Call Center Management
Irma and Harvey, Test Disaster Preparedness, Recovery and Business Continuity
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 […]Read more
How is Your Knowledge Centered? 8 Tips for Effective Knowledge Management
By: Peter Elliot Many modern organizations are knowledge centered. Where would your business be without knowledge of your products and processes spread across all the departments who need it? Effective knowledge management across an enterprise can lead to improved efficiency and satisfied customers. Many organizations seek to manage their knowledge by consolidating it where possible […]Read more
Contact Center Metrics, Why Do They Matter?
Posted on August 23, 2017 in Agent Experience • AHT • ASA • Call Center DIY • Call Center Management • Call Center Performance • Call Center Tools • CES • CSAT • Customer Experience Metrics • Customer Satisfaction • Facts and Figures • FCR • Forecasting • Forecasting- WFM • Metrics • Net Promoter • NPS • Service Level • WFM
By: Colin Taylor Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. Contact Centers can generate an immense amount of data and reporting on just about anything that we could […]Read more
Bank Deploys Video in the Contact/Call Center
An interview by Colin Taylor with Eddie Woodruff I recently sat down with Eddie, Chief Marketing & Communications Officer at Forcht Group, of Kentucky Forcht Bank, in Lexington Kentucky. For the past six years,Eddie has been overseeing the development and direction of the bank’s Contact Center. Here is a transcript of that interview, with great […]Read more
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
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 […]Read more
Please Stop Using Voice Mail In Your Contact Center
By: Colin Taylor There are a few that really grate on me, fingernails scraping a blackboard, chewing on tin foil and voice mail in a contact center. There is little I can do about the first two on my list other than avoiding blackboards and tin foil, but I can make an impassioned plea to […]Read more
UK Launch – Taylor Reach
Posted on October 06, 2016 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 Experience • Customer Experience Management • Customer Experience Metrics
Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Call Center Assessment• Call Center Consulting• Contact Center Strategy• CSAT• Customer Experience• Customer Service Consulting
By: Colin Taylor Well it has been a busy month for Taylor Reach and for our Senior Consultant, Peter Elliot leading our UK team. Not only have we launched our Contact Centre, Call Centre and Customer Experience consulting services, but Peter is also relocating and changing his home address. Should you wish to reach Peter […]Read more
Auditing, Made Easy.
Posted on August 24, 2016 in Agent Experience • Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Customer Experience Management • Customer Experience Metrics • Facts and Figures • Metrics • Opportunity • People management • Service Level • Strategy • Technology • The Taylor Reach Group
Snapshotz™ Call Center and Contact Center Customer Service Auditing Operational Efficiency, Excellence and Best Practice improvements can only be achieved once the opportunities have been identified. The reality is however, that due to the ever changing world of technology, communications and the customers themselves, the metrics that reveal the opportunities are constantly changing and adapting to new […]Read more
Extending Their Call Center Consulting Services Further, Growing The Taylor Reach Group
Posted on August 24, 2016 in Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Contact center consulting • Customer Experience • Customer Reach • Hiring a call center consultant • News • Strategy • Technology • The Taylor Reach Group
Expanding Their Reach of Consulting Services Through the Addition of a New Expert Consultant Taylor Reach Group Expands to Quebec Toronto, ON. Mr. Colin Taylor, The CEO and Chief Chaos Officer of The Taylor Reach Group, Inc. announced today that Alton Harewood has joined the customer experience and contact center consulting firm effective immediately. […]Read more
Customer Satisfaction as a Primary KPI?
Posted on August 10, 2016 in Call Center Management • Call Center Performance • Contact center consulting • Customer Experience • Customer Satisfaction • Employee Engagement • Metrics • Net Promoter • The Taylor Reach Group
Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #Cx• Call Center Consulting• Contact Center Consulting• CSAT• Customer Experience• Customer Service Consulting• Operational Management• Taylor Reach Group
By: Turaj Seyrafiaan There have always been a number of contact center efficiency and effectiveness indicators. While each has a certain and important role, it should always be emphasized that we cannot analyze these indicators in solitude and need to view them as part of a larger holistic picture. From time to time, however, I […]Read more