ACM

Taylor Reach client Terasen Gas announces new Call Center

Posted on September 26, 2010 in ACM • AHT • ASA • Call Center Consulting • Call centre consulting • Case Study • Contact Centre Ops • Customer Experience • Diversification • FCR • Forecasting- WFM • Insourcing • Occupancy • People management • Site Selection • Strategy • Technology • Telecommunications • The Taylor Reach Group • TRG

Tags: Alignment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Research• Strategy• Taylor Reach Group

Terasen Gas has announced their new call center in Burnaby BC. Taylor Reach executed a site selection project Terasen Gas and other projects including technology acquistion, and multi-channel strategy. Read the In-Sourcing Case Sudy here

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Staff Retention Part 3 Improving Retention Today

Posted on May 12, 2010 in ACM • Call Center Consulting • Contact Centre Ops • People management • Strategy

Tags: Attrition• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• Strategy• Taylor Reach Group

By Colin Taylor In our last retention post we dealt with the issue of turnover by asking the question “Are your Supervisors driving your turnover?” It has been said the people join companies, but quit Supervisors, and as we saw this can certainly be the case. In this article we look at what you can […]

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