Contact Center Service Consultancy Expands to India
Toronto, ON (PRWeb) February 20, 2017 – Mr. Colin Taylor, CEO and Chief Chaos Officer of The Taylor Reach Group, Inc., today announced that the company was expanding to India, with the addition of Anand Morab to the Contact Center, Call Center and Customer Experience solutions firm. The company’s newest addition to the team will […]Read more
Great Call Center OR Great Call?
Posted on January 24, 2017 in Agent Experience • Call Center Consulting • Call Center Management • Call Center Performance • Contact Center • Customer Experience • Employee Experience • Hiring a call center consultant • People management
By: Bruce Lebowitz Executives often judge a contact center by traditional metrics. These might include low abandonment rates, an extremely quick speed to answer and meeting handling time goals. When proud of a contact center, executives often point to its technology too. The fact that the contact center never goes down, has instant screen pops […]Read more
Auditing, Made Easy.
Posted on August 24, 2016 in Agent Experience • Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Customer Experience Management • Customer Experience Metrics • Facts and Figures • Metrics • Opportunity • People management • Service Level • Strategy • Technology • The Taylor Reach Group
Snapshotz™ Call Center and Contact Center Customer Service Auditing Operational Efficiency, Excellence and Best Practice improvements can only be achieved once the opportunities have been identified. The reality is however, that due to the ever changing world of technology, communications and the customers themselves, the metrics that reveal the opportunities are constantly changing and adapting to new […]Read more
Pokemon Go And Your Contact Center
By Colin Taylor It has just been a few weeks since Pokemon Go has unleashed mobs of zombies walking in search of new Pokemon to capture, and other players to battle. The game quickly eclipsed Twitters total number of users and at more than 21 million players it shows no signs that the growth is […]Read more
‘Data is a king, at the end of the day the person with the best data wins’ – an interview with Colin Taylor
Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Experience• Customer Service Consulting• Operational Management• Taylor Reach Group
Colin Taylor was recently interviewed and featured on Data2CRM website. The website can be found here Thank you to Nataliia and the folks at Data2CRM for the chance to chat. Editor’s note: Nowadays, as the customer experience has an extensive impact on the metrics of a business ranging from consumer loyalty and brand equities to […]Read more
Intent is Key When Designing an Employee Experience Plan
By: JD Fairweather The key to a good employee engagement plan is the intent. If the intent is only to increase productivity, revenue, or customer growth—any gains achieved will likely not last long. Now that customer experience is recognized as the differential between competitors many organizations are planning to improve those experiences by deploying employee […]Read more