Contact Center

Calculating Occupancy in the Contact Center

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 […]

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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 Speaks at 15th Annual CEM Focused Conference

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 […]

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Expert Opinion: Top 3 Customer Support Trends to look for in 2018

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 […]

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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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Increasing Costs in the Contact Center Due to Increased Efficiency

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 […]

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Customer Reach – September Newsletter

Posted on August 30, 2017 in Contact Center • Customer Experience • Events • News • Newsletters

Newsletter Contact centers, customer service and customer experience: news, views and how to’sInside this issue: Top 50 Customer Service Blogs & Websites for Business  How the Pros Turn Loyal Customers into Brand Advocates – 30 Experts How the Pros Turn Loyal Customers into Bran Advocates – Colin Taylor  Avoiding Bot Biases in Customer Experience  Customer Satisfaction […]

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Avoiding Bot Biases in Customer Experience

Posted on July 17, 2017 in AI • Artificial Intelligence • Call Center Technology • Contact Center • Contact Center Technology • Technology

By: JD Fairweather How pervasive is the impending impact of artificial intelligence (AI) on the customer experience (CX)? Well, to join a discussion on the topic, I’d be willing to traverse a room full of telemarketers pitching the latest timeshare deals in Orlando. And it would be worth it, as there are just so many […]

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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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Drive to 15 – How Minimum Wage Increases Will Impact Businessess & Contact Centers

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

By: Colin Taylor, John Cockerill, Garry Schultz, Turaj Seyrafiaan and David BradshawAs 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 “15 and fairness” movement. This topic has been very controversial as some are in favor […]

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