Case Study

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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Taylor Reach Group to Co-Produce 15th Annual SCORE Customer Experience Conference

Posted on October 03, 2017 in Call Center Consulting • Call Center Management • Call Center Performance • Case Study • CEM • CES • Contact Center • CSAT • Customer Experience • Customer Experience Metrics • Customer service • CXi • Events • Strategy

Toronto, ON – Each year SCORE brings together hundreds of CX, CRM and customer care leaders for a conference and awards gala. SCORE 2017 will focus exclusively on how companies can develop a Customer Experience Management (CEM) strategy as part of their corporate DNA to lock in profitable, long-term customer loyalty. This year’s event will […]

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Friction in The Customer Experience

Posted on January 19, 2016 in Call Center Assessment • Call Center Consulting • Call Center Management • Case Study • Contact Centre Ops • Customer Experience • Customer Satisfaction

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Call Center Assessment• Call Center Consulting• CSAT• Taylor Reach Group

Can You Hear the Canary in Your Customer Experience Coalmine? By: Colin Taylor The call center or customer service department has long been call the ‘canary in the coalmine’ for its ability to provide early identification and diagnosis of problems and issues impacting the satisfaction of customers. Despite of numerous warnings most organizations don’t change, […]

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Re-Imagining the Contact Center Model

Posted on July 20, 2015 in Call Center Management • Call Center Performance • Case Study • Contact Centre Ops • Customer Experience • Customer Satisfaction

Tags: #callcenter• #cctr• #custexp• #custserv• #Cx• Call Center Consulting• Taylor Reach Group

The Challenge: The major technology focused BPO firm had come to a crossroad. The original operating model had enabled the company to grow dramatically throughout its history and today the organization boasted 8 contact centers on 3 continents and more than 2,500 agents. But what worked before wasn’t working as well now. Growth had stalled, […]

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Speaking at Customer Response Summit Miami – Colin Taylor

Posted on January 27, 2015 in Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Case Study • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction

Tags: #callcenter• #cctr• #contactcenter• #custexp• #customerresponsesummit• #custserv• #Cx• #execsintheknow• Conference

? Join Colin Taylor and other customer experience professionals at the Customer Response Summit in Miami, Feb 8-10 This looks like another great event with speakers from Amazon, GM HootSuite, Kohl’s, Walmart and Harley-Davidson to name a few. I’ll be presenting as part of the “Customer Experience Face-Off: The Future of the Customer Experience”. Hope […]

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Customer Experience is the New Marketing: Servicing Customers and Building Brand

Posted on November 07, 2012 in Call Center Management • Call Center Performance • Case Study • Contact Centre Ops • Customer Experience • Education • FCR • Net Promoter • People management

Tags: call center• call centre• contact center• Learning• webinar

Webinar on November 15th, Hosted by Keynomics Insiders Discuss Empowering Agents To Build Brand and Sell Product Customer Experience is the New Marketing: Servicing Customers and Building Brand • How Contact Centers Should Work with Marketing…and Vice Versa • New Techniques: Customer Mirrors • 6 Tools for Branded Customer Experience • Securing Budget When Needed […]

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New York City 311 Contact Center

Posted on October 16, 2012 in Call Center Management • Call Center Performance • Call Center Tools • Case Study • Contact Centre Ops • Planning

Tags: #callcenter• #cctr• 311• Colin Taylor• Contact Center Management• Leadership• Operational Management• Strategy• Taylor Reach Group

Recently Taylor Reach had the opportunity to tour and talk with Joseph R. Morrisroe of New York’s 311 services. The Call Center, launched in 2003 grew to over 400 staff with full and part-time, now through call and service remodeling has reduced the staff needed to about 280. The center takes about 22 million calls […]

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Customer Reach Newsletter June 2011

Posted on July 22, 2011 in AHT • ASA • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Tools • Call centre consulting • Case Study • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Reach • Customer Satisfaction • FCR • Forecasting- WFM • Newsletters • People management • The Taylor Reach Group

Tags: Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• Snapshotz• Strategy• Taylor Reach Group• WFM

If you are not already a subscriber, please subscribe to our Customer Reach Newsletter! CUSTOMER REACH® VOLUME 8, ISSUE 6 JUNE 2011 ISSN 1718-8938 Inside this Issue Workforce Management Demystified Floral distributor executive wins Snapshotz call centre audit draw What Call Center Metrics mean to Customers Upcoming Events Why does ‘Tunnel Vision exist among clever […]

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Most Challenging Callers

Posted on January 18, 2011 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: 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

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 in the city […]

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Taylor Reach client Terasen Gas announces new Call Center

Posted on September 26, 2010 in ACM • AHT • ASA • Call Center Consulting • Call centre consulting • Case Study • Contact Centre Ops • Customer Experience • Diversification • FCR • Forecasting- WFM • Insourcing • Occupancy • People management • Site Selection • Strategy • Technology • Telecommunications • The Taylor Reach Group • TRG

Tags: Alignment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Research• Strategy• Taylor Reach Group

Terasen Gas has announced their new call center in Burnaby BC. Taylor Reach executed a site selection project Terasen Gas and other projects including technology acquistion, and multi-channel strategy. Read the In-Sourcing Case Sudy here

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