Call Center Consulting

Posted on September 15, 2017 in Business continuity • Call Center Consulting • Call Center Management • Call Center Performance • Disaster Recovery

  By: TRG Team: John Cockerill, Colin Taylor, Turaj Seyrafiaan, Peg Ayers, Garry Schultz, JD Fairweather  A disaster?  It’ll never happen to your business or Contact Center.  There hasn’t been a major storm in your area in living memory.  That kind of stuff happens to centers in Tornado Alley and Key West, not where you […]

Posted on September 12, 2017 in AHT • Call Center Consulting • Call Center Performance • Contact Center • Contact center consulting • Forecasting • Forecasting- WFM

By: Turaj Seyrafiaan A few years back, I meet with a potential client. During these meetings, I routinely asked about the current operation of the Contact Center, what changes they had initiated (along with the results) and what pain points they were currently facing. In this meeting, she walked me through all the recent efforts […]

Posted on July 20, 2017 in Call Center Consulting • CES • Customer Experience • Customer Experience Management • Customer Satisfaction

Recently Martech Exec published an article on how to turn loyal customers into brand advocates, based on an expert roundup. The company reached out to 30 experts for their knowledge and insights of which I had the pleasure of being included. Here’s what I had to say: “So how do we transform loyal customers to […]

Posted on July 13, 2017 in Call Center Consulting • Call Center Performance • Call Center Technology • Call centre consulting • Contact Center • Contact center consulting • Contact Center Technology • Hiring a call center consultant • New Call Center • Success

By: Colin Taylor There can be many reasons for an organization to decide it is time to create a Call Center or Contact Center. Perhaps organic growth, a new product, service or acquisition is resulting in calls swamping the switchboard, or customers are tracking down the administrative offices to trace an order, or email volumes […]

Posted on June 20, 2017 in Call Center Consulting • Call Center Technology • Call Center Tools • Chat • Uncategorized

Chat in the Contact Center – an Expert Panel Weighs in – Part 3/3 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 the many advantages of Live Chat, presents some caveats and looks to […]

Posted on June 08, 2017 in Call Center Consulting • Forecasting • Forecasting- WFM

By: John Cockerill   Regardless of the size of the Call Center(s), you have this in your arsenal. It can be a tool of massive value. Be careful how it gets used. Forecasts of Demand make you more knowledgeable and powerful than others in your organization. A decent forecast backed by data and agreed upon […]

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 March 16, 2017 in Blog • Call Center Assessment • Call Center Audit • Call Center Consulting • Call centre consulting • Contact Center • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Metrics • Customer Satisfaction • News • Snapshotz • TRG

Tags: #callcenter• Call Center Assessment• Call Center Consulting• Contact Center Consulting• Contact Center Management• Customer Experience• Customer Service Consulting• Snapshotz• Taylor Reach Group

The Taylor Reach Group, Inc., allows brands to see behind the customer experience curtain – announcing 3 services, each with a different focus for optimizing CX delivered in the contact/call center. Toronto-ON- Colin Taylor, the CEO and Chief Chaos Officer of Taylor Reach Group, Inc., announced today that the company has expanded their customer experience consulting […]

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 […]