Call centre consulting

Root Cause Analysis in the Contact Center

Posted on April 09, 2018 in Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Case Study • Customer Experience • Customer Reach • Root Cause Analysis • Strategy

Tags: Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Root Cause Analysis• Strategy

By: Colin Taylor It always amazes me how Contact Center managers, their direct supports, and their superiors often fail to use one of the best tools at their disposal, Root Cause Analysis. Of course, if you are always fighting fires it is difficult to find the time and/or resources to research what is causing the […]
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Home Improvement Services Company Selects Taylor Reach to Design Virtual Contact Center

Posted on March 29, 2018 in Call Center Consulting • Call Center Management • Call centre consulting • Contact Center Technology • New Call Center • People management • Planning • Press Release • Virtual Call Center • Vrirtual Contact Center

CX and Contact Center consulting firm, The Taylor Reach Group Inc., selected to design and develop a Virtual Contact Center for a Home Improvement Services organization TORONTO (PRWEB)March 28, 2018 Customer Experience (CX) and Contact Center consulting firm, The Taylor Reach Group, Inc., announced today that they have been selected to design and […]
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Medical Marijuana Company Appoints Contact Center Consultancy to Develop Agent Training Program

Posted on March 13, 2018 in Agent Experience • AHT • Call Center Consulting • Call Center Performance • Call centre consulting • Education • Employee Engagement • Employee Experience • Press Release

Customer Experience and Contact Center consulting firm, The Taylor Reach Group, Inc., is designing an Agent On-Boarding Training Curriculum. TORONTO (PRWEB)March 13, 2018 The Taylor Reach Group, Inc., a globally acknowledged and leading Contact Center and Customer Engagement consulting agency, announced today that they have secured a Contact Center Agent Training Re-Design agreement with […]
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Financial Institution Appoints Contact Center Consultancy

Posted on March 07, 2018 in Call Center Consulting • Call Center Technology • Call Center Tools • Call centre consulting • Contact Center • Contact center consulting • Contact Center Technology • Press Release

Major Financial Institution Upgrading CX and Contact Center Technology with Consultancy Advice via The Taylor Reach Group, Inc. TORONTO (PRWEB) March 07, 2018 Vendor agnostic, Customer Experience (CX) and Contact Center consulting firm, The Taylor Reach Group, Inc. (TRG), today announced they will be assisting one of the largest financial institutions in Western Canada with […]
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Taylor Reach Group Working with Fortune 500 Retailer to Support Vendor Selection

Posted on December 28, 2017 in Call Center Consulting • Call Center Technology • Call Center Tools • Call centre consulting • Contact center consulting • Contact Center Technology • Outsourcing • Press Release • Purchasing • Purchasing Decisions • Sourcing • Vendor Selection

Fortune 500 e-commerce retailer appoints CX and Contact Center consulting firm to support Outsource Vendor Selection. TORONTO (PRWEB) December 28, 2017 Taylor Reach Group, Inc., (TRG) an internationally acknowledged and leading CX and Contact Center consulting firm, announced today, that they have secured an agreement with one of North America’s largest e-commerce Retailers. Taylor Reach […]
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Taylor Reach Group Working with Major Veterinary Hospital on Telephony Sourcing Project

Posted on December 05, 2017 in Call Center Consulting • Call Center Performance • Call Center Technology • Call centre consulting • Contact Center Technology • Customer Experience Management • Technology • The Taylor Reach Group

Toronto, ON – December 5, 2017 – The Taylor Reach Group, Inc. (TRG), a globally recognized consulting firm focused on optimizing clients’ Contact Centers and Customer Experience (CX), today announced they are working with one of the largest veterinary hospital organizations in the United States and Canada. Taylor Reach is working on a telephony […]
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How Contact Center Consultants Can Achieve On-Going Revenue and Engaged Customers

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 […]
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Using a Self Serve Approach for Contact Center Assessments

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 […]
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Founder of Customer Services Audit, and Creator of Snapshotz Online Makes Guest Appearance

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 […]
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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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