Research

Posted on November 10, 2011 in Call Center DIY • Call Center Management • Customer Experience • Customer Satisfaction • Facts and Figures • Planning • Research • Self Service • Strategy • Technology • The Taylor Reach Group

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

Self Service – Of Cents & Sensibility Part 1 By: Colin Taylor A 1% improvement in customer satisfaction in utilities is worth 4.6% in market value growth so says Claes Fornell of the University of Michigan, producers of the American Customer Satisfaction Index. So if good service pays such high dividends: why is there so […]

Posted on October 11, 2011 in Customer Experience • Customer Satisfaction • News • Research

Tags: Customer Experience• Research

Consumers believe service on the way down A new study has found that more than half of Australians believe customer service levels have declined in the past five years. The study by consultancy AMR and customer feedback platform Feedback ASAP, is based on a survey of 521 Australian consumers. According to the report, 58.5% of […]

Posted on September 14, 2011 in Call Center Assessment • Call Center Audit • 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 • Research • Strategy

Tags: Call Center Assessment• Call Center Audit• Call Center Consulting• CEM• Contact Center Management• Contact Center Strategy• Leadership• Root Cause Analysis• Snapshotz• Strategy• Taylor Reach Group

Snapshotz Download The Snapshotz Online Update August 2011 A Snapshotz of August: Conversations and contributions from International contact centre figures A Snapshotz of August: Technology trends in a nutshell, knowledge and skills for the modern contact centre manager, Industry voices and positive health in the contact centre, why customer service is viewed in parts and […]

Posted on September 01, 2011 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Tools • Contact Centre Ops • Customer Experience • Customer Satisfaction • Planning • Research • Strategy • Technology

Tags: Alignment• Call Center Assessment• Call Center Audit• Call Center Consulting• Case Study• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Costs• FCR• Leadership• Operational Management• Research• Snapshotz• Strategy• Taylor Reach Group

Can Snapshotz deliver $ savings in the public sector? This public sector organization employing 55 agents conducted a review of their centre using the Snapshotz Online tool and support from Customer Services Audit. Initially not expecting to find anything new as multiple databases and an archaic CRM tool were big bugbears. However it was decided […]

Posted on July 26, 2011 in AHT • ASA • Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Tools • Call centre consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Education • FCR • Forecasting- WFM • Newsletters • Occupancy • People management • Quality • Research • Strategy • Technology • Telecommunications • The Taylor Reach Group • Turnover

Tags: AHT• ASA• Attrition• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Strategy• Costs• Customer Service Consulting• FCR• Leadership• Operational Management• service level• Snapshotz• Strategy• Taylor Reach Group• Telefloral

Floral distributor executive wins Snapshotz call centre audit draw The winner of a draw held in Toronto for free usage of the Snapshotz call centre audit tool is Amas Tenumah, Vice-President, Operations for Teleflora, a floral distribution network. Tenrmah receives a single-user license for Snapshotz that will be applied in the Teleflora Oklahoma City call […]

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 17, 2011 in AHT • ASA • Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Education • Facts and Figures • FCR • Forecasting- WFM • News • Occupancy • Outbound • People management • Planning • Quality • Research

Tags: AHT• ASA• Attrition• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• FCR• Operational Management• Outbound Calling• Research• service level• Social Media• Strategy• Taylor Reach Group• WFM

“The US Contact Center Decision-Makers’ Guide, 2011”, the major annual report studying the performance, operations, technology and HR aspects of US contact center operations, is now available for download, free of charge. A detailed structured questionnaire was asked to hundreds of contact center managers and directors, and the result is the 4th edition of the […]

Posted on November 29, 2010 in Contact Centre Ops • Help Desk • News • Opportunity • People management • Research

Tags: Call Center Consulting• Contact Center Consulting• Help Desk• Operational Management

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 […]

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 […]

Posted on September 21, 2010 in Call Center Consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Opinion • Planning • Quality • Research • Strategy • Telecommunications

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

By: Colin Taylor This is the second in a series of posts focusing on delivering the Customer Experience in call centers. The first installment is located here Before starting to architect the Customer Experience, let’s start by defining it The key elements of any Customer Experience related to the contact center has to include: 1. […]