Social Media - The Taylor Reach Group – Call Center Consultants

Customer Interaction, Service & Experience – January 11

Below are some of our favorite blogs and posts on call centers, customer service, and customer experience. Hope you enjoy reading them as well. Let us know your thoughts comments and suggestions- we appreciate the feedback

Alaska Airlines ranks high with WSJ TheNewsTribune.com The Wall Street Journal’s Middle Seat blog is out with its [...]

IQPC Call Center Summit – Review

I spent last week at the IQPC Call Center Summit in Orlando Florida. The venue was quite nice, though there was some distance to travel to find the lundcheon rooms. The speakers convered the gamut for such events and the topic of Social Media was once again prominent. The presentation by Michael Biondo from Thumbplay [...]

Share your Call Center Perspective

Colin Taylor will be at theCall Center Summit in Orlando Jan 24 – 27th and is looking for call center operators and practioners who would like to be interviewed. The interviews will be approximately 10 minutes in length and will focus on call center trends, challenges faced in call center operations, social media and its [...]

Toyota Just Doesn’t Get It- Poor Design = Poor Experience

I like to think of myself as having patience, though it has been said that I don’t always suffer fools well. I was having a happy retail experience, well at least as happy as one can have when you leave $1200 with the dealer. I did need new front brakes, so all in all I [...]

Talking Call Centers Video- Milan Katz, Unity Health System

In this Talking Call Centers video Milan discusses trends in the call and contact center industry that are impacting on Unity Health with John Cockerill, senior all center consultant and President of Taylor Reach. Other topics discussed include: specific challenges the organization is facing, their approaches to addressing the issues and the role social media [...]

Video Interview of Amas Tenumah of Teleflora

Interview with Amas Tenumah of Teleflora discussing Call Center trends, the return of CRM and the role and capabilities of Social Media.

Watch the video here

Holy Twitterfeed Batman, How do we put Social Media in Our Call Center

Social media exposure doesn’t equal success. I know this may sound like heresy to some, but the facts speak for themselves. One of the most successful ads in recent history; Old Spices’ “The Man, Your Man could Smell Like” has racked up impressive social media numbers 94 million YouTube views. 630,000 fans on Facebook and [...]

Customer Reach Summer Update

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Summer Update

This has been a wonderful summer so far and we hope that all of you are enjoying wonderful weather. While we don’t publish Customer Reach during the months of July and August, there is so much going on that we wanted to keep you up to date, hence [...]

Sturgeons Law, Customer Service and Twitter

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