Best Practices
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Contact Center Training Isn’t Buddy-Buddy
Posted on February 11, 2022 in Agent Experience • Best Practices • Contact Centre Ops • Employee Engagement • Employee Experience • People management • Training • WFM
Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Colin Taylor• Contact Center Management• Leadership• Training• WFM
By Colin Taylor A lack of agent training is a sure-fire way of ensuring customers are disappointed. Learning a new skill or capability provide both enjoyment and a break from the mundane, and brings with it the opportunity to increase earnings. But to be effective, organizations need to ensure that they take a measured and […]
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Make 2022 the Best Year Ever for Your Contact Center!
Posted on January 07, 2022 in Agent Experience • Best Practices • Blog • Business continuity • Call Center Consulting • Call Center DIY • Call center Humor • Call Center Management • Call centre consulting • Contact center consulting • Contact Center Industry Statistics • Contact Centre Ops • Customer Experience • Forecasting- WFM • Incentives • Leadership • Opinion • People management • Success • Supervisor • Training • WFH • WFM
Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #Cx• Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Experience• Leadership• Operational Management
By Peg Ayers As the New Year begins, many of us turn to thoughts of self-improvement, swearing off sweets, resolving to run three miles a day or promising not to spend hours in front of the television every weekend. But how many of us look at our contact centers and think about making this New […]
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Multiple Workstyles May Signal the Need for New Compensation Plans at Many US Contact Centers
Posted on September 03, 2021 in Agent Experience • Best Practices • Call Center Consulting • Call Center Management • Contact center consulting • Contact Centre Ops • Hiring a call center consultant • People management • Turnover • Virtual Call Center • Vrirtual Contact Center • WFH • WFM
Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• Attrition• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Operational Management• WFM
by JD Fairweather After several months of remote working – a workstyle many contact center leaders would have deemed impossible to implement a year and a half ago – employers are finding it difficult to lure staff back into the office. The Delta variant notwithstanding, it seems that employees are far too settled into the […]
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Leading Spirits Organization taps Taylor Reach Group to Design DTC Vision for Customer Experience
Posted on March 06, 2021 in Best Practices • Customer Experience Management • Customer Experience Metrics • Customer service • Customer service audit
One of the world’s largest and fastest-growing premium spirits companies has enlisted the aid of The Taylor Reach Group, Inc. (TRG) to assess their current capabilities and support the design of a new Direct to Consumer (DTC) organizational vision. The DTC channel will support consumers across the globe. Consumer support and experience will be delivered […]
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Major Retail Athletic Apparel Brand Selects Taylor Reach For A Contact Center Technology Assessment
Posted on February 27, 2021 in Best Practices • Call Center Assessment • Call Center Audit
The Taylor Reach Group, Inc. (TRG) has been retained by one a global retailer that designs, distributes and sells its branded product through worldwide retail locations and digital channels. TRG, an award-winning call and contact center customer experience and managed services consulting firm, will be providing a comprehensive assessment of the company’s current contact center […]
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Taylor Reach Group to Perform Contact Center Strategic Assessment for Organ Procurement Agency
Posted on February 20, 2021 in Best Practices • Call Center Assessment
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 regional donated organ procurement agency in the US. Taylor Reach is performing a strategic assessment that will include detailed analysis of the inner workings of the […]
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Municipality Contracts Taylor Reach To Optimize Contact Center Operations
Posted on February 13, 2021 in Best Practices
The Taylor Reach Group, Inc. (TRG) has been contracted by a large regional municipality to aid in assessing and optimizing its contact center operations. “Local governments operate complex, multi-tiered contact center operations supporting resident inquiries to many departments,” says Colin Taylor, CEO and Chief Chaos Officer at TRG. “As a result, customers—in this case, taxpayers […]
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Church Denomination to call in Taylor Reach for Contact Center Strategic Assessment
Posted on February 06, 2021 in Best Practices • Snapshotz • Strategy
A church denomination with worship and education centers around the world has called on The Taylor Reach Group to assess its contact center operations. Award-winning global contact center consultants and Customer Experience experts, The Taylor Reach Group, Inc. (TRG) have been enlisted to help the faith community assess its customer experience operations. Calls are primarily […]
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Improving First Contact Resolution – An Analytical Model
Posted on August 26, 2020 in Abandon rate • Best Practices • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Contact center consulting • Customer Experience • FCR
Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Contact Center Consulting• FCR
By Turaj Seyrafiaan In today’s contact centers the concept of First Contact Resolution or FCR for short, is well known. And many understand the value of high FCR scores both in terms of customer satisfaction and loyalty as well as reduced operational costs. Most contact center want to improve on this element, but how? Where […]
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The Importance of Human Connection in a Remote Workplace
Posted on August 20, 2020 in Agent Experience • Best Practices • Business continuity • Call Center Consulting • Call Center Management • Contact center consulting • Contact Centre Ops • Customer Experience Management • Emergency • Employee Engagement • Employee Experience • Leadership • Outsourcing • People management • Training • Virtual Call Center • Vrirtual Contact Center • WFH • WFM
Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• Attrition• call center• Call Center Consulting• Contact Center Consulting• Contact Center Management• Operational Management• Outsourcing• remote work• remote worker• WFH• WFM• work from home
by Patricia Ballantyne When we packed up our offices to work from home in March, many thought it would only last a few months until it was safe to return to an office space. Today, it seems pretty clear that many companies have adopted this new working model for the foreseeable future. Some will allow […]
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