distributor executive wins Snapshotz call centre audit draw What Call Center Metrics mean to Customers Upcoming Events Why does ‘Tunnel Vision exist among clever [...] July 22nd, 2011 | Tags: Call Center Consulting, Contact Center Consulting, Contact Center Management, Contact Center Strategy, Customer Service Consulting, Operational Management, Snapshotz, Strategy, Taylor Reach Group, WFM | Category: AHT, ASA, Call Center Consulting, Call Center DIY, Call Center Management, Call Center Tools, Call centre consulting, Case Study, Contact center consulting, Contact Centre Ops, Customer Experience, Customer Reach, Customer Satisfaction, FCR, Forecasting- WFM, Newsletters, People management, The Taylor Reach Group | Leave a comment If you are not already a subscriber, please subscribe to our Customer Reach Newsletter! CUSTOMER REACH® VOLUME 8, ISSUE 4 APRIL 2011 ISSN 1718-8938 Inside this Issue At Your Service, Servant Leadership and the Call Center Outbound Calling, the ugly duckling of call centers or the key to goose your center revenues? Telephone Consumer Protection [...] May 2nd, 2011 | Category: Newsletters | Leave a comment If you are not already a subscriber, please subscribe to our Customer Reach Newsletter! CUSTOMER REACH® VOLUME 8, ISSUE 3 MARCH 2011 ISSN 1718-8938 Inside this Issue Effectiveness Indicators – Customer Satisfaction Call Center Wishes Can Come True…No Genie Required Inside Taylor Reach Case Study Testimonials Read our Customer Reach Newsletter – March 2011 (pdf-517kb) [...] March 31st, 2011 | Category: Newsletters | Leave a comment If you are not already a subscriber, please subscribe to our Customer Reach Newsletter! CUSTOMER REACH® VOLUME 8, ISSUE 2 FEBRUARY 2011 ISSN 1718-8938 Inside this Issue Building a Strategic Plan for your Contact Center Colin Taylor 1 Effectiveness Indicators – First Call Resolution, Calls / Resolved 2 Staff Retention 4 “You Say you Want [...] February 25th, 2011 | Category: Newsletters | Leave a comment If you are not already a subscriber, please subscribe to our Customer Reach Newsletter! CUSTOMER REACH® VOLUME 8, ISSUE 1 JANUARY 2011 ISSN 1718-8938 Inside this Issue Effectiveness Indicators – Revenue/Call, Sales/Call Toyota Just Doesn’t Get It- Poor Design = Poor Experience Most Challenging Callers Inside TRG Interim Management Services available from Taylor Reach Case [...] January 30th, 2011 | Category: Newsletters | Leave a comment If you are not already a subscriber, please subscribe to our Customer Reach Newsletter! CUSTOMER REACH® VOLUME 7, ISSUE 10 DECEMBER 2010 ISSN 1718-8938 Inside this Issue Effectiveness Indicators – Quality 10 Relatively Serious Predictions for 2011 Inside the Taylor Reach Group Interim Management Services available from Taylor Reach Case Study Testimonials Read our Customer [...] December 21st, 2010 | Category: Newsletters | Leave a comment |
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