Education

Posted on October 20, 2022 in Agent Experience • Best Practices • Call Center Consulting • Call Center Management • Contact center consulting • Contact Centre Ops • Education • Employee Engagement • Employee Experience • People management • Quality • Training • WFH • WFM

Tags: #callcenter• #contactcenter• Attrition• Call Center Consulting• Contact Center Consulting• Contact Center Management• Leadership• Taylor Reach Group• WFM

By Peg Ayers As Supervisors and Managers, we often feel we must have all the answers. We need to share our great experience and knowledge with those on our teams. We’ve been promoted for our skills, and we need to make sure everybody understands that. This can lead to coaching conversations where we spend more […]

Posted on March 05, 2019 in Agent Experience • Best Practices • Call Center Management • Call Center Performance • Education • Employee Engagement • Employee Experience • Leadership • People management • Quality Assurance • Quality assurance • Success • Training

By Peg Ayers Congratulations!  You’ve made it through year end performance evaluations, survived the challenges of January, and 2019 is starting off well for you!  You may be pleased that you don’t have to think about employee reviews again for many months.  But spending some time now could simplify the end of the year a […]

Posted on March 20, 2018 in AHT • Call Center Consulting • Contact Centre Ops • Customer Satisfaction • Education • Forecasting- WFM • People management • Planning • Strategy

Tags: AHT• Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• WFM

By: Turaj Seyrafiaan Have you ever wondered what is behind any of the Contact Center operational indicators? Why do we measure what we measure and what do they mean? In this article, we tackle one of the most important indicators; Average Handle Time (AHT) AHT is defined as the total amount of time (on average) […]

Posted on March 13, 2018 in Agent Experience • AHT • Call Center Consulting • Call Center Performance • Call centre consulting • Education • Employee Engagement • Employee Experience • Press Release

  Customer Experience and Contact Center consulting firm, The Taylor Reach Group, Inc., is designing an Agent On-Boarding Training Curriculum. TORONTO (PRWEB)March 13, 2018 The Taylor Reach Group, Inc., a globally acknowledged and leading Contact Center and Customer Engagement consulting agency, announced today that they have secured a Contact Center Agent Training Re-Design agreement with […]

Posted on October 03, 2013 in Call Center Management • Call Center Performance • Education • People management • retention

Tags: #bestpractice• #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custserv• #HR

By Colin Taylor People are the key to any successful business and this is especially so in call centers. The sales and customer service staff in the call center are the face of the organization. Each time a customer speaks with the call center the person they speak with is the company. The customers’ opinion […]

Posted on December 10, 2012 in Call Center Management • Call Center Performance • Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction • Education

Tags: #callcenter• #custserv• call center• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• CSAT• Customer Experience• Strategy• Taylor Reach Group• Training

I will be chairing the upcoming 4th Reinventing Customer Service conference in Toronto Fenruary 5, 6 and 7, 2013. For more information regarding the event, clcik the conference image below To receive a 15% discount off the basic registration price, please quote my e-mail address [email protected] when registering.

Posted on November 19, 2012 in AHT • ASA • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction • Education • Employee Engagement • Net Promoter • People management • Self Service • Strategy

Tags: #callcenter• #callcenterDIY• #cctr• #custserv• CSAT• Operational Management• Taylor Reach Group• webinar

Customer Experience is the New Marketing: Servicing Customers and Building Brand Sponsored by Keynomics Thursday, November 15th, 2012 Guest Speaker and Industry Expert Colin Taylor Founder and CEO The Taylor Reach Group CSR’s Delivering Branding and Service How Contact Centers Should Work with Marketing…and Vice Versa New Techniques: Customer Mirrors 6 Tools for Branded Customer […]

Posted on November 07, 2012 in Call Center Management • Call Center Performance • Case Study • Contact Centre Ops • Customer Experience • Education • FCR • Net Promoter • People management

Tags: call center• call centre• contact center• Learning• webinar

Webinar on November 15th, Hosted by Keynomics Insiders Discuss Empowering Agents To Build Brand and Sell Product Customer Experience is the New Marketing: Servicing Customers and Building Brand • How Contact Centers Should Work with Marketing…and Vice Versa • New Techniques: Customer Mirrors • 6 Tools for Branded Customer Experience • Securing Budget When Needed […]

Posted on July 26, 2011 in AHT • ASA • Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Tools • Call centre consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Education • FCR • Forecasting- WFM • Newsletters • Occupancy • People management • Quality • Research • Strategy • Technology • Telecommunications • The Taylor Reach Group • Turnover

Tags: AHT• ASA• Attrition• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Strategy• Costs• Customer Service Consulting• FCR• Leadership• Operational Management• service level• Snapshotz• Strategy• Taylor Reach Group• Telefloral

Floral distributor executive wins Snapshotz call centre audit draw The winner of a draw held in Toronto for free usage of the Snapshotz call centre audit tool is Amas Tenumah, Vice-President, Operations for Teleflora, a floral distribution network. Tenrmah receives a single-user license for Snapshotz that will be applied in the Teleflora Oklahoma City call […]

Posted on March 31, 2011 in Call Center Consulting • Call Center DIY • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Contact center consulting • Customer Experience • Customer Satisfaction • Education • Strategy • The Taylor Reach Group

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

Effectiveness Indicators – Customer Satisfaction Turaj Seyfrafiaan In the past several months, we have reviewed a number of contact centre efficiency and effectiveness indicators. While each article discussed a specific grouping of indicators, it was always emphasized that we cannot analyze them in solitude and need to view them as part of a larger holistic […]