Blog

Posted on November 11, 2019 in Best Practices • Call Center Assessment • Call Center Audit • Call Center Consulting • Contact center consulting • Customer Experience • Customer service audit • News • Strategy • The Taylor Reach Group

Tags: #callcenter• #contactcenter• #custserv• #Cx• Call Center Assessment• Call Center Consulting• Strategy• Taylor Reach Group

  Customer Experience and Contact Center Consultancy, The Taylor Reach Group, has recently completed its in-depth analysis of two contact centers for a national patient support firm. The client firm delivers patient support programs for many leading pharmaceutical companies and provides access to medical technologies and treatments at its clinics across Canada. Taylor Reach’s consultants, […]

Posted on November 01, 2019 in agent attrition • Agent Experience • Call Center Consulting • Call Center Management • Call centre consulting • Contact center consulting • Customer Experience Management • Incentives • Leadership • People management • retention • WFM

  Taylor Reach Group, Inc., an internationally acknowledged and leading CX and Contact Center consulting firm, announced today that they have been engaged to assess the BPO operational practices and policies with a view to improving agent retention. The US-based client provides customer care and account receivables management services to some of the most respected […]

Posted on October 30, 2019 in Call Center Consulting • Contact center consulting • Contact Center Industry Statistics

Industry-leading Customer Experience (CX) and Contact Center consulting firm, The Taylor Reach Group, Inc. (TRG), is continuing its forward momentum and growth with the addition of strategic partner and consultant, Steve Edmondson. Colin Taylor, CEO and Chief Chaos Officer of The Taylor Reach Group, Inc., this week announced the addition of Steve Edmondson to the […]

Posted on October 28, 2019 in Call Center Consulting • Contact Center • Contact center consulting • Customer Experience • Financial Services

Tags: #callcenter• #cctr• #contactcenter• #contactcentre• #custserv• Call Center Consulting• Customer Experience• Taylor Reach Group

  Today, CX and Contact Center consultancy, The Taylor Reach Group, Inc. (TRG), announced they are administering a Strategic Assessment for a leading stock transfer organization. The consultancy will conduct an essential health check of the firm’s customer experiences and Contact Center operations. “We use a hands-on, holistic approach to assess the interaction experience and […]

Posted on July 17, 2019 in Uncategorized

By JD Fairweather “Hello! Please, don’t hang up. This is an important message from …” Click. Click. Actually, that clicking sound referenced in the opening sentence is an exaggeration as phones no longer “click” when you hang them up. But there is no exaggeration when I declare robocalls are a nuisance that may very well […]

Posted on June 26, 2019 in AI • Artificial Intelligence • Call Center Consulting • Call Center DIY • Call Center Technology • Call Center Tools • Contact Center • Contact center consulting • Contact Center Technology • Self Service

Tags: #artificialintelligence• #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #selfservice• AI• artificial intelligence• Colin Taylor• Self Service• webinars

  By Colin Taylor Recently, Taylor Reach CEO and Chief Chaos Officer gave a live webinar for Call Centre Helper on Contact Center AI and Self-Service. Check out the recorded webinar HERE.     Follow Taylor Reach and Colin Taylor on Twitter at @Taylor_Reach and @colinsataylor. To find out more about how Taylor Reach can […]

Posted on May 22, 2019 in Best Practices • Contact Center • Contact center consulting • Customer Experience • Quality

Tags: #callcenter• #contactcenter• #custexp• #Cx• Alignment• Call Center Assessment• Contact Center Consulting• Customer Experience• design• Rosetta Lue• Taylor Reach Group

By Rosetta Lue The government will better serve all stakeholders by establishing a focus to oversee the design and implementation of a human-centered design strategy that: identifies and responds to key touch points in a stakeholder’s journey streamlines, integrates, and scales websites and call centers consistently over time takes a holistic, iterative approach to prioritizing […]

Posted on May 14, 2019 in Blog • Customer Experience • Customer Experience Management • Customer Reach • Customer Satisfaction • Customer service • Customer Support

Tags: #callcenter• #cctr• #contactcenter• #custexp• Alignment• Call Center Consulting• Contact Center Strategy• Customer Experience• customer service• Customer Service Consulting• games• gaming• Strategy• Taylor Reach Group

by JD Fairweather There was a time where video games were purchased, played and completed with no reason to interact with their creators. The enjoyment to be had was contained within a small window of experience and replay-ability reserved for the most dedicated of fans. Post-purchase interaction with the game developers or publisher was limited to […]

Posted on May 07, 2019 in Agent Experience • Best Practices • Call Center Assessment • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Performance • Call centre consulting • Contact Center • Contact center consulting • Contact Centre Ops • Employee Engagement • People management • retention • Turnover

Tags: #callcenter• #callcentre• #contactcenter• #contactcentre• #custexp• #Cx• AHT• Attrition• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Management• Contact Center Strategy• hours of operation• human resources• Leadership• Operational Management• work hours

By Colin Taylor I asked a client recently how they had determined their contact center hours of operation. After a long pause they replied “I don’t know.” Many organizations don’t think too much about their hours of operations, or HOOPs; they are just a fact of life. The contact center is staffed during this window […]

Posted on April 16, 2019 in Call Center Management • Call Center Performance • Employee Engagement • Hiring a call center consultant • People management • Positions • retention

Tags: #callcenter• #callcentre• #cctr• #cctrmyths• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• #HR• Colin Taylor• Contact Center Management• Customer Experience• Leadership• millennials• Myths• Operational Management• Social Media• staffing• Taylor Reach Group• Training

By Colin Taylor I read an interesting article by Jennifer J Deal at strategy+business looking at five myths we hold about Millennials. For the past number of years we have all heard horror stories about organizations that gave away iPads, spot bonuses, socially conscious and social responsible activities, but still had staff leave for greener pastures. […]