The Taylor Reach Group Inc.

Customer Satisfaction

Quality Assurance – Avoiding Gray Areas
Posted on September 06, 2017 in CSAT • Customer Experience • Customer Satisfaction • Quality • Quality Assurance
By: Colin Taylor When we are thinking about our Quality Assurance (QA) processes, we need to ask ourselves, “Are we measuring the right elements and in the right ways?” What I mean by this is “Are our measurements concrete enough?” If we are employing a 10-point scale, can anyone really explain and rationalize a […]
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Contact Center Metrics, Why Do They Matter?
Posted on August 23, 2017 in Agent Experience • AHT • ASA • Call Center DIY • Call Center Management • Call Center Performance • Call Center Tools • CES • CSAT • Customer Experience Metrics • Customer Satisfaction • Facts and Figures • FCR • Forecasting • Forecasting- WFM • Metrics • Net Promoter • NPS • Service Level • WFM
By: Colin Taylor Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. Contact Centers can generate an immense amount of data and reporting on just about anything that we could […]
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How the Pros Turn Loyal Customers into Brand Advocates
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 […]
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Chat in the Contact Center – an Expert Panel Weighs in – Part 1/3
Posted on June 06, 2017 in Agent Experience • AHT • Call Center Consulting • Chat • Customer Satisfaction • Employee Experience • FCR • Opportunity • Purchasing Decisions
Chat in the Contact Center – an Expert Panel Weighs in – Part 1/3 You may or may not have reviewed Comm100’s 2016 Livechat Benchmark Report. 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 […]
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Bank Deploys Video in the Contact/Call Center
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 […]
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Leading Contact Center Consulting Firm, Expands Customer Experience Services
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 […]
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The Taylor Reach Group, Inc. Launches Partner Referral Program
Posted on January 23, 2017 in Call Center Consulting • Contact center consulting • Customer Satisfaction • The Taylor Reach Group • TRG
Tags: #contactcentre• #custexp• #customerexperience• #customerservice• #referralprogram• Contact Center Strategy• customer journey
Taylor Reach thanks partners by announcing their Referral Program The Taylor Reach Group, Inc. (Taylor Reach), the leader contact center and customer experience consulting services, today announced the creation of an enhanced incentive program for its partner community. The Taylor Reach Referral Program allows partners to provide consulting referrals, receive upfront compensation and share in […]
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Using an Easy Bake Oven to cook the Thanksgiving Turkey
Posted on November 27, 2016 in Customer Satisfaction • People management • Social Media • Twitter
By Garry Schultz Expecting Social Media channels to serve up bona fide truth is like using an Easy Bake Oven to cook the Thanksgiving Turkey. The result may not be what was hoped for. Close neighbors just held an election where Truth took a severe beating & was left, bloodied, in the gutter. Facebook users […]
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Customer Satisfaction as a Primary KPI?
Posted on August 10, 2016 in Call Center Management • Call Center Performance • Contact center consulting • Customer Experience • Customer Satisfaction • Employee Engagement • Metrics • Net Promoter • The Taylor Reach Group
Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #Cx• Call Center Consulting• Contact Center Consulting• CSAT• Customer Experience• Customer Service Consulting• Operational Management• Taylor Reach Group
By: Turaj Seyrafiaan There have always been a number of contact center efficiency and effectiveness indicators. While each has a certain and important role, it should always be emphasized that we cannot analyze these indicators in solitude and need to view them as part of a larger holistic picture. From time to time, however, I […]
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5 Reasons New Call Centers Fail
Posted on July 11, 2016 in Call Center Consulting • Call Center DIY • Call Center Management • Customer Experience • Customer Satisfaction • New Call Center • Site Selection • Technology • Turnover
Tags: #callcenter• #callcentre• #cctr• #custserv• #Cx• Building a call center• Building a contact center• Call Center Consulting• New call center• new contact center• Operational Management• starting a call center
5 Reasons New Call Centers Fail 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 […]
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