Customer Reach

Posted on May 14, 2019 in Blog • Customer Experience • Customer Experience Management • Customer Reach • Customer Satisfaction • Customer service • Customer Support

Tags: #callcenter• #cctr• #contactcenter• #custexp• Alignment• Call Center Consulting• Contact Center Strategy• Customer Experience• customer service• Customer Service Consulting• games• gaming• Strategy• Taylor Reach Group

by JD Fairweather There was a time where video games were purchased, played and completed with no reason to interact with their creators. The enjoyment to be had was contained within a small window of experience and replay-ability reserved for the most dedicated of fans. Post-purchase interaction with the game developers or publisher was limited to […]

Posted on April 09, 2018 in Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Case Study • Customer Experience • Customer Reach • Root Cause Analysis • Strategy

Tags: Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Root Cause Analysis• Strategy

By: Colin Taylor It always amazes me how Contact Center managers, their direct supports, and their superiors often fail to use one of the best tools at their disposal, Root Cause Analysis. Of course, if you are always fighting fires it is difficult to find the time and/or resources to research what is causing the […]

Posted on December 05, 2017 in Customer Reach • News • Newsletters

Newsletter Contact centers, customer service and customer experience: news, views and how to’s Inside this issue: Quality Assurance – Avoiding Gray Areas  Increasing Costs in the Contact Center Due to Increased Efficiency  Disaster Preparedness, Recovery and Business Continuity  Founder of Customer Services Audit and Creator of Snapshotz Online Makes Guess Appearance Do You Have an […]

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

NewsletterContact centers, customer service and customer experience: news, views and how to’sInside this issue:Marketers Ruin Everything – Who is Leading Your CX Strategies6 Areas of Customer Success Planning11 Ways to Secure More Budget in Your Contact CentreContact Center Service Consultancy Expands to IndiaGet Ready For Big Data and AI in the Call Center Bank Deploys Video […]

Posted on August 24, 2016 in Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Contact center consulting • Customer Experience • Customer Reach • Hiring a call center consultant • News • Strategy • Technology • The Taylor Reach Group

Toronto, ON.Mr. Colin Taylor, The CEO and Chief Chaos Officer of The Taylor Reach Group, Inc. announced today that Alton Harewood has joined the customer experience and contact center consulting firm effective immediately.  The Taylor Reach Group expands to Quebec, Canada with the addition of Mr. Harewood to their team. Alton is a business and […]

Posted on November 27, 2012 in Call Center Audit • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Management • Customer Reach • Net Promoter • Opinion • Seminars • Social Media • Strategy • The Taylor Reach Group

Tags: #callcenter• #cctr• #custserv• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Consulting• CSAT• Customer Experience• Leadership• Operational Management• Social Media• Taylor Reach Group

Volume 9, Issue 9 November 2012 ISSN 1718-8938 ———————————————————————————————————————————————– Social Media for Customer Service: Gold or Fool’s Gold? By: J.D. Fairweather There’s gold in them thar hills, or so you would be led to believe by the social media pushers who drive companies to open up their service and support departments to the social stream. […]

Posted on April 09, 2012 in Customer Reach • Newsletters

VOLUME 9, ISSUE 4 APRIL 2012 ISSN 1718-8938 Inside this Issue Why is Most Call Center Service So Bad? 1 US Call Center Industry sees Negative Growth 4 JC Penny Closes Pittsburgh Call Center- cuts 300 jobs 4 How Does Your Call Center Rate? – Find Out Now! 5 Toronto Contact Centre Professionals Network Meeting […]

Posted on July 22, 2011 in AHT • ASA • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Tools • Call centre consulting • Case Study • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Reach • Customer Satisfaction • FCR • Forecasting- WFM • Newsletters • People management • The Taylor Reach Group

Tags: Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• Snapshotz• Strategy• Taylor Reach Group• WFM

If you are not already a subscriber, please subscribe to our Customer Reach Newsletter! CUSTOMER REACH® VOLUME 8, ISSUE 6 JUNE 2011 ISSN 1718-8938 Inside this Issue Workforce Management Demystified Floral distributor executive wins Snapshotz call centre audit draw What Call Center Metrics mean to Customers Upcoming Events Why does ‘Tunnel Vision exist among clever […]

Posted on January 12, 2011 in Call Center Consulting • Call Center Management • Call centre consulting • Contact Centre Ops • Customer Reach • Social Media • Strategy

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

Colin Taylor will be at theCall Center Summit in Orlando Jan 24 – 27th and is looking for call center operators and practioners who would like to be interviewed. The interviews will be approximately 10 minutes in length and will focus on call center trends, challenges faced in call center operations, social media and its […]

Posted on December 23, 2010 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Customer Experience • Customer Reach • Quality • Strategy • The Taylor Reach Group

Tags: Call Center Assessment• Call Center Audit• Call Center Consulting• Call Center Management• Call Center Performance• Call Center Quality• Call Center Tools• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• Outsourced Quality Listening• Outsourced Quality Monitoring

In the past issues, several efficiency indicators (such as AHT, ASA, Call volume and cost per calls) were discussed. At the time it was noted that most of the current contact centre operational indicators are focused around efficiency measurement as traditionally cost reduction has been the number one objective! In the last 15 years, however, […]