• Outsourcing, Off-Shoring: Truth and Consequences

    Posted on January 01, 2007 in Offshoring-Outsourcing

    Outsourcing and Off-Shoring are not new ideas or a new way of doing things. Companies have been moving manufacturing to lower cost of production centers since the sixties and services since the late eighties. It isn’t new but once service outsourcing received the stamp of approval from mainstream media it has increasingly been perceived as […]

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  • Highest Rated Call Center Newsletter

    Posted on December 21, 2006 in Customer SatisfactionInsourcingOffshoring-OutsourcingQualitySales

    My day job is Chairman of The Taylor Reach group, Inc. a call center and contact center consultancy with offices in North America and Australia. One of the services we provide to our clients is a free newsletter called Customer Reach®. Customer Reach® is one of the highest ranked call center or contact center newsletters […]

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  • New Call Center Manager- Congratulations or Condolences

    Posted on December 20, 2006 in Customer SatisfactionOpinionQuality

    Congratulations! you are the new Call Center manager/director…now what? Should it even be congratulations? Perhaps condolences would be more appropriate. Why would this not be a celebratory moment? Well consider that , more than one third of a call center managers time is wasted on recurring everyday problems (firefighting)…how can we prevent fires if we […]

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  • Money from the Taxman

    Posted on December 12, 2006 in SalesTax RefundTaxes

    Yes, that’s right I said money from the taxman. If you operate a call center, contact center or tele service company you could be entitled to receive money back from the government. As we rush towards the end of the year and time to file another tax return few of us may remember that in […]

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  • Treasury Announces End to Long-Distance Telephone Excise Tax

    Posted on December 12, 2006 in News

    WASHINGTON, DC – The U.S. Treasury Department today announced it is conceding the legal dispute over the federal excise tax on long-distance telephone service. The Department of Justice will no longer pursue litigation and the Internal Revenue Service (IRS) will issue refunds of tax on long-distance service for the past three years. Taxpayers will be […]

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  • Quality Assurance & Quality Monitoring

    Posted on December 11, 2006 in Customer SatisfactionOpinionQuality

    I recently received a request for a good ‘quality’ document for use in call centers and contact centers. The following link provides a good start

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  • Outsource, Insource, Offshore- Which is the way forward

    Posted on December 11, 2006 in Customer SatisfactionInsourcingOffshoring-OutsourcingOpinion

    Well its December 12th and I am in Atlanta. In town to meet with clients and prospects. It is a nicer day here than it would have been in Toronto. had a meeting a financial services company this morning. They are working to determine a way forward to enhance their customer service delivered through there […]

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  • Can we Forecast the Future…Yes

    Posted on December 08, 2006 in Customer SatisfactionOpinion

    The Importance of ForecastsHow often have you seen or heard about call center management struggling with the senior executives or their own staff regarding the resources needed by the center to do the work. Missed service levels, tired or worn out staff, blocked calls, long hold times, incomplete and/or inadequate training and development goals are […]

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  • Customer Satisfaction- A How to Guide

    Posted on December 06, 2006 in Customer Satisfaction

    Quality is what the Customer says it is Intuitively we know that better service and higher satisfaction is good for our business, but why is this often very difficult to put into practice? There are a number of factors that contribute to challenge organizations. These include;· Difficulty in hitting a moving target- Customers are a […]

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  • Customer Satisfaction- How not to

    Posted on December 06, 2006 in Customer Satisfaction

    Customer Satisfaction versus Customer Service Each and every business on the planet sets out to satisfy the needs of its customers. This is true of the hardware store on the corner, the big box electronic retailer and the bank you deal with. If this truth is ‘self-evident’ then why is the actual service that is […]

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