Blog

Posted on June 21, 2022 in Uncategorized

Taylor Reach CEO and Chief Chaos Officer, Colin Taylor, has been recognized as one of TechSee’s “22 Influential Leaders to Watch in 2022.” TechSee calls the list “an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.” As the article points out, Colin is “an author […]

Posted on June 20, 2022 in Uncategorized

Awards represent an encouragement. They show us what the “best” have done and they can inspire all of us to do better. I have participated as a judge, and senior judge for contact center and customer experience awards in Canada, Asia, the UK, and the US. At the first-ever US CXA®, more than 50 organizations […]

Posted on June 10, 2022 in Uncategorized

By Colin Taylor Sometimes it seems inevitable that every time a budget is approved with funds allocated for new, additional, or improved training, something occurs and the training is the first thing removed from the budget. We have heard this refrain many times over the years. From the perspective of senior management, Training looks like […]

Posted on May 19, 2022 in Press Release

A national-level association of professional licensing boards has engaged The Taylor Reach Group, Inc. (Taylor Reach) to perform a strategic assessment of its membership communications and contact center operations.   Taylor Reach; an award-winning industry leader in Customer Experience and Contact Center operations; has been called in to examine the association’s communications channels. The communications […]

Posted on May 09, 2022 in Quality • WFM

By Colin Taylor Understanding Your Contact Center Costs: Attrition A recent report from Gartner[1] referenced the cost to replace a frontline agent at $14,113. We have seen similar figures when working with clients. A major municipality that we have worked with, shared that their cost is just over $10,000. While this cost seems high, it […]

Posted on March 28, 2022 in Press Release

Industry-leading Customer Experience (CX) and Contact Center consulting firm, The Taylor Reach Group, Inc. (TRG), is continuing its forward momentum and growth with the addition of new Senior Consultant, Thomay Vlahos. Colin Taylor, CEO and Chief Chaos Officer of The Taylor Reach Group, Inc., this week announced the addition of Thomay Vlahos to the globally […]

Posted on February 14, 2022 in Press Release • Strategy

A major sporting goods retailer has invited The Taylor Reach Group, Inc. back to perform a strategic assessment on their internal contact center operation. This is a return engagement for TRG, who has performed similar assessments for this client in the past, and helped structure the current internal contact center, and advised them on outsource […]

Posted on February 11, 2022 in Agent Experience • Best Practices • Contact Centre Ops • Employee Engagement • Employee Experience • People management • Training • WFM

Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Colin Taylor• Contact Center Management• Leadership• Training• WFM

By Colin Taylor A lack of agent training is a sure-fire way of ensuring customers are disappointed. Learning a new skill or capability provide both enjoyment and a break from the mundane, and brings with it the opportunity to increase earnings. But to be effective, organizations need to ensure that they take a measured and […]

Posted on January 07, 2022 in Agent Experience • Best Practices • Blog • Business continuity • Call Center Consulting • Call Center DIY • Call center Humor • Call Center Management • Call centre consulting • Contact center consulting • Contact Center Industry Statistics • Contact Centre Ops • Customer Experience • Forecasting- WFM • Incentives • Leadership • Opinion • People management • Success • Supervisor • Training • WFH • WFM

Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #Cx• Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Experience• Leadership• Operational Management

By Peg Ayers As the New Year begins, many of us turn to thoughts of self-improvement, swearing off sweets, resolving to run three miles a day or promising not to spend hours in front of the television every weekend. But how many of us look at our contact centers and think about making this New […]

Posted on December 14, 2021 in Call Center Assessment • Call Center Consulting • Call Center Management • Call Center Performance • Contact Center • Contact Center Industry Statistics • Contact Centre Ops

Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• Call Center Consulting• CCaaS• Operational Management

By Simon Elkin (Talkdesk) When I landed in the technology sector 25 years ago, I recall the light-speed innovation launch pace, the enthusiasm, the optimism and how every day seemed to be turning the page on one conventional notion or another. It was a time when Silicon Valley was getting its legs, new technology daily […]