Contact Center

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 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 […]

Posted on February 12, 2019 in agent attrition • Contact Center • Employee Engagement • Employee Experience • Occupancy • retention • Turnover

By John Cockerill In Colin Taylor’s recent article, “Resolving The Riddle Of Retention,” he speaks about the cost of attrition and the many factors that affect it. This article outlines how to do both a simple estimate of that cost and more complex calculations to undertake for a center. First, let’s outline a simple estimate […]

Posted on March 08, 2018 in Call Center Performance • Contact Center • Contact center consulting • Metrics • Occupancy

By: Peg Ayers & Turaj Seyrafiaan Occupancy Definition: The percentage of your agent’s logged-in time spent in direct contact with a customer or in activities directly following and related to that contact (e.g. After Call Work). Calculation: Total Contact Time (Talk Time + After Call Work) /Total Logged-in Time The equation can be applied for […]

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 […]

Posted on December 03, 2017 in CEM • CES • Contact Center • Customer Experience • Networking • TRG

  By: Sarah Hill – Stapley Recently Colin Taylor, our CEO, and John Cockerill, President, had the pleasure of speaking at the 15th Annual SCORE Conference. The focus of this year’s event was incorporating CEM strategies as part of your corporate DNA. Senior executives from a variety of industries attended the conference clearly, deeply invested […]

Posted on November 17, 2017 in Artificial Intelligence • Call Center Consulting • Call Center Performance • Call Center Technology • CSAT • Customer Experience • Customer Support

Original post via ProProfs, expert opinion summary by Colin Taylor   With Customer Experience being a crucial factor in business operations, comes the importance of optimizing Customer Support and forecasting trends. With 2018 around the corner, it’s a great time to discuss current and anticipated trends. Recently I was asked to contribute to an expert […]

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 […]

Posted on September 12, 2017 in AHT • Call Center Consulting • Call Center Performance • Contact Center • Contact center consulting • Forecasting • Forecasting- WFM

By: Turaj Seyrafiaan A few years back, I meet with a potential client. During these meetings, I routinely asked about the current operation of the Contact Center, what changes they had initiated (along with the results) and what pain points they were currently facing. In this meeting, she walked me through all the recent efforts […]