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Contact Center Industry Stats – Technology

Posted on July 06, 2018 in Call Center Technology • Call Center Tools • Contact Center Industry Statistics

Over the past few weeks, we have be posting a series related to Contact Center industry statistics. Previously, we discussed statistics related to the organization and customer journey mapping. as well as statistics related to the various Contact Center channels. Below, we will be discussing Contact Statistics related to the various technologies within the Call Center. […]
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7 Reasons You Need a Consultant when Looking for a New Contact Center Site

Posted on July 04, 2018 in Call Center Management • Contact center consulting • Hiring a call center consultant • Insourcing • Offshoring-Outsourcing • Opinion • Site Selection • Strategy • Success • Tax Refund • Taxes

Tags: #cctr• #custserv• call center location• call center site• Colin Taylor• contact center location• contact center site• Contact Center Strategy• Costs• Grants• Job creation• Research• site selection• Taylor Reach Group

By: Colin Taylor Why would you want to retain a consultant? Common wisdom would have it that all they do is “borrow your watch and tell you the time”. What can a consultant really bring to the table that can assist your center and your organization when you a looking at moving or establishing a […]
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Taylor Reach Unveils Leadership Training Program for Transforming Contact Center Leaders for the Digital Age

Posted on June 28, 2018 in Agent Experience • Call Center Consulting • Employee Experience • News • People management • Press Release • Training

The Taylor Reach Group, Inc. (Taylor Reach) announced today, the launch of their Leadership Training Program for Contact Center Team Leads, Supervisors, Analysts, and Managers. A staggering statistic points out that 84% of organizations anticipate a shortfall of leaders in the next 5 years. While 83% of organizations say it is important to develop leaders […]
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Contact Center and Customer Experience Events – July 2018

Posted on June 27, 2018 in Events

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events. With that, here are […]
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Contact Center Industry Stats – Contact Center Channels

Posted on June 11, 2018 in Call Center Statistics • Contact Center Industry Statistics • Facts and Figures • FCR

Over the next few weeks, we will be posting a series related to Contact Center industry statistics. Previously, we discussed statistics related to the organization and customer journey mapping. Below, you will find Call Center Statistics related to the various Contact Center channels. In the next of this series, we will be discussing Contact […]
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One of America’s Largest New Home Builders Retains Contact Center Consulting Firm to Assess Their Contact Center Operations

Posted on June 07, 2018 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call centre consulting • Press Release

TORONTO (PRWEB) JUNE 07, 2018 Customer Experience and Contact Center Consultancy, The Taylor Reach Group, Inc. (Taylor Reach), announced that they have been appointed by one of America’s largest home builders to take an in-depth analysis of their Contact Centers. Taylor Reach will conduct an essential health check of the home builder’s multiple Contact […]
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Medical Marijuana Producer Assessing Their Contact Center Operations in Advance of the Introduction of Recreational Cannabis

Posted on June 05, 2018 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Technology • Call centre consulting • Contact center consulting • Press Release

Taylor Reach Group is conducting an in-depth analysis of people, process, technologies and the ‘thousand moving parts’ within one of Canada’s Medical Marijuana Producer’s Contact Center to support the increasing contact volumes and establish a prescriptive approach for optimizing operations. TORONTO (PRWEB) June 05, 2018 CX and Contact Center Consultancy, The Taylor Reach Group, Inc. […]
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Contact Center and CX Expos Conferences and Summits – June 2018

Posted on May 24, 2018 in Events • Networking

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events. With that, here are […]
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CX and Contact Center Consultancy Assisting Major Retailer in Implementation of a New Service Model

Posted on May 23, 2018 in Call Center Consulting • Call Center Performance • Call centre consulting • Contact center consulting • Press Release

The Taylor Reach Group, Inc., will be assisting one of Canada’s largest home improvement retailers in shifting from a Distribution business model to a Retailer Contact Center model to meet increasing consumer demands. TORONTO (PRWEB) May 23, 2018 The Taylor Reach Group, Inc, (TRG), a globally recognized Contact Center and Customer Experience (CX) consulting […]
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What Call Center Metrics mean to Customers

Posted on May 18, 2018 in AHT • ASA • Call Center Consulting • Call Center DIY • Call center Humor • Call Center Management • Call Center Tools • Call centre consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • FCR • Forecasting- WFM • Opinion • Outsourced Quality Monitoring • Quality • retention • Strategy • Technology

Tags: Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• Taylor Reach Group

By Colin Taylor In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. It has been said that Call Centers produce more data and more measurement opportunities than is possible in almost any other communications channel. But while we know what each of these […]
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