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Posted on June 13, 2016 in Call Center Assessment • Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Customer Experience • Customer Experience Metrics • Customer Satisfaction • CXi • Strategy • Technology

  How Leveraging an Omni-Channel Strategy Can Improve Your Customer Experience  By: Colin Taylor Recently, I was asked to give a presentation at the SCORE Conference in Boston on the importance and benefits of using an Omni-Channel strategy to drive customer loyalty. The event was a success and contained a lively discussion about how organizations […]

Posted on June 09, 2016 in Call Center Consulting • Call centre consulting • Contact Center • The Taylor Reach Group • TRG

Mr. Colin Taylor, The CEO and Chief Chaos Officer of The Taylor Reach Group, Inc. announced today that Paul Knapp has joined the customer experience and contact center consulting firm effective immediately. “Paul is a professional thought leader with a track record of providing successful strategies within the customer service and business industry. With over […]

Posted on May 16, 2016 in Call Center Consulting • Contact Center • Contact center consulting • Hiring a call center consultant • News • The Taylor Reach Group • TRG

Professional Customer Consultant and Guitarist. His passion for performing is what drives Garry to seek out the highest satisfaction in every project he is involved with. With 25+ years of global managerial experience in B2C and B2B, high-technology focused environments, Garry is dedicated to implementing strategic solutions for customer success / customer care initiatives. His […]

Posted on April 19, 2016 in CSAT • Customer Experience • Customer Experience Metrics

Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #Cx• Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy

Peter Elliot Senior Consultant – Europe Customer Service and CRM There is a largely linear relationship between the Quality and Cost of a customer service operation. Intuitively, the better the quality of service offered, the higher the cost. Take the simple example of answering a customer call. To offer the highest service level, the call […]

Posted on April 19, 2016 in CSAT • Customer Experience • Customer Experience Metrics • Customer Satisfaction

Tags: #custexp• #custserv• #Cx• Colin Taylor• Customer Experience• Customer Service Consulting

Good day. My name is Colin Taylor, and in this discussion, we’re going to be discussing the customer experience and what makes the best organizations the best. First, a little bit about myself and the organization. As I said, my name is Colin Taylor, and I’m the Chairman and Chief Chaos Officer for The Taylor […]

Posted on March 23, 2016 in Call Center Consulting • Call Center Management • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Metrics • Outsourced Quality Monitoring • Quality

Tags: #callcenter• #contactcenter• #Cx• Call Center Assessment• Call Center Audit• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• CSAT• Customer Experience• Customer Service Consulting• Operational Management• Outsourced Quality Listening• Taylor Reach Group

Quality is a critical support function in call and contact centers. In this interview, Colin Taylor and John Cockerill discuss Quality Assurance, Compliance, outsourcing and the risks and opportunities that can be found by a closer look at your contact centers’ quality program. Colin: Hello and welcome to Talking Contact Centers. My name is Colin […]

Posted on March 13, 2016 in Customer Experience

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custserv• Call Center Assessment• Call Center Consulting• Contact Center Consulting

By: Colin Taylor I am often asked what the role of the contact center is in the customer experience and whether the contact center is an outdated mode of customer communications in the age of web 2.0, ecommerce, social media and self-service. To which I reply that the contact center is arguably the most valuable […]

Posted on February 25, 2016 in AHT • Call Center Assessment • Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Customer Experience Management • Customer Satisfaction • Metrics • TRG

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• AHT• Call Center Consulting• Contact Center Consulting• Customer Service Consulting• Taylor Reach Group

AHT  the Most Misunderstood Metric in Call or Contact Centers   Today my topic is average handle time, or AHT, what it means to you and why it’s an important metric within the call and contact centers. Average handle time is a wonderful tool. Everybody uses it and they believe they use it correctly. It’s a good […]

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