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Posted on January 19, 2016 in Call Center Assessment • Call Center Consulting • Call Center Management • Case Study • Contact Centre Ops • Customer Experience • Customer Satisfaction

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

Can You Hear the Canary in Your Customer Experience Coalmine? By: Colin Taylor The call center or customer service department has long been call the ‘canary in the coalmine’ for its ability to provide early identification and diagnosis of problems and issues impacting the satisfaction of customers. Despite of numerous warnings most organizations don’t change, […]

Posted on January 19, 2016 in Call Center Consulting • Call Center Management • Call centre consulting • Contact center consulting • Customer Experience

Tags: #callcenter• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Call Center Consulting• Customer Experience• Leadership• Taylor Reach Group

Taylor Reach adds Arizona to its markets served Toronto ON,- Mr. Colin Taylor, The CEO and Chief Chaos Officer of The Taylor Reach Group, Inc. today announced that Walt Vercoe has joined the customer experience and contact center consulting firm effective immediately. Walt brings over 20 years customer service experience to Taylor Reach with solid […]

Posted on January 15, 2016 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Customer Experience • Customer Satisfaction • FCR • Root Cause Analysis • Strategy

Tags: #callcenter• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• #retention• Contact Center Management• Taylor Reach Group

Is this your retention program? By Colin Taylor Research tells us that 85% of customer churn is due to poor service that was in fact preventable. 11% of customer churn could have be prevented by simple company outreach and 67% of customer churn is preventable if the customer issue had been resolved at the first engagement. […]

Posted on January 14, 2016 in Uncategorized

Tags: #callcenter• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Call Center Consulting• Contact Center Consulting• Outsourcing• Taylor Reach Group

Toronto, Mr. Colin Taylor, The CEO and Chief Chaos Officer of The Taylor Reach Group, Inc. today announced that Larry Feipel has joined the customer experience and contact center consulting firm effective immediately. Larry brings over 20 years customer service, contact center experience to the Taylor Reach Group, with the past 12 years spent consulting […]

Posted on January 14, 2016 in Uncategorized

Tags: #callcenter• #contactcenter• #custexp• #custserv• #Cx• Call Center Assessment• Call Center Consulting• Colin Taylor• Customer Experience• Customer Service Consulting

By: Colin Taylor We know what our customers want when they contact our organization, they want an answer to their question or inquiry. Research tells us that 56% of customer just want the right answer when they reach out to the contact center. However 44% of customers confirm that they have received incorrect or inaccurate […]

Posted on January 14, 2016 in Uncategorized

Tags: #callcenter• #contactcenter• #custexp• #custserv• #Cx• Call Center Consulting• Customer Experience• customer service

2016 the Year of the Customer? By Colin Taylor I have been in the contact center, customer service and customer experience industry a long time. I started as a fresh faced kid of 16 as an agent in an outbound call center. It feels that every year since, someone has suggested that this year was […]

Posted on January 14, 2016 in Blog • Call Center Assessment • Call Center Audit • Call Center Management • Customer Experience • Customer Satisfaction • The Taylor Reach Group

Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #Cx• Customer Experience• customer service

I was asked the follow question on Quora How can you maintain excellent customer service for a business that relies upon call centers? The hallmarks of great customer service (1:1 contact with people, solving the problem to the customer’s satisfaction, and creating a customized solution to the problem irregardless of policy) seem inconsistent with the […]

Posted on December 07, 2015 in Scoop.it

Conference – Customer Service Audit

Posted on December 02, 2015 in Contact Centre Ops

Tags: #callcenter• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• #taylorreach• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Experience• Customer Service Consulting

The Influencers: Customer Service Report 2015 Courtesy of OneReach In today’s world, customer service is becoming more important than ever. Research from Deloitte has found that over 60% of businesses think customer service is a competitive differentiator, and over 90% of customers who have an effortless service experience will buy from a brand again. In […]

Posted on November 30, 2015 in Contact Centre Ops

Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #Cx

Too many companies use their customer service contact centers and policies to ‘protect them’ from their customers. Great Customer Service doesn’t require these barriers, it begins with the mindset that the company exists to serve the customer- Colin Taylor