The Taylor Reach Group Inc.

Call Center Consulting

How the Pros Turn Loyal Customers into Brand Advocates
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 […]
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Five Reasons New Call/Contact Centers Fail
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 […]
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Chat in the Contact Center – an Expert Panel Weighs in – Part 3/3
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 […]
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The Secret Weapon for Call Centers
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 […]
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Chat in the Contact Center – an Expert Panel Weighs in – Part 1/3
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 […]
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Leading Contact Center Consulting Firm, Expands Customer Experience Services
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 […]
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Contact Center Service Consultancy Expands to India
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 […]
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Great Call Center OR Great Call?
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 […]
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The Taylor Reach Group, Inc. Launches Partner Referral Program
Posted on January 23, 2017 in Call Center Consulting • Contact center consulting • Customer Satisfaction • The Taylor Reach Group • TRG
Tags: #contactcentre• #custexp• #customerexperience• #customerservice• #referralprogram• Contact Center Strategy• customer journey
Taylor Reach thanks partners by announcing their Referral Program The Taylor Reach Group, Inc. (Taylor Reach), the leader contact center and customer experience consulting services, today announced the creation of an enhanced incentive program for its partner community. The Taylor Reach Referral Program allows partners to provide consulting referrals, receive upfront compensation and share in […]
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Contact center as a ‘Strategic Asset’? – There is more to contact center processes than you think!
Posted on January 10, 2017 in Call Center Assessment • Call Center Consulting • Call Center Performance • The Taylor Reach Group
Tags: #callcenter• #custexp• #custserv• Contact Center Consulting
By Turaj Seyrafiaan Contact centers have been in operations for many years. One of the key aspects (pillars) of contact center operation is ‘Process’. Processes are the backbone of any contact center – every contact center has them. Some of these are directly related to how we handle customer contacts. Some are focused on back-office […]
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