Call Center Assessment

Posted on May 23, 2011 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Tools • Call centre consulting • Customer Experience • Customer Satisfaction • Opportunity • Strategy • Success

Tags: Call Center Assessment• Call Center Audit• Call Center Consulting

Call center audits or assessments generally cost $30,000 to $50,000 or more. Today the Taylor Reach Group has partnered with Customer Audit Services to deliver the first and only SaaS based audit services called Snapshotz. More than 500 companies across all verticals have deployed Snapshotz and now you can to. Measure your call center across […]

Posted on March 18, 2011 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Contact center consulting • Customer Experience • Customer Satisfaction • Strategy • The Taylor Reach Group

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

Colin Taylor In a recent post we discussed the value of completing an annual ‘health check’ of you call center or contact center.

Posted on March 16, 2011 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Tools • Call centre consulting

Tags: Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Strategy• Customer Service Consulting

Join us on March 22nd at Scotiabank, 61 Front St. W., 2nd Floor, Toronto, Colin Taylor CEO of the Taylor Reach Group a Call Center Consulting firm, will present “Call Centre Assessment-The Right Tools to Becoming a Leader in Customer Service” with Don Scott, at the ICSA Toronto Chapter breakfast meeting from 8am to 11am. […]

Posted on March 08, 2011 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Tools • Call centre consulting • Contact center consulting • Contact Centre Ops • Strategy • The Taylor Reach Group

Tags: #callcenter• #cctr• #contactcenter• #custserv• #custsexp• #Cx• Audit• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Strategy

Colin Taylor Clients frequently ask me what is the single most important activity they should undertake to ensure that their center is operating and performing at an optimal level. Like all of us they are looking for the magical, simple solution to their issues and challenges; just one thing; the magic pill, silver bullet, panacea […]

Posted on February 03, 2011 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Tools • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • News • Strategy • The Taylor Reach Group

Tags: Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Customer Services Audit• Operational Management• Snapshotz• Strategy• Taylor Reach Group

Leading call center consulting and customer service consulting firm The Taylor Reach Group, Inc. partners with the only provider of SaaS call center and contact center self assessment tools

Posted on December 23, 2010 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Customer Experience • Customer Reach • Quality • Strategy • The Taylor Reach Group

Tags: Call Center Assessment• Call Center Audit• Call Center Consulting• Call Center Management• Call Center Performance• Call Center Quality• Call Center Tools• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• Outsourced Quality Listening• Outsourced Quality Monitoring

In the past issues, several efficiency indicators (such as AHT, ASA, Call volume and cost per calls) were discussed. At the time it was noted that most of the current contact centre operational indicators are focused around efficiency measurement as traditionally cost reduction has been the number one objective! In the last 15 years, however, […]