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  • Quality Measurement / Monitoring Service (3PQM)

    Posted on January 15, 2017 in Services

    Major issues for many centers is time, or lack of time required to complete the ‘call monitoring’ consistently, objectively and regularly. While all supervisors acknowledge that monitoring is important they are usually so pressed for time that listening is a “if I can” activity. How often has your team failed to meet the minimum number of monitors in a month?

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  • Quality Management & Customer Experience Design

    Posted on January 14, 2017 in Services

    Quality Managemet and Customer Experience Design How do you know the level of quality being delivered by your Contact Center(s)? For many organizations, the answer to this question lies with internal review; individual agent calls and scoring these calls against a pre-define checklist or scorecard. The checklist or scorecard generally includes contact elements that the […]

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  • Process Improvement & Management

    Posted on January 13, 2017 in Services

    There is always a better mousetrap, we just often need time to see and build it. Taylor Reach employs root cause analysis and lean approaches to ensure that the processes within and extending out from your call or contact center are optimized and function effectively, efficiently and logically. We can help you to redesign your processes to improve service quality..

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  • Forecasting, WFM & WFO

    Posted on January 12, 2017 in Services

    Here is no activity more critical for any call center than understanding the demand requirements for the center and the resource allocation to meet this demand. Taylor Reach has assisted small call centers and global contact centers to improve the accuracy, performance and adherence of their forecasts and schedules. We have the experience, knowledge

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  • eLearning

    Posted on January 11, 2017 in Services

    Your agents and employees are the single biggest asset you possess in delivering the desired Customer Experience, yet too often today this is a low paying, high turnover position. Too many call and contact centers have a ‘revolving door’ of agents. This high turnover is a constant drag on operational performance and customer satisfaction.

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  • Curriculum Development

    Posted on January 10, 2017 in Services

    Training Development Training is an essential activity in each call center or contact center. Traditional training involves a trainer at the front of the room reading PowerPoint slides to the trainees. This approach we call ‘Sage on the Stage’ has been proven to be an ineffective way to train adults. The quality of service and […]

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  • Contact Center as a Strategic Asset

    Contact center as a ‘Strategic Asset’? – There is more to contact center processes than you think!

    Posted on January 10, 2017 in Call Center AssessmentCall Center ConsultingCall Center PerformanceThe Taylor Reach Group

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    By Turaj Seyrafiaan Contact centers have been in operations for many years.  One of the key aspects (pillars) of contact center operation is ‘Process’.  Processes are the backbone of any contact center – every contact center has them. Some of these are directly related to how we handle customer contacts. Some are focused on back-office […]

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  • Interim Management

    Posted on January 09, 2017 in Services

    Running a call or contact center can be a challenge at the best of times. But this task can become significantly more difficult when there is a vacancy at the top of the call or contact center operation. Regardless of the cause of the vacancy: leave of absence, restructuring, center consolidation, or other organizational changes. The operational effectiveness and efficiency..

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  • Technology Acquisition

    Posted on January 08, 2017 in Services

    After the cost of labor, technology is the largest cost component of a call center budget. Call centers can be very technologically dependent: ACD/platforms and switches, call recording, WFM, IVR, predictive dialing, chat, email management, knowledge management to name but a few.

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  • Sourcing – In- Out – Home or Near

    Posted on January 07, 2017 in Services

    Whether you are looking at outsourcing, offshoring, insourcing, nearshoring or homesourcing, The Taylor Reach group can help you. Not only have we completed numerous consulting projects in all of these areas, but we have built and operated outsource organizations on two continents. With our unique and hands on experience as both consultants and outsourcers ..

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