Customer Experience

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 June 13, 2017 in Artificial Intelligence • Call Center Technology • Call Center Tools • Chat • Contact Center • Customer Experience

Chat in the Contact Center – an Expert Panel Weighs in – Part 2/3 Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. This discussion examines chat in the Contact Center, highlights the many advantages of Live Chat, presents some caveats and looks to […]

Posted on April 27, 2017 in Agent Experience • Blog • Call centre consulting • Contact Center • Customer Experience • Customer Reach • News • Newsletters

Newsletter Contact centers, customer service and customer experience: news, views and how to’s Inside this issue: Marketers Ruin Everything – Who is Leading Your CX Strategies 6 Areas of Customer Success Planning 11 Ways to Secure More Budget in Your Contact Centre Contact Center Service Consultancy Expands to India Get Ready For Big Data and […]

Posted on April 12, 2017 in Call Center Management • Call Center Performance • Call Center Tools • CSAT • Customer Experience • Customer Satisfaction • Technology • TRG • Turnover

Tags: #cctr• #contactcenter• #custserv• #finserv

An interview by Colin Taylor with Eddie Woodruff I recently sat down with Eddie, Chief Marketing & Communications Officer at Forcht Group, of Kentucky Forcht Bank, in Lexington Kentucky. For the past six years,Eddie has been overseeing the development and direction of the bank’s Contact Center. Here is a transcript of that interview, with great […]

Posted on March 31, 2017 in Call Center Tools • Call centre consulting • Contact Center • Customer Experience • Customer Experience Metrics • Opportunity • Resources

Hurry, take advantage of our best offer ever – a savings of $1500 Customer Experience (CX) Health Check for Call and Contact Centers – open to companies in US, UK and Canada. Don’t miss this limited time offer to access and optimize the CX delivered in your contact centers’. The Taylor Reach Group, Inc., offers […]

Posted on March 24, 2017 in Customer Experience • Customer Experience Metrics

By: JD Fairweather   If “marketers ruin everything” as Gary Vaynerchuk, CEO and founder of Vayner Media stated, why are so many leading customer experience projects? Who is leading your customer experience efforts? Let me start by saying that I’ve got no beef with marketers. They are key to the success and growth for most, […]

Posted on March 16, 2017 in Blog • Call Center Assessment • Call Center Audit • Call Center Consulting • Call centre consulting • Contact Center • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Metrics • Customer Satisfaction • News • Snapshotz • TRG

Tags: #callcenter• Call Center Assessment• Call Center Consulting• Contact Center Consulting• Contact Center Management• Customer Experience• Customer Service Consulting• Snapshotz• Taylor Reach Group

The Taylor Reach Group, Inc., allows brands to see behind the customer experience curtain – announcing 3 services, each with a different focus for optimizing CX delivered in the contact/call center. Toronto-ON- Colin Taylor, the CEO and Chief Chaos Officer of Taylor Reach Group, Inc., announced today that the company has expanded their customer experience consulting […]

Posted on January 24, 2017 in Agent Experience • Call Center Consulting • Call Center Management • Call Center Performance • Contact Center • Customer Experience • Employee Experience • Hiring a call center consultant • People management

Tags: #callcenter• #callcentre• #contactcenter• #custexp• Call Center Consulting• Customer Experience

By: Bruce Lebowitz Executives often judge a contact center by traditional metrics.  These might include low abandonment rates, an extremely quick speed to answer and meeting handling time goals.  When proud of a contact center, executives often point to its technology too.  The fact that the contact center never goes down, has instant screen pops […]

Posted on December 12, 2016 in Call Center Management • Contact Center • Customer Experience

Tags: #callcenter• #contactcenter• #custexp• #custserv• Colin Taylor• Contact Center Consulting• Contact Center Management• Customer Experience• Operational Management

By: Colin Taylor There are a few that really grate on me, fingernails scraping a blackboard, chewing on tin foil and voice mail in a contact center. There is little I can do about the first two on my list other than avoiding blackboards and tin foil, but I can make an impassioned plea to […]

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 Taylor Customer 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 […]