Call centre consulting

Posted on November 01, 2019 in agent attrition • Agent Experience • Call Center Consulting • Call Center Management • Call centre consulting • Contact center consulting • Customer Experience Management • Incentives • Leadership • People management • retention • WFM

  Taylor Reach Group, Inc., an internationally acknowledged and leading CX and Contact Center consulting firm, announced today that they have been engaged to assess the BPO operational practices and policies with a view to improving agent retention. The US-based client provides customer care and account receivables management services to some of the most respected […]

Posted on May 07, 2019 in Agent Experience • Best Practices • Call Center Assessment • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Performance • Call centre consulting • Contact Center • Contact center consulting • Contact Centre Ops • Employee Engagement • People management • retention • Turnover

Tags: #callcenter• #callcentre• #contactcenter• #contactcentre• #custexp• #Cx• AHT• Attrition• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Management• Contact Center Strategy• hours of operation• human resources• Leadership• Operational Management• work hours

By Colin Taylor I asked a client recently how they had determined their contact center hours of operation. After a long pause they replied “I don’t know.” Many organizations don’t think too much about their hours of operations, or HOOPs; they are just a fact of life. The contact center is staffed during this window […]

Posted on April 12, 2019 in Call Center Consulting • Call centre consulting • Case Study • Contact center consulting • Contact Centre Ops • Customer Experience • Opinion • Quality • retention • Strategy • The Taylor Reach Group

Tags: #custserv• #Cx• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Leadership• Outsourced Quality Listening• poor service• Root Cause Analysis• Taylor Reach Group

By Colin Taylor While working on a call center consulting engagement with one of the largest garbage companies in the country we encountered what was likely the most difficult customer I have ever experienced. We were working in a mid- sized call center and discussing their customers. The company serviced urban, suburban and rural customers […]

Posted on April 09, 2019 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Tools • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Experience Management • Customer service audit • Strategy • The Taylor Reach Group

By Colin Taylor Clients frequently ask me what is the single most important activity they should undertake to ensure that their center is operating and performing at an optimal level. Like all of us they are looking for the magical, simple solution to their issues and challenges; just one thing; the magic pill, silver bullet, […]

Posted on April 05, 2019 in AHT • Average handle time • Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Customer Experience Management • Customer Experience Metrics • Customer Satisfaction • Metrics • TRG

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

AHT: the Most Misunderstood Metric in Call or Contact Centers By John Cockerill Average handle time is a wonderful tool. Everybody uses it and they believe they use it correctly. It’s a good measure particularly when you’re looking in a specific channel as to what is the midpoint of all of the call (contact) lengths that […]

Posted on April 02, 2019 in Call Center Consulting • Call Center Management • Call Center Metrics • Call centre consulting • Contact center consulting • Contact Centre Ops • CSAT • Customer Experience • IVR • Metrics • Quality • Quality Assurance • Quality assurance

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• Quality Assurance• Quality Control• 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 […]

Posted on March 26, 2019 in Call Center Consulting • Call Center Management • Call centre consulting • Contact Centre Ops • FCR • Opinion • Opportunity • Planning • Strategy

Tags: Call Center Consulting• Contact Center Consulting• Contact Center Management• Customer Service Consulting• FCR• Operational Management• Taylor Reach Group

By Turaj Seyrafiaan In the recent years, First Call Resolution (FCR) has become a buzz word in the contact center industry! Everyone is talking about it and it appears that everyone is working on improving the results in their center. Everyone agrees that this is an important aspect of a contact center, however, many organization […]

Posted on March 22, 2019 in ASA • Call Center Consulting • Call Center Management • Call centre consulting • Contact Centre Ops • Customer Experience • FCR • Metrics • Service Level

Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #Cx• ASA• Call Center Consulting• Colin Taylor• Consulting Contact• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• service level• Strategy• Taylor Reach Group

By Colin Taylor Service level is one of the most common metrics employed at call and contact centers to define how the center is performing. Senior management becomes acclimatized to looking for that service level number and reacting to it as a gauge of how well they’re performing against targets and in meeting their customer […]

Posted on March 12, 2019 in Artificial Intelligence • Call Center Consulting • Call centre consulting • Customer Experience • Customer Experience Metrics • Customer service

  By Colin Taylor The month of March is now upon us and the predictions and prognostications for the new year are pretty well behind us. But before we bid adieux to the pundits’ predictions and Top 10 lists, I will add my voice to the collective noise. Predictions are challenging and dangerous; people remember and […]

Posted on February 15, 2019 in Call Center Consulting • Call centre consulting • Contact Center • Contact center consulting • Financial Services • Site Selection

  Leading contact center and customer experience consultancy, The Taylor Reach Group, Inc., has announced that it has been contracted to perform site selection services for a new contact center for a world-leading financial management firm. The client, serving millions of customers internationally with services ranging from personal and business insurance to asset management is […]