Agent Experience

Posted on August 28, 2017 in Agent Experience • Call Center Management • Call Center Performance • Call Center Tools • Facts and Figures • Research

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 […]

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 […]

Posted on June 06, 2017 in Agent Experience • AHT • Call Center Consulting • Chat • Customer Satisfaction • Employee Experience • FCR • Opportunity • Purchasing Decisions

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 […]

Posted on April 27, 2017 in Agent Experience • Blog • Call centre consulting • Contact Center • Customer Experience • Customer Reach • News • Newsletters

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 […]

Posted on February 16, 2017 in Agent Experience • Blog • Call Center Consulting • Uncategorized

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 […]

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

Tags: #callcenter• #callcentre• #contactcenter• #custexp• Call Center Consulting• Customer Experience

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 […]

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

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custserv• #Cx• Call Center Audit• Call Center Consulting

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 […]

Posted on July 26, 2016 in Agent Experience • Call Center Management • Call Center Performance • Employee Engagement • retention • WFM

Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #pokemon• #shrinkage• customer service• WFM

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 […]

Posted on February 18, 2016 in Agent Experience • Call Center Consulting • Call Center Performance • Call centre consulting • The Taylor Reach Group • TRG

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

Check out this video where Colin Taylor the CEO and Chief Chaos Officer of the Taylor Reach Group, shares the reasons why he feels organizations should choose Taylor Reach

Posted on February 17, 2016 in Agent Experience • Call Center Consulting • Call Center Management • Customer Experience

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Experience• Customer Service Consulting• Operational Management• Taylor Reach Group

Colin Taylor was recently interviewed and featured on Data2CRM website. The website can be found here Thank you to Nataliia and the folks at Data2CRM for the chance to chat. Editor’s note: Nowadays, as the customer experience has an extensive impact on the metrics of a business ranging from consumer loyalty and brand equities to […]