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Opinion

  • Butterfly Effect

    Posted on March 31, 2008 in Opinion

    I was speaking at Reinventing Call Center Management in Toronto last week and describing Chaos theory (otherwise known as the butterfly effect). “CHAOS theory- a butterfly flaps its wings in marketing and the call center has problems. We are all familiar with this occurrence though few realize it originated in call centres. Marketing (or Sales) […]

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  • Is a Stronger Dollar a good idea?

    Posted on December 21, 2007 in Opinion

    The Canadian dollar has been on a rollercoaster of late, rising steadily from sub $0.70 cents US to an unprecedented $1.10 US. We’ve all heard about the new found purchasing power of the ‘Loonie’; and seen the lines at border crossings increase dramatically as shoppers rushed off to Buffalo to spend their new found wealth. […]

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  • Dumb Outsourcing Mistakes Bright Contact Center Executives Make

    Posted on December 10, 2007 in Offshoring-OutsourcingOpinion

    Dumb Outsourcing Mistakes Bright Contact Center Executives Make We recently wrote an article outlining ‘Ten dumb things, bright contact enter mangers do’ and we were surprised by the response from readers and by the number of downloads and forwards we received. So we decided to follow up the general contact center management, with some more […]

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  • The Trouble with Consultants…and Clients

    Posted on November 25, 2007 in Opinion

    There is an old adage that a consultant is someone who borrows your watch and tells you what time it is. Some times this is truer than we would like it to be. The reasons for an organization to employ a consultant are many and include:1-Need for specialized knowledge not available within the organization,2-Desire to […]

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  • Help when you need it

    Posted on November 21, 2007 in Opinion

    In conversation recently with a client, they remarked at how wonderful it was to be able to rely on TRG as a sounding board when reviewing and discussing contact center results and trends . This got us thinking that perhaps this would be a service that would be appealing to other organizations. What if you […]

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  • New Issue Customer Reach

    Posted on October 01, 2007 in Customer SatisfactionOpinionQualitySite SelectionTechnology

    The October issue of Customer Reach is now available. https://thetaylorreachgroup.com/newsletters/200710_Newsletter.pdf In this months issue we examine ‘Ten dunb things that Bright Contact Center Executives Do’, this is a cautionary tale, that reminds us of just how easy it is to lose focus. We also take a look at ‘Contact Center Site Selection’ with labor markets […]

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  • Ten dumb things smart Contact Center Executives Do

    Posted on October 01, 2007 in Opinion

    There are a lot of smart, very smart individuals managing and directing call and contact centers today. Yet, these bright, bright people still manage from time to time to do things that defy understanding. This is my top ten list of really dumb things that smart call and contact center executives do. If you have […]

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  • Site Selection for your Contact Center

    Posted on September 22, 2007 in Customer SatisfactionOffshoring-OutsourcingOpinionPositionsSite Selection

    Site Selection for your Contact Center The boss has just asked you to head up the search for a new location for your contact center. You are flattered by the confidence that the boss has in you, you are confident that you can accomplish this task, just as soon as you figure out what to […]

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  • 10 Dumb Things Smart Contact Center Executives Do

    Posted on September 11, 2007 in Customer SatisfactionOpinionTechnology

    Ten dumb things smart Contact Center Executives Do There are a lot of smart, very smart individuals managing and directing call and contact centers today. Yet, these bright, bright people still manage from time to time to do things that defy understanding. This is my top ten list of really dumb things that smart call […]

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  • Help Desks…so why can’t we get help?

    Posted on April 01, 2007 in Opinion

    So why it is that today the helpdesk is derided almost universally, by the people they are there to help? Why that is the help desk has been renamed in many organizations as the ‘helpless desk’. Is the culprit the design of the help desk, the management, the tools deployed or is just that the […]

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