Call centre consulting

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 15, 2017 in Call centre consulting • Contact Center • Contact center consulting • Economic Development • News • Ontario Minimum Wage • Opinion • Telecommunications • Uncategorized

Drive to $15 – How Minimum Wage Increases Will Impact Businesses & Contact Centers By: Colin Taylor, John Cockerill, Garry Schultz, Turaj Seyrafiaan and David Bradshaw As many of you have heard, Illinois,  Ontario  have announced anticipated minimum wage increases to $15/hour. Many other American and Canadian, states and provinces are anticipated to follow this […]

Posted on April 27, 2017 in Agent Experience • Blog • Call centre consulting • Contact Center • Customer Experience • Customer Reach • News • Newsletters

Newsletter Contact centers, customer service and customer experience: news, views and how to’s Inside this issue: Marketers Ruin Everything – Who is Leading Your CX Strategies 6 Areas of Customer Success Planning 11 Ways to Secure More Budget in Your Contact Centre Contact Center Service Consultancy Expands to India Get Ready For Big Data and […]

Posted on March 31, 2017 in Call Center Tools • Call centre consulting • Contact Center • Customer Experience • Customer Experience Metrics • Opportunity • Resources

Hurry, take advantage of our best offer ever – a savings of $1500 Customer Experience (CX) Health Check for Call and Contact Centers – open to companies in US, UK and Canada. Don’t miss this limited time offer to access and optimize the CX delivered in your contact centers’. The Taylor Reach Group, Inc., offers […]

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 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 […]

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.   […]

Posted on June 09, 2016 in Call Center Consulting • Call centre consulting • Contact Center • The Taylor Reach Group • TRG

Mr. Colin Taylor, The CEO and Chief Chaos Officer of The Taylor Reach Group, Inc. announced today that Paul Knapp has joined the customer experience and contact center consulting firm effective immediately. “Paul is a professional thought leader with a track record of providing successful strategies within the customer service and business industry. With over […]

Posted on March 23, 2016 in Call Center Consulting • Call Center Management • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Metrics • Outsourced Quality Monitoring • Quality

Tags: #callcenter• #contactcenter• #Cx• Call Center Assessment• Call Center Audit• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• CSAT• Customer Experience• Customer Service Consulting• Operational Management• Outsourced Quality Listening• Taylor Reach Group

Quality is a critical support function in call and contact centers. In this interview, Colin Taylor and John Cockerill discuss Quality Assurance, Compliance, outsourcing and the risks and opportunities that can be found by a closer look at your contact centers’ quality program. Colin: Hello and welcome to Talking Contact Centers. My name is Colin […]

Posted on February 25, 2016 in AHT • Call Center Assessment • Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Customer Experience Management • Customer Satisfaction • Metrics • TRG

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• AHT• Call Center Consulting• Contact Center Consulting• Customer Service Consulting• Taylor Reach Group

AHT  the Most Misunderstood Metric in Call or Contact Centers   Today my topic is average handle time, or AHT, what it means to you and why it’s an important metric within the call and contact centers. Average handle time is a wonderful tool. Everybody uses it and they believe they use it correctly. It’s a good […]