Blog

Posted on March 08, 2019 in Call Center Performance • Employee Engagement • Employee Experience • Leadership • People management • Success

By Colin Taylor What is a high performance contact center? High performance is generally accepted to mean performing at the top of any possible performance range. So a High performance contact center is one that meets or exceeds the performance parameters or metrics expected of it. In contact center these parameters will include quantitative: grade […]

Posted on March 05, 2019 in Agent Experience • Best Practices • Call Center Management • Call Center Performance • Education • Employee Engagement • Employee Experience • Leadership • People management • Quality Assurance • Quality assurance • Success • Training

By Peg Ayers Congratulations!  You’ve made it through year end performance evaluations, survived the challenges of January, and 2019 is starting off well for you!  You may be pleased that you don’t have to think about employee reviews again for many months.  But spending some time now could simplify the end of the year a […]

Posted on March 01, 2019 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Customer Experience • Customer Experience Management • Customer Satisfaction • FCR • Root Cause Analysis • Strategy

Tags: #callcenter• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• #retention• Contact Center Management• Taylor Reach Group

  By Colin Taylor Research tells us that 85% of customer churn is due to poor service that was in fact preventable. 11% of customer churn could have be prevented by simple company outreach and 67% of customer churn is preventable if the customer issue had been resolved at the first engagement. This tells us something […]

Posted on February 26, 2019 in Best Practices • Call Center Consulting • Call Center Tools • Contact center consulting • Contact Centre Ops • Request For Proposal • RFP

  The process of implementing any new technology in your Contact Center can often be daunting. What is the best process for establishing which technologies are best aligned with your organizational goals and needs? I am going to walk you through the technology acquisition process with proven strategies that will enable your organization to easily […]

Posted on February 22, 2019 in CES • Customer Experience • Customer Satisfaction • Customer service

  Written by Garry Schultz   Hafeez’s cartoon is fashioned on a Like all Goldberg machines, if you take the time to follow the flow, it does work. The question is, “But, is it worth the effort?”  The Goldberg machine suggested a complaint often heard in Contact Centers – “thanks for the fix but it’s too […]

Posted on February 19, 2019 in Call Center Management • Case Study • Contact Centre Ops • Customer Experience • Customer Satisfaction • Uncategorized

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Call Center Assessment• Call Center Consulting• CSAT• Taylor Reach Group

Are You Listening to the Canaries in Your Customer Experience Coal Mine? By: Colin Taylor The call center or customer service department has long been call the ‘canary in the coalmine’ for its ability to provide early identification and diagnosis of problems and issues impacting the satisfaction of customers. Despite numerous warnings most organizations don’t change, […]

Posted on February 15, 2019 in Call Center Consulting • Call centre consulting • Contact Center • Contact center consulting • Financial Services • Site Selection

  Leading contact center and customer experience consultancy, The Taylor Reach Group, Inc., has announced that it has been contracted to perform site selection services for a new contact center for a world-leading financial management firm. The client, serving millions of customers internationally with services ranging from personal and business insurance to asset management is […]

Posted on February 12, 2019 in agent attrition • Contact Center • Employee Engagement • Employee Experience • Occupancy • retention • Turnover

By John Cockerill In Colin Taylor’s recent article, “Resolving The Riddle Of Retention,” he speaks about the cost of attrition and the many factors that affect it. This article outlines how to do both a simple estimate of that cost and more complex calculations to undertake for a center. First, let’s outline a simple estimate […]

Posted on February 08, 2019 in Contact center consulting • Services • Strategy

  The Taylor Reach Group, Inc., a globally-recognized call and contact center consulting and managed services firm focused on optimizing customer engagement, has announced that it is working with a worldwide leader in personal vision care. Taylor Reach is performing a strategic assessment that will include detailed analysis of the inner workings of the contact […]

Posted on February 05, 2019 in Uncategorized

Lean Management is a customer-centric methodology used to improve the current business process by using the DMAIC (Define, Measure, Analyze, Improve, and Control) technique. Following the DMAIC blueprint will provide organizations insight into what the actual root cause problem is by measuring and analyzing various data sets, and developing process flow maps to understand the […]