Blog

Site Selection for Your Contact Center

Posted on May 10, 2018 in Call Center Consulting • Planning • Purchasing • Purchasing Decisions • Site Selection

By: Colin Taylor, CEO & Chief Chaos Officer Finding the near perfect place to put your new Call Center or Contact Center can be a daunting task. It becomes far less onerous with a well thought out plan that embraces all the factors affecting your decision. In this post, I am going to explain what […]

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Contact Center Industry Stats – How the Contact Center is Viewed Within Enterprises

Posted on May 08, 2018 in Call Center Statistics • Contact Center Industry Statistics • Facts and Figures

  Over the next few weeks, we will be posting a series related to Contact Center industry statistics. Below, you will find Call Center Statistics related to the organization and Customer Journey Mapping. In the next of this series, we will be discussing Contact Statistics related to the various channels within the Call Center. How […]

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CX and Contact Center Consultancy to Conduct a Strategic Assessment of Major Medical Imaging Client

Posted on May 03, 2018 in Call Center Consulting • Call centre consulting • Contact center consulting • Press Release

The Taylor Reach Group, Inc., will be conducting an in-depth diagnostic of Contact Center operations for their client who operates in the medical imaging industry. TORONTO (PRWEB) MAY 03, 2018 The Taylor Reach Group., Inc. (Taylor Reach), announced today, that they will be conducting an in-depth diagnostic of the Contact Center operations for their client […]

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Calculating Agent Attrition in the Contact Center

Posted on May 02, 2018 in agent attrition • Metrics • Turnover • WFM

By: Peg Ayers & Turaj Seyrafiaan Definition: The percentage of staff who leave the Contact Center, voluntarily or involuntarily, over a period of time. Calculation: (Total number lost/Average total staff) X 100 Example: The total staff at the beginning of the month is 90 and at the end is 110, so the average staff for […]

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Contact Center Consultancy Assists Financial Services Leader in Outsource Selection

Posted on May 01, 2018 in Call Center Consulting • Call centre consulting • Outsourcing • Outsourcing • Press Release • Sourcing • The Taylor Reach Group

Call Center and CX consultancy, The Taylor Reach Group, will be assisting their client with Outsource vendor selection   TORONTO (PRWEB) May 1,2018 Customer Experience and Contact Center consultancy, The Taylor Reach Group Inc., (TRG) today announced that they will be assisting their client with Outsource Vendor Selection initiative. The client, a financial services leader, will […]

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Call Center, Contact Center and Customer Experience Events – May 2018

Posted on April 25, 2018 in Customer Experience Management • Events • Uncategorized

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events. With that, here are […]

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Root Cause Analysis in the Contact Center

Posted on April 09, 2018 in Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Case Study • Customer Experience • Customer Reach • Root Cause Analysis • Strategy

Tags: Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Root Cause Analysis• Strategy

By: Colin Taylor It always amazes me how Contact Center managers, their direct supports, and their superiors often fail to use one of the best tools at their disposal, Root Cause Analysis. Of course, if you are always fighting fires it is difficult to find the time and/or resources to research what is causing the […]

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Expert Opinion: How to Ensure a Higher Customer Satisfaction Level

Posted on April 04, 2018 in Customer Satisfaction • Expert round-up

  Original post via ProProfs, expert opinion summary by Colin Taylor   With Customer Experience being a crucial factor in business operations, comes the importance of ensuring high customer satisfaction (CSAT) levels. A high CSAT is a indicator of customer loyalty and repurchase intentions. This differentiator will reduce customer churn. Retaining brand advocates results in […]

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CX and Contact Center Consultancy to Audit Market Research Firm’s Call Center Network

Posted on April 04, 2018 in Call Center Assessment • Call Center Audit • Call Center Consulting • Press Release

The Taylor Reach Group, Inc., retained to complete a Contact Center Audit  for one of the world’s leading digital data collection companies. TORONTO (PRWEB) April 4, 2018 Today, CX and Contact Center consultancy, The Taylor Reach Group, Inc. (TRG), announced they are administering a Contact Center Audit for one of the world’s leading digital data […]

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Home Improvement Services Company Selects Taylor Reach to Design Virtual Contact Center

Posted on March 29, 2018 in Call Center Consulting • Call Center Management • Call centre consulting • Contact Center Technology • New Call Center • People management • Planning • Press Release • Virtual Call Center • Vrirtual Contact Center

  CX and Contact Center consulting firm, The Taylor Reach Group Inc.,  selected to design and develop a Virtual Contact Center for a Home Improvement Services organization   TORONTO (PRWEB)March 28, 2018 Customer Experience (CX) and Contact Center consulting firm, The Taylor Reach Group, Inc., announced today that they have been selected to design and […]

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