Blog

Posted on May 30, 2017 in AI • Artificial Intelligence • Contact Center • Purchasing Decisions

By: Colin Taylor   It seems there is no shortage of experts and pundits weighing in on what they see as the trends that will impact the Call Center/ Contact Center industry. Though many of the prognosticators may have the timing off, many of these trends will eventually impact on the center, but maybe not […]

Posted on May 19, 2017 in Call Center Performance • Call Center Technology • Call Center Tools • Contact Center • Contact Center Technology • Contact Centre Ops • Purchasing Decisions • Technology

By: Bruce Lebowitz   Many companies are reluctant to introduce click-to-call technologies (also known as click-to-agent, click-to-dial, click-to-contact, tap-to-talk etc.) for fear of driving increased costs and complexities to their Contact Center.  Their fears included:     Driving incremental contacts into their center Requiring new systems (and integrations) Staffing issues Training issues   Companies should […]

Posted on May 14, 2017 in AI • Artificial Intelligence • Technology

Will AI Mean Less People and More Profit in the Contact Center?   By: Peter Elliot       Mention Artificial Intelligence (AI) to most people and it conjures up visions of talking robots and Alexa – like appliances answering simple questions. Checking into a hotel can now be performed by a robot, and  renting […]

Posted on May 12, 2017 in Services

Sourcing Taylor Reach Group can support your sourcing needs, regardless of whether you are upgrading your captive center technology or infrastructure, if you have outsourced your center or if you are considering outsourcing as a business strategy.       Outsourcing:   Outsourcing – Preparedness and Suitability: With more than half of all outsourcing initiatives […]

Posted on April 27, 2017 in Agent Experience • Blog • Call centre consulting • Contact Center • Customer Experience • Customer Reach • News • Newsletters

Newsletter Contact centers, customer service and customer experience: news, views and how to’s Inside this issue: Marketers Ruin Everything – Who is Leading Your CX Strategies 6 Areas of Customer Success Planning 11 Ways to Secure More Budget in Your Contact Centre Contact Center Service Consultancy Expands to India Get Ready For Big Data and […]

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. […]

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 […]

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

Hurry, take advantage of our best offer ever – a savings of $1500 Customer Experience (CX) Health Check for Call and Contact Centers – open to companies in US, UK and Canada. Don’t miss this limited time offer to access and optimize the CX delivered in your contact centers’. The Taylor Reach Group, Inc., offers […]

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, […]

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 […]