Chat in the Contact Center – an Expert Panel Weighs in – Part 1/3
You may or may not have reviewed Comm100’s 2016 Livechat Benchmark Report. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. This discussion examines chat in the Contact Center, highlights the many advantages of Live Chat, presents some caveats and looks to the future […]Read more
CX Health Check – Free for limited time
Don’t miss this limited time offer to access and optimize the CX delivered in your contact centers’.The Taylor Reach Group, Inc., offers a number of CX focused services catered towards optimizing the customer experience in the contact center. And today, for a limited time only, Taylor Reach is offering one of these services free to […]Read more
Auditing, Made Easy.
Posted on August 24, 2016 in Agent Experience • Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Customer Experience Management • Customer Experience Metrics • Facts and Figures • Metrics • Opportunity • People management • Service Level • Strategy • Technology • The Taylor Reach Group
Operational Efficiency, Excellence and Best Practice improvements can only be achieved once the opportunities have been identified. The reality is however, that due to the ever changing world of technology, communications and the customers themselves, the metrics that reveal the opportunities are constantly changing and adapting to new innovations, fads and management concepts. When in truth Operational […]Read more
Pay it Forward Friday
Tags: #callcenter• #callcenterDIY• #cctr• #custserv• #PIF-F• Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Experience• Customer Service Consulting• Taylor Reach Group
We are all busy and we all struggle to improve our own lives and that of those around us. But we also know at some intuitive level that helping people by doing good helps us to live a better life and feel better about ourselves. Can we help others by ‘paying it forward’, knowing that […]Read more
How Does Your Call Center Rate? – Find Out Now!
Posted on April 10, 2012 in Call Center Assessment • Call Center Audit • Call Center DIY • Call Center Management • Call Center Performance • Call Center Tools • Contact Centre Ops • Customer Experience • Customer Satisfaction • Opportunity • Strategy
Tags: #callcenterDIY• #cctr• #custserv• Alignment• Call Center Assessment• Call Center Audit• Colin Taylor• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Leadership• Operational Management• Snapshotz• Strategy• Taylor Reach Group
The Snapshotz Online comparator is designed to serve as a guide for contact center management to get a view quick view of where their center sits vis-à-vis other centers in the same vertical worldwide. The comparator is drawn from data across the 400 plus centers that use Snapshotz as an audit and benchmarking tool. Snapshotz […]Read more
Snapshotz February Newsletter
Tags: #callcenterDIY• #cctr• #custserv• Call Center Assessment• Call Center Audit• Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Leadership• Operational Management• Research
With much more of 2012 to go, the February issue of ‘Download’ is packed with valuable information enable you to drive the year forward! Megatrends for 2012: Contributions from Rod Jones an industry veteran of 35 years and our partner in South Africa A white paper published by the Contact Center Pipeline on […]Read more
How Does Your Call Center Rate?
Posted on May 23, 2011 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Tools • Call centre consulting • Customer Experience • Customer Satisfaction • Opportunity • Strategy • Success
Call center audits or assessments generally cost $30,000 to $50,000 or more. Today the Taylor Reach Group has partnered with Customer Audit Services to deliver the first and only SaaS based audit services called Snapshotz. More than 500 companies across all verticals have deployed Snapshotz and now you can to. Measure your call center across […]Read more
Effectiveness Indicators – First Call Resolution, Calls / Resolved
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 […]Read more
The Help or Helpless Desk?
A new study, “Help Desk Efficiency Report 2010,” from 1E, a software/services company found a remarkable number dysfunctions in the Help Desk of the 1,000 plus IT professionals who participated in the study. These challenges include: * 44% of users feel that ordering software from their Help Desk is inefficient and time consuming, * 2/3 […]Read more
The evolution of a Business Process Outsourcer
By Colin Taylor As many of our regular readers will know I have been in this business for more than a few years, having started by selling magazine subscriptions through outbound calling for a Toronto based Service Agency in 1976. The industry has changed significantly since this time. The essence of the services being delivered […]Read more