The Taylor Reach Group Inc.

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Customer Success Defined – 6 Areas of Customer Success Planning

Posted on April 17, 2017 in Call Center Performance • Contact Center • Customer Experience Management • Success

Customer Success Defined – 6 Areas of Customer Success Planning By: Garry Schultz Accelerated Customer Value Confusion in the pre-post sales services world. A new label appeared a couple years back and a host of pointy haired managers have flocked to the new, improved, model. […]
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Bank Deploys Video in the Contact/Call Center

Posted on April 12, 2017 in Call Center Management • Call Center Performance • Call Center Tools • CSAT • Customer Experience • Customer Satisfaction • Technology • TRG • Turnover

Tags: #cctr• #contactcenter• #custserv• #finserv

An interview by Colin Taylor with Eddie Woodruff I recently sat down with Eddie, Chief Marketing & Communications Officer at Forcht Group, of Kentucky Forcht Bank, in Lexington Kentucky. For the past six years,Eddie has been overseeing the development and direction of the bank’s Contact Center. Here is a transcript of that interview, with great […]
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CX Health Check – Free for limited time

Posted on March 31, 2017 in Call Center Tools • Call centre consulting • Contact Center • Customer Experience • Customer Experience Metrics • Opportunity • Resources

Don’t miss this limited time offer to access and optimize the CX delivered in your contact centers’.The Taylor Reach Group, Inc., offers a number of CX focused services catered towards optimizing the customer experience in the contact center. And today, for a limited time only, Taylor Reach is offering one of these services free to […]
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“Marketers Ruin Everything” – Really? – Who is Leading Your CX Strategies

Posted on March 24, 2017 in Customer Experience • Customer Experience Metrics

By: JD Fairweather If “marketers ruin everything” as Gary Vaynerchuk, CEO and founder of Vayner Media stated, why are so many leading customer experience projects? Who is leading your customer experience efforts? Let me start by saying that I’ve got no beef with marketers. They are key to the success and growth for most, […]
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Leading Contact Center Consulting Firm, Expands Customer Experience Services

Posted on March 16, 2017 in Blog • Call Center Assessment • Call Center Audit • Call Center Consulting • Call centre consulting • Contact Center • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Metrics • Customer Satisfaction • News • Snapshotz • TRG

Tags: #callcenter• Call Center Assessment• Call Center Consulting• Contact Center Consulting• Contact Center Management• Customer Experience• Customer Service Consulting• Snapshotz• Taylor Reach Group

The Taylor Reach Group, Inc., allows brands to see behind the customer experience curtain – announcing 3 services, each with a different focus for optimizing CX delivered in the contact/call center. Toronto-ON- Colin Taylor, the CEO and Chief Chaos Officer of Taylor Reach Group, Inc., announced today that the company has expanded their customer experience consulting […]
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Contact Center Service Consultancy Expands to India

Posted on February 16, 2017 in Agent Experience • Blog • Call Center Consulting • Uncategorized

Toronto, ON (PRWeb) February 20, 2017 – Mr. Colin Taylor, CEO and Chief Chaos Officer of The Taylor Reach Group, Inc., today announced that the company was expanding to India, with the addition of Anand Morab to the Contact Center, Call Center and Customer Experience solutions firm. The company’s newest addition to the team will allow Taylor Reach to extend their […]
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Customer Reach – February Newsletter

Posted on February 03, 2017 in Uncategorized

Newsletter Contact centers, customer service and customer experience: news, views and how to’s Inside this issue: Contact Center as a Strategic Asset Top 5 Contact Center Trends for 2017 Aldo Uses Salesforce to Drive Customer Delight Partner Referral Program Launched Top 15 NPS & Customer Service Thought Leaders Stop using Voicemail in Your Contact Center […]
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Assessment

Posted on January 30, 2017 in Services

1) Professional in-person assessments – Strategic Assessment The Strategic Assessment offers a prescriptive approach: Taylor Reach’s expert consultants will conduct on-site analysis coupled with Snapshotz™ as a means of establishing areas for improvement within the center. With this approach, we conduct an in-depth diagnostic. Once your business goals have been established, we use this information in […]
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Great Call Center OR Great Call?

Posted on January 24, 2017 in Agent Experience • Call Center Consulting • Call Center Management • Call Center Performance • Contact Center • Customer Experience • Employee Experience • Hiring a call center consultant • People management

Tags: #callcenter• #callcentre• #contactcenter• #custexp• Call Center Consulting• Customer Experience

By: Bruce Lebowitz Executives often judge a contact center by traditional metrics. These might include low abandonment rates, an extremely quick speed to answer and meeting handling time goals. When proud of a contact center, executives often point to its technology too. The fact that the contact center never goes down, has instant screen pops […]
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The Taylor Reach Group, Inc. Launches Partner Referral Program

Posted on January 23, 2017 in Call Center Consulting • Contact center consulting • Customer Satisfaction • The Taylor Reach Group • TRG

Tags: #contactcentre• #custexp• #customerexperience• #customerservice• #referralprogram• Contact Center Strategy• customer journey

Taylor Reach thanks partners by announcing their Referral Program The Taylor Reach Group, Inc. (Taylor Reach), the leader contact center and customer experience consulting services, today announced the creation of an enhanced incentive program for its partner community. The Taylor Reach Referral Program allows partners to provide consulting referrals, receive upfront compensation and share in […]
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