Offshoring-Outsourcing

Posted on July 04, 2018 in Call Center Management • Contact center consulting • Hiring a call center consultant • Insourcing • Offshoring-Outsourcing • Opinion • Site Selection • Strategy • Success • Tax Refund • Taxes

Tags: #cctr• #custserv• call center location• call center site• Colin Taylor• contact center location• contact center site• Contact Center Strategy• Costs• Grants• Job creation• Research• site selection• Taylor Reach Group

By: Colin Taylor  Why would you want to retain a consultant? Common wisdom would have it that all they do is “borrow your watch and tell you the time”. What can a consultant really bring to the table that can assist your center and your organization when you a looking at moving or establishing a […]

Posted on January 05, 2018 in Offshoring-Outsourcing • Outsourced Quality Monitoring • Outsourcing • Outsourcing • Sourcing • Uncategorized

  By: Peg Ayers, MBA, CCXP Outsourcing your Contact Center can be a scary proposition. You feel like you’re losing control. Whether you’ve been providing great service in-house or you’re making outsourcing part of your initial business plan, you can’t afford to let service slip. You’re trusting somebody else with your customers? What are you […]

Posted on June 05, 2017 in Contact Center • Facts and Figures • Offshoring-Outsourcing • Ontario Minimum Wage • Opinion • Site Selection

By: Colin Taylor, John Cockerill, Garry Schultz, Turaj Seyrafiaan and David BradshawAs many of you have heard, Ontario has announced a minimum wage increase  to $15/per hour. This topic has been very controversial as some are in favour of, and others opposed. This jump in wages raises many questions and concerns as organizations and individuals try […]

Posted on February 04, 2016 in Call Center Consulting • Customer Satisfaction • Offshoring-Outsourcing

Tags: #callcenter• #cctr• #custexp• #custserv• #Cx• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Outsourcing• Taylor Reach Group

Call Center Outsourcing Industry Trends – Q &A interview with Outsource Consultants President, Corey Kotlarz The call center outsourcing industry is a rapidly changing. Technology and locations are always evolving, which means that it can be hard to keep up with the right information. This interview with Corey Kotlarz, a call center outsourcing industry expert, […]

Posted on January 14, 2015 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Contact center consulting • Contact Centre Ops • Offshoring-Outsourcing • Site Selection • Strategy • Technology • Telecommunications • The Taylor Reach Group • Training • TRG • Turnover

Tags: #BPO• #callcenter• #cctr• #consulting• #contactcenter• #custexp• #telephony• Colin Taylor• Contact Center Consulting• Contact Center Strategy• CSAT• NPS

Well another year is behind and a new fresh unblemished year stands before us. I hope that you had a good year in 2014 and that 2015 brings you all the joy and happiness you wish for. At the intersection of the years it is common for us to both look back on what we […]

Posted on February 15, 2013 in Call Center Management • Call Center Performance • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Offshoring-Outsourcing • Site Selection • Social Media • Strategy • The Taylor Reach Group

Tags: #callcenter• #cctr• #ce• #custserv• #Cx• Call Center Consulting• CEM• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• CSAT• Strategy• Taylor Reach Group

We have just secured a new retail client and we are looking forward to having a positive impact on their call center and customer experience operation. This client joins retailers such as Kohl’s and Aldo for whom we have completed projects. Our retail experience includes more than twenty five engagements running the gamut from operational […]

Posted on February 08, 2013 in Call Center Management • Call Center Performance • Contact Centre Ops • Customer Experience • Gartner • Net Promoter • Offshoring-Outsourcing • Planning • Strategy • The Taylor Reach Group

Tags: #callcenter• #cctr• #custserv• CSAT• hriing• Knowledgebase• NPS• Orbys• Outsource Assessment• Outsourcing• skills and competencies• Training

By Colin Taylor I was on a webinar yesterday and heard that according to Gartner 80 percent of customer service outsourcing projects that are designed to cut costs will fail. Gartner cited many causes including incomplete processes, ill-planned compensation structures and lack of management. This statistic is in line with the Orbys Consulting finding that […]

Posted on November 21, 2012 in Call Center Management • Call Center Performance • Contact Centre Ops • Customer Experience • Customer Experience Management • Customer Satisfaction • Offshoring-Outsourcing • Opinion • Quality • The Taylor Reach Group

Tags: #callcenter• #cctr• #custserv• Colin Taylor• Contact Center Strategy• Costs• CSAT• near-shore• offshore

By Colin Taylor Following the “Customer Experience is the New Marketing” webinar I did last week I received an interesting question…“Have you found that international 3rd party call centers automatically put you into a negative customer experience for US based customers?” How would you have answered this question? We know that research has shown that […]

Posted on November 07, 2012 in Contact Centre Ops • Economic Development • News • Offshoring-Outsourcing • Opinion • The Taylor Reach Group

Tags: #cctr• #custserv• call center closing• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Operational Management• Strategy• Taylor Reach Group

. The Canadian Press Published Wednesday, Nov. 7, 2012 1:43PM EST Another Canadian contact center is closing. This time it is Teleperformance in Cornwall Ontario. While the reasons were not disclosed I would guess it is due to the strength of the Canadian dollar and the relative uncompetitiveness with US locations. CORNWALL, Ont. — It […]

Posted on October 16, 2012 in Facts and Figures • News • Offshoring-Outsourcing • The Taylor Reach Group

Tags: #callcenter• #cctr• #custserv• Colin Taylor• Outsourcing• Taylor Reach Group

I was reading with great interest the latest contact center openings and closings from September. The news is quite encouraging on the whole. With more than 40,000 new jobs created globally and almost half of this number created in the US the outlook is bright. Even in Canada where we have seen a spate of […]