Opinion

Posted on January 18, 2012 in Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Emergency • News • Opinion • Strategy

Tags: #callcenter• #cctr• #custserv• #zappos• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Leadership• Operational Management• Strategy• Taylor Reach Group

I am not sure if you saw this news story. Zappos got hacked on the weekend and data related to 24 million customer was exposed in whole or in part, see the story below. The most interesting thing about this event from my perspective was the last line in the article which states that due […]

Posted on January 17, 2012 in Call Center Consulting • Call Center Management • Call Center Performance • Contact Centre Ops • Customer Experience • Customer Satisfaction • News • Opinion

Below are some of our favorite blogs and posts on call centers, customer service, and customer experience that we have come across in the past few days. Hope you enjoy reading them as well. Let us know your thoughts comments and suggestions- we appreciate the feedback. Customer service needs friendly return Delaware News Imagine how […]

Posted on January 12, 2012 in Economic Development • Incentives • Opinion • Research • Site Selection • Strategy • Tax Refund • Taxes

Tags: #callcenterDIY• #cctr• #custserv• Call Center Consulting• Colin Taylor• Contact Center Strategy• Operational Management• Research

Just read the Site Selection Groups’ Economic Incentives market Report for December 2011 and it became very clear to me that incentives can still be a significant inducement to business locations and drive localized economic development. The December reports references 186 projects garnering incentives of more than $750 million. The largest project listed is a […]

Posted on November 08, 2011 in Call Center Consulting • Call Center DIY • Call centre consulting • Contact center consulting • Contact Centre Ops • Opinion • People management • Quality • Strategy • Success • The Taylor Reach Group

Tags: #callcenterDIY• #cctr• #custserv• #fiveideas• Call Center Consulting• Colin Taylor• Contact Center Management• Outsourced Quality Listening• Research

By: Colin Taylor Last week I asked for your help – I wanted to find out the topics that resonate with you the call or contact center operator. I promised that once you voted for your favorite I would write the article post. Well you did your part and I did mine, you can read […]

Posted on March 02, 2011 in Call Center Consulting • Call Center Management • Call centre consulting • Contact Centre Ops • FCR • Opinion • Opportunity • Planning • Strategy

Tags: Call Center Consulting• Contact Center Consulting• Contact Center Management• Customer Service Consulting• FCR• Operational Management• Taylor Reach Group

Effectiveness Indicators – First Call Resolution, Calls / Resolved Turaj Seyrafiaan In the recent years, First Call Resolution (FCR) has become a buzz word in the contact center industry! Everyone is talking about it and it appears that everyone is working on improving the results in their center. Everyone agrees that this is an important […]

Posted on February 04, 2011 in Call Center Consulting • Call Center Management • Call centre consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Facts and Figures • FCR • News • Opinion • Planning • Research • Strategy • The Taylor Reach Group

Tags: Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Strategy• Customer Service Consulting• Operational Management• Strategy

“Simplify, simplify”, said David Thoreau and that is good advice for today’s call center and contact center operator. In our call center consulting practice we have seen many organizations that added too much complexity into the process that created barriers and obstacles for customers to overcome.

Posted on January 18, 2011 in Call Center Consulting • Call centre consulting • Case Study • Contact center consulting • Contact Centre Ops • Customer Experience • Opinion • Quality • retention • Strategy • The Taylor Reach Group

Tags: Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Leadership• Outsourced Quality Listening• poor service• Root Cause Analysis• Taylor Reach Group

While working on a call center consulting engagement with one of the largest garbage companies in the country we encountered what was likely the most difficult customer I have ever experienced. We were working in a mid- sized call center and discussing their customers. The company serviced urban, suburban and rural customers in the city […]

Posted on December 29, 2010 in Call Center Consulting • Call Center Management • Call centre consulting • Customer Experience • Opinion • Quality • Social Media • Strategy • Twitter

Tags: Call Center Consulting• Contact Center Consulting• Contact Center Management• poor service• Seth Godin• Social Media• Strategy• Taylor Reach Group• Toyota• Twitter• Website design

I like to think of myself as having patience, though it has been said that I don’t always suffer fools well. I was having a happy retail experience, well at least as happy as one can have when you leave $1200 with the dealer. I did need new front brakes, so all in all I […]

Posted on November 05, 2010 in Call Center Consulting • Call centre consulting • Customer Experience • Customer Reach • Education • Opinion • Social Media • The Taylor Reach Group

Tags: Call Center Consulting• Conference• Contact Center Consulting• Leadership• Operational Management• Social Media• Strategy• Taylor Reach Group

Interview with Amas Tenumah of Teleflora discussing Call Center trends, the return of CRM and the role and capabilities of Social Media. Watch the video here

Posted on September 22, 2010 in Call Center Consulting • Call centre consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Education • Opinion • Quality • Research • Strategy

Tags: Alignment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Strategy• Customer Service Consulting• Leadership• Operational Management• Strategy• Taylor Reach Group

In our call center consulting practice we often assist call centers understand and rationaize their Customer Experience strategy. This includes aligning the call center operational model with the desired Customer Experience. In this third article in our Customer Experience (click to view Part 1 and Part 2 )and the Call Center series we examine how […]