Call Center Audit

Posted on April 09, 2019 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 Experience Management • Customer service audit • Strategy • The Taylor Reach Group

By 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, […]

Posted on April 05, 2019 in AHT • Average handle time • Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Customer Experience Management • Customer Experience Metrics • Customer Satisfaction • Metrics • TRG

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• AHT• Call Center Consulting• Customer Service Consulting• Taylor Reach Group

AHT: the Most Misunderstood Metric in Call or Contact Centers By John Cockerill Average handle time is a wonderful tool. Everybody uses it and they believe they use it correctly. It’s a good measure particularly when you’re looking in a specific channel as to what is the midpoint of all of the call (contact) lengths that […]

Posted on March 01, 2019 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Customer Experience • Customer Experience Management • Customer Satisfaction • FCR • Root Cause Analysis • Strategy

Tags: #callcenter• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• #retention• Contact Center Management• Taylor Reach Group

  By Colin Taylor Research tells us that 85% of customer churn is due to poor service that was in fact preventable. 11% of customer churn could have be prevented by simple company outreach and 67% of customer churn is preventable if the customer issue had been resolved at the first engagement. This tells us something […]

Posted on June 07, 2018 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call centre consulting • Press Release

  TORONTO (PRWEB) JUNE 07, 2018 Customer Experience and Contact Center Consultancy, The Taylor Reach Group, Inc. (Taylor Reach), announced that they have been appointed by one of America’s largest home builders to take an in-depth analysis of their Contact Centers. Taylor Reach will conduct an essential health check of the home builder’s multiple Contact […]

Posted on June 05, 2018 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Technology • Call centre consulting • Contact center consulting • Press Release

Taylor Reach Group is conducting an in-depth analysis of people, process, technologies and the ‘thousand moving parts’ within one of Canada’s Medical Marijuana Producer’s Contact Center to support the increasing contact volumes and establish a prescriptive approach for optimizing operations. TORONTO (PRWEB) June 05, 2018 CX and Contact Center Consultancy, The Taylor Reach Group, Inc. […]

Posted on May 11, 2018 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Site Selection • Strategy

Tags: #callcenterDIY• #cctr• #custserv• Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• Taylor Reach Group

By: Colin Taylor Consolidating Contact Centers Organizations today look across their customer-facing organization and see a cluster of Call Center or Contact Center activities: sales, technical support, customer service, returns, billing, collections etc. These Call Centers can exist in a company’s divisions or operating companies. Even small and medium-sized businesses can find that they have […]

Posted on April 04, 2018 in Call Center Assessment • Call Center Audit • Call Center Consulting • Press Release

The Taylor Reach Group, Inc., retained to complete a Contact Center Audit  for one of the world’s leading digital data collection companies. TORONTO (PRWEB) April 4, 2018 Today, CX and Contact Center consultancy, The Taylor Reach Group, Inc. (TRG), announced they are administering a Contact Center Audit for one of the world’s leading digital data […]

Posted on November 29, 2017 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Tools • Call centre consulting • Contact center consulting • Snapshotz

Objectives as a Contact Center Consultant As a CX and Contact Center consultant, we need to be able to do a few things: 1) To continually have an on-going revenue stream2) To be known in the industry as being able to add value 3) Measure and deliver our inputs into a Contact Center or into […]

Posted on November 22, 2017 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Performance • Call Center Technology • Call Center Tools • Call centre consulting • Contact center consulting • Snapshotz

Today, every Customer Service organization deals with between 350 (being the absolute lowest) to 700 different variables when it comes to managing and running a Contact Center. Call Centers are complex and have evolved substantially from what they used to be, thus also being known today as the Contact Center, Customer Engagement Center, Customer Support […]

Posted on September 18, 2017 in Call Center Audit • Call Center Performance • Call Center Tools • Call centre consulting • Snapshotz

    We recently had the opportunity to host the founder of Customer Services Audit  and creator of Snapshotz™ Online, Deepak Selvaratnam, at Taylor Reach Group’s Headquarters, for a cheese and wine reception. Deepak met with a number of consultants and potential clients while on his Canadian tour from Vancouver to Toronto and this week […]