Blog

Resolving the Riddle of Retention

Posted on December 07, 2018 in Uncategorized

By: Colin Taylor The downside of a strong economy is low unemployment and job shortages. A strong economy doesn’t directly cause contact center attrition, but it does provide employees and agents options that may not exist in a weaker economy. This element of choice, though, will magnify any internal issues and challenges that may exist […]

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When it Comes to Contact Center Management, Keep Your Best Leaders Motivated

Posted on December 03, 2018 in Employee Engagement • Employee Experience • Leadership • retention • Success • Training

By: Peg Ayers Are all the leaders on your team equally skilled? Who do you think of first when you have something critical that must be handled brilliantly and immediately? We all have our preferences as to who we trust when the pressure is on. This makes it even more important to keep those leaders on […]

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Ten Dumb Things Smart Contact Center Executives Do

Posted on November 30, 2018 in Agent Experience • Blog • Call center Humor • Call Center Management • Customer Experience • Customer Satisfaction • Opinion • Technology

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. Yet these bright, bright people still manage from time to time to do things that defy understanding. This is my top ten list of really dumb things that smart call and contact center executives do. If […]

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Call Center Director Position in Phoenix

Posted on November 09, 2018 in Uncategorized

This is a position we’re sharing for a Taylor Reach client. While we’re not recruiters, we’re always happy to help our clients reach out to locate amazing candidates for open positions. SUMMARY The Director of Community Information plans and implements contact/call center strategies and operations; improving ROI, company performance, customer experience, processes and systems while […]

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Global contractor network enlists Taylor Reach in new telephony acquisition

Posted on October 18, 2018 in Call Center Technology • Contact Center Technology • Press Release • Technology • Telecommunications

Tags: #cctr• #custserv• #Cx• #telecom• #telephony• call center• communications• construction• contact center• contractors• Customer Experience• customer service• infrastructure• suppliers• Taylor Reach• Taylor Reach Group• TRG

A global leader in contract resource management has enlisted the aid of The Taylor Reach Group, Inc. (Taylor Reach) in acquiring a new telephony platform for their offices and contact centers around the world. Headquartered in the USA, the client is a global resource for connecting qualified contractors and suppliers with hiring clients. Working on […]

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Taylor Reach to assist global currency leader in acquiring new telephony for contact centers

Posted on October 11, 2018 in Press Release • Technology

Tags: #Cx• #telecom• #telephony• call center• communications• contact center• currency• currency investment• Customer Experience• customer service• foreign exchange• Forex• investing• Taylor Reach• Taylor Reach Group• trade• TRG

The Taylor Reach Group, Inc., announces a new telephony project for a world leader in international currency exchange. Working with individual and corporate investors, as well as handling foreign exchange transactions for businesses, creates a highly demanding customer experience environment. With the assistance of Taylor Reach’s team of contact center and CX experts, those demands […]

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The Coming Disruption of the Contact Center Outsourcing Industry – Part 2

Posted on September 25, 2018 in Uncategorized

Tags: #BPO• best practices• contact center• Outsourcing• Quality

By: Colin Taylor The old Contact Center Outsourcing (CCO) model is broken. As outlined in Part 1 of this series the traditional approach to contact center outsourcing has resulted in a quantitative focus on metrics like Service Level, Abandon rate, and AHT, rather than a qualitative focus, inflexibility to meet client demands, Quality Assurance that […]

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Video Interviews, the new normal

Posted on September 18, 2018 in Uncategorized

Tags: Interview• Training• Video

By: John Cockerill Recently TRG needed to hire a new social media coordinator. We decided to do initial interviews using online video via Skype. Our colleagues, vendors, and customers are often remote, traveling, on client sites or situation where video is the best way to communicate. Video interviews also only take a little time out […]

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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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