Call Center Audit
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Finding Real Experts in the Age of LinkedIn
Posted on October 14, 2020 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Contact center consulting • Expert round-up • Hiring a call center consultant
Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• call center• 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• Taylor Reach Group
By Colin Taylor In the age of Linked In, everyone claims to be an expert and the challenge for most people is how do you tell the real experts from the self-appointed? I would humbly suggest that there a few factors to consider; What have they done and where (locations and verticals)? In short, what […]
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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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Patient Support organization receives expert Contact Center Strategy Assessment from leading consultancy
Posted on November 11, 2019 in Best Practices • Call Center Assessment • Call Center Audit • Call Center Consulting • Contact center consulting • Customer Experience • Customer service audit • News • Strategy • The Taylor Reach Group
Tags: #callcenter• #contactcenter• #custserv• #Cx• Call Center Assessment• Call Center Consulting• Strategy• Taylor Reach Group
Customer Experience and Contact Center Consultancy, The Taylor Reach Group, has recently completed its in-depth analysis of two contact centers for a national patient support firm. The client firm delivers patient support programs for many leading pharmaceutical companies and provides access to medical technologies and treatments at its clinics across Canada. Taylor Reach’s consultants, […]
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Is It Time for Your Contact Center Check Up?
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, […]
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Metrics That Matter: Average Handle Time
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 […]
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Are You Limiting Your Customer Experience While Increasing Customer Churn?
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 […]
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One of America’s Largest New Home Builders Retains Contact Center Consulting Firm to Assess Their Contact Center Operations
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 […]
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Medical Marijuana Producer Assessing Their Contact Center Operations in Advance of the Introduction of Recreational Cannabis
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. […]
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14 Questions you Need to ask when Considering Call Center Consolidation
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 […]
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CX and Contact Center Consultancy to Audit Market Research Firm’s Call Center Network
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 […]
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