Graffiti Feedback: Engaging your Employees by Listening
By: Peg Ayers Peg’s Page You know how time moves faster when holidays are coming up, and you have a huge to-do list? It was that time for me about 15 years ago when I realized I hadn’t figured out the holiday parade theme for my Contact Center. In our small city in the hills […]Read more
Four Things to Know for World Mental Health Day
Posted on September 22, 2017 in Agent Experience
Four Things to Know for World Mental Health Day October 10th is World Mental Health Day – a time to focus your attention on the growing problem of mental illness and its major effects on people’s lives. It’s estimated that one in every four adults will experience mental health difficulties at one time […]Read more
How is Your Knowledge Centered? 8 Tips for Effective Knowledge Management
By: Peter Elliot Many modern organizations are knowledge centered. Where would your business be without knowledge of your products and processes spread across all the departments who need it? Effective knowledge management across an enterprise can lead to improved efficiency and satisfied customers. Many organizations seek to manage their knowledge by consolidating it where possible […]Read more
Contact Center Metrics, Why Do They Matter?
Posted on August 23, 2017 in Agent Experience • AHT • ASA • Call Center DIY • Call Center Management • Call Center Performance • Call Center Tools • CES • CSAT • Customer Experience Metrics • Customer Satisfaction • Facts and Figures • FCR • Forecasting • Forecasting- WFM • Metrics • Net Promoter • NPS • Service Level • WFM
By: Colin Taylor Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. Contact Centers can generate an immense amount of data and reporting on just about anything that we could […]Read more
Chat in the Contact Center – an Expert Panel Weighs in – Part 1/3
Chat in the Contact Center – an Expert Panel Weighs in – Part 1/3 You may or may not have reviewed Comm100’s 2016 Livechat Benchmark Report. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. This discussion examines chat in the Contact Center, highlights […]Read more
Customer Reach – May Newsletter
Newsletter Contact centers, customer service and customer experience: news, views and how to’s Inside this issue: Marketers Ruin Everything – Who is Leading Your CX Strategies 6 Areas of Customer Success Planning 11 Ways to Secure More Budget in Your Contact Centre Contact Center Service Consultancy Expands to India Get Ready For Big Data and […]Read more
Contact Center Service Consultancy Expands to India
Toronto, ON (PRWeb) February 20, 2017 – Mr. Colin Taylor, CEO and Chief Chaos Officer of The Taylor Reach Group, Inc., today announced that the company was expanding to India, with the addition of Anand Morab to the Contact Center, Call Center and Customer Experience solutions firm. The company’s newest addition to the team will allow Taylor Reach to extend their […]Read more
Great Call Center OR Great Call?
Posted on January 24, 2017 in Agent Experience • Call Center Consulting • Call Center Management • Call Center Performance • Contact Center • Customer Experience • Employee Experience • Hiring a call center consultant • People management
By: Bruce Lebowitz Executives often judge a contact center by traditional metrics. These might include low abandonment rates, an extremely quick speed to answer and meeting handling time goals. When proud of a contact center, executives often point to its technology too. The fact that the contact center never goes down, has instant screen pops […]Read more
Auditing, Made Easy.
Posted on August 24, 2016 in Agent Experience • Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Customer Experience Management • Customer Experience Metrics • Facts and Figures • Metrics • Opportunity • People management • Service Level • Strategy • Technology • The Taylor Reach Group
Snapshotz™ Call Center and Contact Center Customer Service Auditing Operational Efficiency, Excellence and Best Practice improvements can only be achieved once the opportunities have been identified. The reality is however, that due to the ever changing world of technology, communications and the customers themselves, the metrics that reveal the opportunities are constantly changing and adapting to new […]Read more
Pokemon Go And Your Contact Center
By Colin Taylor It has just been a few weeks since Pokemon Go has unleashed mobs of zombies walking in search of new Pokemon to capture, and other players to battle. The game quickly eclipsed Twitters total number of users and at more than 21 million players it shows no signs that the growth is […]Read more