Customer Experience Management

Posted on August 29, 2017 in Customer Experience Management • Events • Lists • Uncategorized

By: Sarah Hill – Stapley At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX […]

Posted on July 20, 2017 in Call Center Consulting • CES • Customer Experience • Customer Experience Management • Customer Satisfaction

Recently Martech Exec published an article on how to turn loyal customers into brand advocates, based on an expert roundup. The company reached out to 30 experts for their knowledge and insights of which I had the pleasure of being included. Here’s what I had to say: “So how do we transform loyal customers to […]

Posted on April 17, 2017 in Call Center Performance • Contact Center • Customer Experience Management • Success

Customer Success Defined – 6 Areas of Customer Success Planning By: Garry Schultz                        Accelerated Customer Value Confusion in the pre-post sales services world. A new label appeared a couple years back and a host of pointy haired managers have flocked to the new, improved, model. […]

Posted on October 07, 2016 in Customer Experience • Customer Experience • Customer Experience Management • Net Promoter • The Taylor Reach Group

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Strategy• CSAT• NPS• Taylor Reach Group

By: Colin TaylorCustomer Satisfaction is critical for the success of any organization, and Taylor Reach is no different. Each member of the team strives to delight our customers and exceed their expectations.To gauge the satisfaction of our clients we employ a customer satisfaction survey and all of our clients are asked to participate and complete […]

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 Agent Experience • Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Customer Experience Management • Customer Experience Metrics • Facts and Figures • Metrics • Opportunity • People management • Service Level • Strategy • Technology • The Taylor Reach Group

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custserv• #Cx• Call Center Audit• Call Center Consulting

Operational Efficiency, Excellence and Best Practice improvements can only be achieved once the opportunities have been identified. The reality is however, that due to the ever changing world of technology, communications and the customers themselves, the metrics that reveal the opportunities are constantly changing and adapting to new innovations, fads and management concepts. When in truth Operational […]

Posted on June 13, 2016 in Call Center Assessment • Call Center Performance • Call Center Tools • Customer Experience Management • Customer Experience Metrics • Forecasting • Metrics • Social Media • Strategy • Success

Written by: Peter Elliot             Well, it all depends what you mean by ‘read’. Such a small word that implies so much based upon context. If you told me you read this article, it means you understood it. When a machine ‘reads’ a file, it typically means load and scan. […]

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 […]

Posted on November 18, 2015 in Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction • Hiring a call center consultant • The Taylor Reach Group

Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Strategy• Customer Experience• Customer Service Consulting• Strategy• Taylor Reach Group

(PRWEB) November 11, 2015 Mr. Colin Taylor, The CEO and Chief Chaos Officer of The Taylor Reach Group, Inc. today announced that Mike Mi has joined the call center contact center consulting and customer service consulting firm effective immediately. Mike brings over 20 years customer service experience to the Taylor Reach Group, with solid management […]

Posted on September 16, 2015 in Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction • The Taylor Reach Group

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #custexp• #customerexperience• #customerservice• #custserv• #Cx• CEM• Colin Taylor

Here are our top 5 tips for improving your customer experience. Improve your Customer Experience by; 1-Align all departments to create a holistic Customer Experience, 2-Understand where Customer expectations are in conflict with your policies, and procedures 3-Empower employees to serve customers 4-Train Front-line staff in soft skills as well as technical skills, 5-Create emotional, […]