Research

Posted on September 20, 2010 in Call Center Consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Opinion • Planning • Quality • Research • Strategy • Telecommunications • The Taylor Reach Group

Tags: Alignment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Experience• Customer Service Consulting• Leadership• Operational Management• Outsourced Quality Listening• Research• Strategy

Like culture, all companies deliver a Customer Experience. Also like culture, it isn’t always what the company intended. It is often a poor customer experience. Does your company deliver the promised customer experience? Do you have a document outlining what the Customer Experience is supposed to be?, No, Thats not surprising, few companies do. And […]

Posted on September 13, 2010 in Call Center Consulting • Contact Centre Ops • Customer Satisfaction • Facts and Figures • Offshoring-Outsourcing • Opinion • People management • Planning • Research • The Taylor Reach Group

Tags: Call Center Consulting• Colin Taylor• Conference• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Offshoring• Operational Management• Outsourcing• Strategy• Taylor Reach Group• Turkey

We recently were asked this question by Call Center Life, a magazine serving the Turkish call center industry and wanted to share this content here Question – What is the role of contact centers in customer satisfaction? Colin Taylor – Contact and call centers are the primary conduit through which companies and increasingly everyone else […]

Posted on November 24, 2009 in Contact Centre Ops • Customer Satisfaction • News • Newsletters • Offshoring-Outsourcing • Quality • Research • Strategy

In the November 2009 issue: Beware my Son the Consultant– Is everyone a Consultant? – By Colin Taylor Tribal Engagement: Redefining Customer Engagement – By Joe Tawfik Inside TRG – TRG adds ContactCenterWorld.com news feed to website Case Study – In this regular column we review the successes that TRG is part of – Assisted a Major […]

Posted on January 01, 2009 in Purchasing • Research

Tags: Add new tag• test

The following is a discussion paper published by TRG December 18, 2007 There are a number of sources where call and contact center operators can gain insight into the offerings of contact center telephony vendors. The majority of these are provided or sponsored by the vendors and as such are suspect to greater or lesser […]

Posted on December 17, 2007 in Gartner • Research • Technology

The Challenges in Employing Research Reports to Make Purchase Decisions There are a number of sources where call and contact center operators can gain insight into the offerings of contact center telephony vendors. The majority of these are provided or sponsored by the vendors and as such are suspect to greater or lesser degrees. There […]

Posted on February 18, 2007 in Customer Satisfaction • Quality • Research

Monitoring call and contact center agents is a central and key activity within any call or contact center. Of this is the primary means to ensure that an acceptable level of service is being provided to the company’s’ customers. This process validates the hiring and training process and often acts as a mini-performance review for […]

Posted on January 05, 2007 in Google • LinkedIn • Networking • Opinion • Research

Just found a great new tool for research, networking and knowledge sharing…LinkedIn Answers. This is the latest add on to the LinkedIn networking site. Answers has been up for a couple of weeks and in the past few days I have gotten great value out of it. If you are not yet on LinkedIn go […]