Blog

Posted on October 08, 2021 in Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction • Customer service • Customer Support

Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #custexp• #custserv• #Cx• Customer Experience• customer service• Customer Service Consulting• Taylor Reach Group

By John Cockerill Too often as professionals in Customer Service we report and write about lousy service, long wait times, poor follow through, weaseling phases in terms and conditions, too many steps to get satisfaction plus many, many more. Today I share two bright spots of a personal experience. First, Google and their Pixel phone. […]

Posted on September 03, 2021 in Agent Experience • Best Practices • Call Center Consulting • Call Center Management • Contact center consulting • Contact Centre Ops • Hiring a call center consultant • People management • Turnover • Virtual Call Center • Vrirtual Contact Center • WFH • WFM

Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• Attrition• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Operational Management• WFM

by JD Fairweather After several months of remote working – a workstyle many contact center leaders would have deemed impossible to implement a year and a half ago – employers are finding it difficult to lure staff back into the office. The Delta variant notwithstanding, it seems that employees are far too settled into the […]

Posted on August 16, 2021 in Uncategorized

A major professional sports league with teams and venues in virtually every city in North America has selected The Taylor Reach Group to assess its contact center operations. Award-winning global contact center consultants and customer experience experts, The Taylor Reach Group, Inc. (TRG) have been enlisted to help the organization assess its customer experience operations. […]

Posted on August 13, 2021 in Call Center Consulting • Call Center Management • Call Center Performance • Call Center Technology • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Experience Management • Virtual Call Center • Vrirtual Contact Center • WFH • WFM

By Colin Taylor Last spring when the Covid19 pandemic began, companies were forced to make many changes to how they operated. With the offices closed, they sent their agents to work from home. This was a learning experience for the center leadership, the company, and the agents. According to the research we completed in May […]

Posted on August 06, 2021 in Press Release

A national medical testing laboratory services organization has contracted The Taylor Reach Group, Inc. (TRG) to guide the transformation of its contact center operations. The comprehensive project will involve not only assessing and benchmarking the organization’s multiple contact centers, but will develop the transformation strategy and associated roadmap to support the future mode of operation. […]

Posted on June 23, 2021 in Customer Experience • Customer service • Customer Support

A major sporting goods retailer is scheduled to launch an outdoors-focused retail brand in 2021, and has retained The Taylor Reach Group, Inc. (TRG) to support the setup, and implementation, for its ecommerce contact center operations. TRG’s consultants and partners have extensive experience in supporting customer experience (CX) operations in the retail and ecommerce spaces, […]

Posted on June 21, 2021 in Contact Center • Contact center consulting • Contact Centre Ops • Press Release

The Taylor Reach Group, Inc. (TRG) has been enlisted to ensure compliance for a statewide youth crisis line. The 24-hour crisis line caters to children that are a risk to themselves or others, having a mental health crisis. “Of course, being a crisis line means the operation needs to be functioning optimally,” says Colin Taylor, […]

Posted on May 19, 2021 in FCR

By Turaj Seyrafiaan There is a classic quote by John D. Rockefeller that says, “Don’t be afraid to give up the good to go for the great!”. But is that good advice? As a consultant I have learned to say it depends!! It very much depends on the situation and what we are trying to […]

Posted on May 11, 2021 in Agent Experience • Call Center DIY • Customer service • Planning

Tags: #callcenterDIY• #contactcenter• #custexp• #custserv• #Cx• mission• Strategy• vision

by Patricia Ballantyne Most organizations have mission and vision statements. Typically, the Mission Statement refers to the company’s purpose, or the reason why it is exists, while a Vision Statement refers to what the organization aspires to be. Even with inspiring mission and vision statements, a gap can exist between the statements and the culture […]

Posted on April 23, 2021 in Call Center Management • Customer Experience Management • People management • The Taylor Reach Group • Uncategorized

By Peg Ayers When your contact center manager leaves, or you create a new management position, you should always look for a long-term replacement, right?  Not necessarily.  While a long-term replacement is often the right move, sometimes it’s better to transition with an interim manager. An interim manager is an experienced contact center manager who […]