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Posted on January 15, 2015 in Call Center Consulting • Call Center Management • Call Center Performance • Contact Centre Ops

Tags: #businesscontinuity• #callcenter• #cctr• #contactcenter• #disasterrecovery• #failover

If you have a call or contact center you need a failover plan. Outages happen to all organizations from time to time. Most outages are for short or very short durations. Some clients are not even aware that they have experienced an outage. Traditional carriers and equipment manufactures claimed five, nines reliability. That is to […]

Posted on January 14, 2015 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Contact center consulting • Contact Centre Ops • Offshoring-Outsourcing • Site Selection • Strategy • Technology • Telecommunications • The Taylor Reach Group • Training • TRG • Turnover

Tags: #BPO• #callcenter• #cctr• #consulting• #contactcenter• #custexp• #telephony• Colin Taylor• Contact Center Consulting• Contact Center Strategy• CSAT• NPS

Well another year is behind and a new fresh unblemished year stands before us. I hope that you had a good year in 2014 and that 2015 brings you all the joy and happiness you wish for. At the intersection of the years it is common for us to both look back on what we […]

Posted on October 24, 2014 in Call Center Management • Call Center Performance • Call centre consulting • Customer Experience • Customer Experience • Customer Experience Management • Customer Mirrors • Customer Satisfaction

Tags: #custserv #custexp #callcenter #cctr

In fact most of what we speak about when we talk about the customer experience is what we used to call customer service, or customer centicity. It seems that if we call it customer experience somehow it requires millions of dollars of investment, large teams and expansive budgets. Well from my perspective that is not […]

Posted on June 05, 2014 in Call Center Management • Call Center Tools • Chat • Customer Experience • Facts and Figures • Planning • Technology

Tags: #callcenter• #chat• #contactcenter• #custserv

The Cost of Chat Compared to Voice in the Contact Contact or Call Center I have been asked this question more than a few times. Often people are looking at implementing chat or webchat in their call or contact center and they need to justify the ROI. In this post we will briefly provide an […]

Posted on May 14, 2014 in Contact Centre Ops

Tags: #callcenter• #cctr• #telecom

• ConvergeOne, a provider of communications solutions and managed services to global enterprises, announced today that it was being acquired by Clearlake Capital, a private equity firm. • ConvergeOne is currently a portfolio company of Genstar Capital, which first invested in ConvergeOne in 2007. • Financial information for the transaction was not disclosed. martinwolf Transaction […]

Posted on January 23, 2014 in Customer Experience • Customer Satisfaction • Employee Engagement

Tags: #callcenter• #custserv• #engagement• Leadership

By: Colin Taylor Labor is the single largest cost in any call or contact center operating budget. We know that in any group of agents there are those who are engaged and those whose lack of engagement becomes a burden to those around them. But what have you done to increase the engagement of your […]

Posted on October 17, 2013 in Contact Centre Ops • Customer Experience • Social Media • Technology • Twitter

Tags: #callcenter• #cctr

“Customer service starts where customer experience fails.” Chris Zane, Zanes Cycles One of our friends Bill Jelen (Mr. Excel) recently forwarded an account of his efforts to get cable service for his father. Obvious Time Warner attempted to improve customer service and experience which has gone, well, wrong. Here in Bills own words: Our local cable […]

Posted on October 07, 2013 in Call Center Management • Call Center Performance • Contact Centre Ops • Customer Experience • Customer Experience Management • Customer Satisfaction • Employee Engagement • Opinion • The Taylor Reach Group

Tags: #callcenter• #cctr• #custserv• #custservweek• #Cx• CEM

By Colin Taylor Its Customer Service Week. This is the time of year to recognize and appreciate the contributions of all of the people that deliver customer service. This week in call centers across the globe there will be pizza days, cakes, give aways of small dollar value goodies, staff dressed casually and visits by […]

Posted on October 03, 2013 in Call Center Management • Call Center Performance • Education • People management • retention

Tags: #bestpractice• #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custserv• #HR

By Colin Taylor People are the key to any successful business and this is especially so in call centers. The sales and customer service staff in the call center are the face of the organization. Each time a customer speaks with the call center the person they speak with is the company. The customers’ opinion […]

Posted on March 19, 2013 in Call Center Management • Call Center Performance • Contact center consulting • Customer Experience • Customer Mirrors • Customer Satisfaction • Employee Engagement • Strategy • The Taylor Reach Group

Tags: #callcenter• #cctr• #custserv• #Cx• Contact Center Consulting• Contact Center Strategy• CSAT• Customer Experience• Taylor Reach Group

By: Bruce Lebowitz A well-known consumer financial services company launched a product for small businesses. This launch was accompanied by major advertising and comprehensive marketing campaign targeting small business owners and managers. The theme was that this product was designed exclusively for small businesses and would service their specific needs. As a top service provider […]