Planning

Posted on June 05, 2014 in Call Center Management • Call Center Tools • Chat • Customer Experience • Facts and Figures • Planning • Technology

Tags: #callcenter• #chat• #contactcenter• #custserv

The Cost of Chat Compared to Voice in the Contact Contact or Call Center I have been asked this question more than a few times. Often people are looking at implementing chat or webchat in their call or contact center and they need to justify the ROI. In this post we will briefly provide an […]

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 15, 2012 in Chat • Contact Centre Ops • Customer Experience • Customer Experience Management • Customer Satisfaction • Opinion • Planning • Social Media • The Taylor Reach Group

Tags: #callcenter• #cctr• #custserv• Call Center Consulting• Contact Center Management• Operational Management• Strategy

By: J.D. Fairweather There’s gold in them thar hills, or so you would be led to believe by the social media pushers who drive companies to open up their service and support departments to the social stream. While the popularity of this format cannot be denied, I would like to take a minute’s pause from […]

Posted on October 30, 2012 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction • Net Promoter • Planning • Quality • Strategy

Tags: #callcenter• #cctr• #custserv• Alignment• CE Snapshot• CEM• Colin Taylor• Customer Service Consulting• CX Snapshot• Operational Management• Taylor Reach Group

By: Colin Taylor Congratulations to Pete Winemiller, SVP of guest relations for the NBA’s Oklahoma City Thunder, who was named the 2013 Chief Customer Officer (CCO) of the Year, by The Chief Customer Office Council (CCO Council). The award recognized individuals who “improving customer relationships, driving profitable customer behavior, creating a customer-centric culture, and helping […]

Posted on October 16, 2012 in Call Center Management • Call Center Performance • Call Center Tools • Case Study • Contact Centre Ops • Planning

Tags: #callcenter• #cctr• 311• Colin Taylor• Contact Center Management• Leadership• Operational Management• Strategy• Taylor Reach Group

Recently Taylor Reach had the opportunity to tour and talk with Joseph R. Morrisroe of New York’s 311 services. The Call Center, launched in 2003 grew to over 400 staff with full and part-time, now through call and service remodeling has reduced the staff needed to about 280. The center takes about 22 million calls […]

Posted on March 22, 2012 in Call Center Management • Call Center Performance • Call Center Tools • Contact Centre Ops • Customer Experience • Customer Satisfaction • Opinion • Planning • Strategy • Technology

Tags: #callcenterDIY• #custserv• chat• Contact Center Management• Contact Center Strategy• email• Strategy• Taylor Reach Group• web forms

Just uploaded a new video to our YouTube channel on optimizing your website as a Call Center and customer support tool. Check out the video here

Posted on March 20, 2012 in Call Center Management • Call Center Performance • Call Center Tools • Contact Centre Ops • Customer Experience • Facts and Figures • Opinion • Planning • Strategy • Technology

Tags: #callcenterDIY• #cctr• #custserv• Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Experience• Customer Service Consulting• Operational Management• Research• Strategy• Taylor Reach Group

By: Colin Taylor Recent research by Forrester has shown that 72% of customers prefer to visit your web site and serve themselves when they have a customer service issue. This is a large percentage and is disconnected from the perceptions of most organizations related to the activity in their contact center. This figure clearly points […]

Posted on March 08, 2012 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Contact center consulting • Contact Centre Ops • Opinion • Planning • Strategy • The Taylor Reach Group

Tags: #callcenter• #callcenterDIY• #cctr• #custserv• Call Center Assessment• Call Center Audit• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Operational Management• Strategy• Taylor Reach Group

By: Colin Taylor If I asked you today is the top things you could do to improve the operation of your call center, you would probably have a pretty good idea. That is because you are responsible for the center operation and you live and breathe it each and every day. Now if I asked […]

Posted on February 13, 2012 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Contact center consulting • Customer Experience • Planning • Research • Strategy • The Taylor Reach Group

Tags: #cctr• #custserv• Alignment• Call Center Assessment• Call Center Audit• Call Center Consulting• Colin Taylor• Contact Center Management• Contact Center Strategy• Customer Experience• Research• Snapshotz• Taylor Reach Group

One of the great benefits of the Snapshotz call center audit tool is the insight that can be gained into the operation of not only your center, but also to the broader community that has deployed Snapshotz. To date more than 600 call center globally have utilized Snapshotz to audit their call and contact centers […]

Posted on February 02, 2012 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center DIY • Call Center Tools • Call centre consulting • Contact Centre Ops • Planning • TRG

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

We are already 1 month into the new year and how is your call center performing, really? Are you achieving your goals? How do your metrics and KPI’s compare to your peer centers? Do you know? What if you had a one time opportunity to invest $50,000 in your call center, would you know where […]