Research

Posted on June 05, 2020 in Agent Experience • Best Practices • Call Center Management • Contact Center • Contact Centre Ops • Forecasting- WFM • Outsourcing • People management • Research • WFH • WFM

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #Cx• call center• Colin Taylor• Contact Center Management• COVID-19• Operational Management• WFH• WFM• work from home

By Colin Taylor Roughly three months into the COVID-19 shutdown, there has been a lot of discussion around what COVID-19 has done to our society, our economy, our elderly and; if you live in my little corner of the world; our customer experiences and contact centers. Contact centers for many organizations could not stop operating, […]

Posted on August 28, 2017 in Agent Experience • Call Center Management • Call Center Performance • Call Center Tools • Facts and Figures • Research

By: Peter Elliot Many modern organizations are knowledge centered. Where would your business be without knowledge of your products and processes spread across all the departments who need it? Effective knowledge management across an enterprise can lead to improved efficiency and satisfied customers. Many organizations seek to manage their knowledge by consolidating it where possible […]

Posted on December 10, 2012 in Call Center Management • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction • Net Promoter • Research • retention • Strategy • The Taylor Reach Group

Tags: #callcenter• #cex• #custserv• #Cx• CEM• Colin Taylor• Contact Center Strategy• CSAT• Customer Experience• Research• Taylor Reach Group

The recent release of the CX Snapshot Report on Financial Service contact centers provided insight into the challenges that many of these organizations face related to securing new customers. Acquisition calls were placed to the call centers to secure new credit cards should be a fairly straight forward process yet this isn’t always the case. […]

Posted on December 07, 2012 in Call Center Assessment • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction • Financial Services • Net Promoter • Quality • Research • Strategy • The Taylor Reach Group

Tags: #cctr• #custserv• #Cx• CEM• Contact Center Strategy• Research

Failure to Forge an Emotional Connection Restricts Financial Services Sales Potential Toronto – ON (PRWEB) December 06, 2012 The Taylor Reach Group, Inc. (Taylor Reach) and Contextual Strategy Group, LLC (CSG) announced today the release of a CX Snapshot℠ report on Financial Services call centers. Taylor Reach and CSG completed calls employing an ‘acquisition scenario’ […]

Posted on September 26, 2012 in Call Center Performance • Customer Experience • Customer Satisfaction • News • Research

Tags: #callcenter• #cctr• #custserv• Contact Center Management• Contact Center Strategy• CSAT• Customer Experience• poor service• Research

Recent American Express Global Customer Service Barometer research has found that Canadians are fed up with poor Customer Service: Of 1,003 Canadians 18+ who responded to a customer service survey: 32 per cent said customer service is getting worse. 39 per cent hung up the phone on a customer service representative. 21 per cent stormed […]

Posted on February 27, 2012 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Contact Centre Ops • Opportunity • Research

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 […]

Posted on February 14, 2012 in Call Center Assessment • Call Center Audit • Research • Strategy

Tags: #cctr• #custserv• Call Center Assessment• Call Center Audit

You can’t manage what you can’t or don’t measure. A call center audit can provide great insights into how the center is actually operating, which maybe different than how it is expected to operate. In this webinar we examine the call centers alignment to business goals and objectives employing real-world results from more than 600 […]

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 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 January 11, 2012 in Call Center Management • Customer Experience • Customer Satisfaction • Legislation • Research • Social Media

Tags: #cctr• Call Center Consulting• Contact Center Management• Contact Center Strategy• CSAT• Customer Experience• Customer Service Consulting• Research• Strategy

Below are some of our favorite blogs and posts on call centers, customer service, and customer experience. Hope you enjoy reading them as well. Let us know your thoughts comments and suggestions- we appreciate the feedback Alaska Airlines ranks high with WSJ TheNewsTribune.com The Wall Street Journal’s Middle Seat blog is out with its 2011 […]