Customer Experience

Posted on December 03, 2010 in Call Center Consulting • Call centre consulting • Contact Centre Ops • Customer Experience • Networking • Social Media • Strategy • The Taylor Reach Group

Tags: Call Center Consulting• Contact Center Consulting• Contact Center Strategy• Customer Service Consulting• Leadership• Operational Management• Social Media• Strategy• Taylor Reach Group

In this Talking Call Centers video Milan discusses trends in the call and contact center industry that are impacting on Unity Health with John Cockerill, senior all center consultant and President of Taylor Reach. Other topics discussed include: specific challenges the organization is facing, their approaches to addressing the issues and the role social media […]

Posted on December 03, 2010 in Call Center Consulting • Call centre consulting • Customer Experience • Customer Satisfaction • Education • Planning • Strategy • Success • The Taylor Reach Group

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

Is A Strategy For The Contact Center Necessary? By Colin Taylor In our call center and contact center consulting practice, we are often asked this question. Johnson and Scholes (Exploring Corporate Strategy) define strategy as follows: “Strategy is the direction and scope of an organization over the long-term: which achieves advantage for the organization through […]

Posted on December 02, 2010 in Call Center Consulting • Call centre consulting • Contact Centre Ops • Customer Experience • Education • Forecasting- WFM • Occupancy • People management • Planning • Strategy • Training

Tags: 311• Call Center Consulting• Contact Center Consulting• Contact Center Management• Leadership• Operational Management• Philadelphia• Philly311• Rosetta Carrington Lue• Taylor Reach Group• Training• Trends

We have just posted a new Talking Call Centers video on our Call Center Channel on YouTube, featuring Rosetta Carrington Lue, the deputy managing director who oversaw the city of Philadephia`s launch of the 311 service. During the interview with

Posted on December 01, 2010 in Call Center Consulting • Call centre consulting • Contact Centre Ops • Customer Experience • Education • People management • Planning • The Taylor Reach Group • Training

Tags: Call Center Consulting• Contact Center Consulting• Contact Center Management• Training

How good is your Training: Take the Quiz By: John Cockerill Understatement of the day -Training is important. Just about everyone says so. But like the weather everyone talks about but few do anything about it. Here is a quick test to gauge the health and effectiveness of the training in your center. 1. Is […]

Posted on November 05, 2010 in Call Center Consulting • Call centre consulting • Customer Experience • Customer Reach • Education • Opinion • Social Media • The Taylor Reach Group

Tags: Call Center Consulting• Conference• Contact Center Consulting• Leadership• Operational Management• Social Media• Strategy• Taylor Reach Group

Interview with Amas Tenumah of Teleflora discussing Call Center trends, the return of CRM and the role and capabilities of Social Media. Watch the video here

Posted on October 29, 2010 in Call Center Consulting • Call centre consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Education • Financial Services • Planning • Purchasing Decisions

Tags: AHT• ASA• Call Center Consulting• Contact Center Consulting• Contact Center Management• Costs• Operational Management• service level

Operational Indicators: Financial MetricsCost per Call / Cost perMinute Operating & Capital Expenditure / FTE – In the last three posts we discussed various operating indicators. Those indicators were measuring and representing the efficiency of the operation. In this post, we step beyond the pure operation point of view and will look at some of […]

Posted on October 28, 2010 in Call Center Consulting • Call centre consulting • Customer Experience

Tags: call center conference• Call Center Consulting• Contact Center Management• Contact Center Strategy• IMI conferences• istanbul• most talented call center• Turkey

I just returned for the 6th annual Istanbul Call Center Conference and Expo and It was a very good event. The travel to and from was much less good…nothing like 4 hours in Heathrow Terminal 5. The event put on by IMI Conferences was first class. There were about 300 attendees, 25 or so exhibitors […]

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

Posted on September 22, 2010 in Call Center Consulting • Call centre consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Education • Opinion • Quality • Research • Strategy

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

In our call center consulting practice we often assist call centers understand and rationaize their Customer Experience strategy. This includes aligning the call center operational model with the desired Customer Experience. In this third article in our Customer Experience (click to view Part 1 and Part 2 )and the Call Center series we examine how […]