Diversification

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, 2007 in Diversification

Recently I heard of an organization that outsourced their entire customer care program to Bangladesh, India. The company saved millions in salaries and health care options; and threw a huge party when stock prices soared. Everything seemed to be going well until summer flooding and political uproar in the region prevented more than half of […]