Blog

Posted on August 26, 2022 in Uncategorized

Tags: #callcenter• #callcentre• #contactcenter• #contactcentre• #custexp• #Cx• Call Center Audit• Call Center Consulting• Colin Taylor• Snapshotz

A visionary leader in PC gaming and peripherals development and manufacturing has called in The Taylor Reach Group, Inc. (TRG) to provide an assessment of its critical Customer Service and Technical Support Contact Center Operations. The company’s global and online presence, with a highly demanding audience, means it needs to be able to create a […]

Posted on July 21, 2022 in Uncategorized

Tags: news• press release

A major professional North American sports league has begun implementing changes to its contact center operations, based on recommendations by Taylor Reach. The organization, which initially contracted The Taylor Reach Group to assess its global contact center operations in 2021, has now started to put the recommendations into practice. “With millions of fans — not […]

Posted on July 15, 2022 in Uncategorized

Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #Cx• call center• Customer Experience• FCR• First Contact Resolution• Leadership• Strategy• Taylor Reach Group

By Colin Taylor Contact centers are always striving to improve efficiency, increase customer satisfaction and deliver a superior customer experience. Technology is frequently the strategy employed to achieve this goal. While technology can certainly support improvement in all three areas, improvement can also be realized through increasing First Contact Resolution or FCR. FCR is a […]

Posted on July 01, 2022 in Uncategorized

By Colin Taylor Having their best agents poached by other departments is a common refrain from contact center operators. These center leaders do not have any issue with upward mobility of their staff, in fact they likely support it as it offers the opportunity for advancement within the organization which can be a motivating factor. […]

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 […]