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  • Technology Acquisition

    Posted on January 08, 2017 in Services

    After the cost of labor, technology is the largest cost component of a call center budget. Call centers can be very technologically dependent: ACD/platforms and switches, call recording, WFM, IVR, predictive dialing, chat, email management, knowledge management to name but a few.

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  • Sourcing – In- Out – Home or Near

    Posted on January 07, 2017 in Services

    Whether you are looking at outsourcing, offshoring, insourcing, nearshoring or homesourcing, The Taylor Reach group can help you. Not only have we completed numerous consulting projects in all of these areas, but we have built and operated outsource organizations on two continents. With our unique and hands on experience as both consultants and outsourcers ..

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  • Outsourcing Preparedness & Suitability

    Posted on January 06, 2017 in Services

    Considering outsourcing your Call Center or even upgrading your existing outsourcing relationship?   Statistic: 80% of Customer Service outsourcing projects designed to cut costs, will fail and 50% of UK blue chip companies enter the outsourcing selection process without knowing exactly what they want or how best to source it   The Call Center and […]

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  • CX Snapshot

    Posted on January 05, 2017 in Services

    Customers were not always customers. At one point they were prospects and your products, services and marketing brought them into the fold. Customers are valuable assets. They are the reason we are in business. Do You know how your customers feel about your brand today? How customers feel about a brand is influenced by […]

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  • CX Health Check

    Posted on January 04, 2017 in Services

    More than half of customer interactions occur in the contact center, yet most organizations don’t have any real insight into this critical activity. Customer experience has a significant impact on satisfaction, loyalty and retention. Thus, customer experience delivered through contact centers, has never been as critical to an organization’s success, as it is today. After completing […]

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  • CX Evaluation

    Posted on January 03, 2017 in Services

    CX Evaluation Taylor Reach will optimize your centers’ CX through observing, quantifying and benchmarking the customer journey as it engages with the contact center. We will use 12 key factors to determine the effects of contact center interactions from the customers’ point of view Methodology: The 12 key factors we’ve identified for a successful experience: […]

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  • Snapshotz™ Call Center and Contact Center Audit

    Posted on January 02, 2017 in Services

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    Do you know how your center compares to ‘Best Practices’? The Snapshotz™Audit benchmarks your center against ‘Best Practices’ globally. Compare your center to thousands of other centers across 700+ data points

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  • Call/Contact Center Strategic Assessment

    Posted on January 01, 2017 in Services

    Are you doing the right things, in the right ways? with the right Technology? The Strategic Assessment leverages People, Process, Technology and Methodology to tell you where you are today and designs a roadmap to your ‘Future State’

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  • Please Stop Using Voicemail in You Contact Center

    Please Stop Using Voice Mail In Your Contact Center

    Posted on December 12, 2016 in Call Center ManagementContact CenterCustomer Experience

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    By: Colin Taylor There are a few that really grate on me, fingernails scraping a blackboard, chewing on tin foil and voice mail in a contact center. There is little I can do about the first two on my list other than avoiding blackboards and tin foil, but I can make an impassioned plea to […]

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  • Using an easybake over to cook the thanksgiving turkey

    Using an Easy Bake Oven to cook the Thanksgiving Turkey

    Posted on November 27, 2016 in Customer SatisfactionPeople managementSocial MediaTwitter

    By Garry Schultz Expecting Social Media channels to serve up bona fide truth is like using an Easy Bake Oven to cook the Thanksgiving Turkey. The result may not be what was hoped for. Close neighbors just held an election where Truth took a severe beating & was left, bloodied, in the gutter. Facebook users […]

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