Blog

Posted on February 25, 2016 in ASA • Call Center Consulting • Call Center Management • Call centre consulting • Contact Centre Ops • Customer Experience • FCR • Metrics • Service Level

Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #Cx• ASA• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• service level• Strategy• Taylor Reach Group

Hello, my name’s Colin Taylor and I’m the CEO and Chief Chaos Officer for the Taylor Reach Group. We are a call and contact center consulting firm based in the Toronto area. We assist our client organizations in improving the customer experience, operational effectiveness and efficiency of their call or contact center. Today in this […]

Posted on February 18, 2016 in Agent Experience • Call Center Consulting • Call Center Performance • Call centre consulting • The Taylor Reach Group • TRG

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #custexp• #custserv• #Cx• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Taylor Reach Group

Check out this video where Colin Taylor the CEO and Chief Chaos Officer of the Taylor Reach Group, shares the reasons why he feels organizations should choose Taylor Reach

Posted on February 17, 2016 in Agent Experience • Call Center Consulting • Call Center Management • Customer Experience

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Experience• Customer Service Consulting• Operational Management• Taylor Reach Group

Colin Taylor was recently interviewed and featured on Data2CRM website. The website can be found here Thank you to Nataliia and the folks at Data2CRM for the chance to chat. Editor’s note: Nowadays, as the customer experience has an extensive impact on the metrics of a business ranging from consumer loyalty and brand equities to […]

Posted on February 11, 2016 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call centre consulting • Contact center consulting • Customer Experience • The Taylor Reach Group

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Experience• Customer Service Consulting• Operational Management• Taylor Reach Group

February 12, 2016 Customer Experience Consultancy Adds Ottawa to Markets Served Toronto,- Mr. Colin Taylor, The CEO and Chief Chaos Officer of The Taylor Reach Group, Inc. announced today that Garry Schultz has joined the customer experience and contact center consulting firm effective immediately. “Garry is an experienced Customer Care strategist with expertise in assisting […]

Posted on February 10, 2016 in Call Center Consulting • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • The Taylor Reach Group

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #custexp• #custserv• #Cx• Call Center Assessment• Call Center Audit• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Strategy• Customer Experience• Customer Service Consulting• Leadership• Operational Management• Strategy• Taylor Reach Group

Taylor Reach Group Adds Calgary to Markets With a Local Presence

Posted on February 04, 2016 in Call Center Consulting • Customer Satisfaction • Offshoring-Outsourcing

Tags: #callcenter• #cctr• #custexp• #custserv• #Cx• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Outsourcing• Taylor Reach Group

Call Center Outsourcing Industry Trends – Q &A interview with Outsource Consultants President, Corey Kotlarz The call center outsourcing industry is a rapidly changing. Technology and locations are always evolving, which means that it can be hard to keep up with the right information. This interview with Corey Kotlarz, a call center outsourcing industry expert, […]

Posted on February 04, 2016 in Agent Experience • Customer Experience • Employee Engagement • Employee Experience

Tags: #agentexperience• #custexp• #custserv• #Cx• #employeeexperience• #esat• Customer Experience

 By: JD Fairweather The key to a good employee engagement plan is the intent. If the intent is only to increase productivity, revenue, or customer growth—any gains achieved will likely not last long. Now that customer experience is recognized as the differential between competitors many organizations are planning to improve those experiences by deploying employee […]

Posted on February 01, 2016 in Call Center Management • Call centre consulting • Customer Experience • Customer Satisfaction • The Taylor Reach Group

Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #Cx• Call Center Consulting• Colin Taylor• Taylor Reach Group

The Bottom Line on 2015 Well 2015 is now firmly in the rear-view mirror and we have already dispatched 1/12 of 2016. As I look back on the year it was 2015, I can see how busy it really was. We completed projects for a number of wonderful clients including a large educational publisher, one […]

Posted on January 19, 2016 in Scoop.it

Telstra, an Australian telecommunications company, and Philippine business process outsourcing (BPO) firm TeleTech recently opened a new contact center in the Philippines. – BusinessNewsAsia.com

Posted on January 19, 2016 in Scoop.it

50% of organizations find that building existing customer relationships with customer service brings a bigger ROI than acquiring new customers.