Sales

Posted on March 10, 2020 in Customer Experience • Customer Experience Metrics • Customer Satisfaction • Customer service audit • Customer Support • CXi • Help Desk • Sales • Service Level

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #Cx• Contact Center Strategy

By Patricia Ballantyne Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. You can also obtain a CCXP (Certified Customer Experience Professional) certification, which recognizes professional credentials and expertise in […]

Posted on November 15, 2011 in Call Center Management • Contact Centre Ops • Sales • Strategy • Success • The Taylor Reach Group

Tags: #cctr• #custserv• Colin Taylor• Contact Center Management• Contact Center Strategy• Sales is Service• Snapshotz• Strategy

Sales is Good Service whether you offer a Product or Service, or be a Private or Public Organization By: Colin Taylor & Deepak Selvaratnam All organizations exist because they have a product or service that their customers need, like, use and/or enjoy. Our companies are no different. Our customers like and enjoy our products, services […]

Posted on June 29, 2011 in Call Center Consulting • Call Center Management • Call centre consulting • Customer Satisfaction • Sales • The Taylor Reach Group

Tags: Colin Taylor• Contact Center Strategy• Service to Sales• Strategy

Sales is Good Service All companies exist because they have a product or service that their customers like, use and/or enjoy. Our company is no different. Our customers like and enjoy our products, services and capabilities. Of course not every customer will be happy every moment of the day, but then neither will we. We […]

Posted on May 05, 2011 in Call Center Consulting • Call Center DIY • Call Center Management • Call centre consulting • Contact center consulting • Contact Centre Ops • Outbound • Sales • Technology

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

Outbound Calling, the ugly duckling of call centers or the key to goose your center revenues? By John Cockerill and Colin Taylor We all know the pressures these days to add revenue, become a profit center versus a cost center in the world of call and contact centers. While there is much talk, noise and […]

Posted on January 31, 2011 in Call Center Consulting • Call Center Management • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Sales • The Taylor Reach Group

Tags: Call Center Consulting• Contact Center Consulting• Contact Center Management• Customer Service Consulting• Operational Management• Strategy• Taylor Reach Group

Effectiveness Indicators – Revenue/Call, Sales/Call Turaj Seyrafiaan In the last issue (December 2010), the concept of “Effectiveness Indicators” was discussed and we reviewed a major key indicator in Call Quality and Quality Index. In this issue we tackle another key indicator that represents the effectiveness of the centre – as part of the overall contact […]

Posted on September 16, 2010 in AHT • ASA • Call Center Consulting • Contact Centre Ops • Customer Reach • Customer Satisfaction • FCR • Forecasting- WFM • Lists • Networking • Occupancy • Offshoring-Outsourcing • Opinion • People management • Planning • Purchasing Decisions • Quality • retention • Root Cause Analysis • Sales • Technology • Telecommunications • The Taylor Reach Group • Turnover

Tags: AHT• Alignment• ASA• Attrition• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Costs• Customer Service Consulting• FCR• IVR• Knowledgebase• Leadership• Operational Management• Outsourcing• poor service• Root Cause Analysis• service level• Strategy• Taylor Reach Group• Training• WFM

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: Can you briefly describe the “to do’s” and “not to do’s” when managing a contact center as a part of the customer satisfaction? Answers: One of my matras has […]

Posted on June 20, 2007 in Outbound • Sales

Revenue Model- Profit from Pain One of the biggest challenges facing contact centers today is supporting Managements’ goal to shift the contact center from a cost center to a profit center. This can often be akin to pushing water uphill for Center managers who are under resourced and lack an understanding of the basics associated […]

Posted on June 07, 2007 in Positions • Sales • Technology

From time to time I get asked to assist friends and clients in recruiting staff in call center related activities. This is just such an occasion. The positions below are great opportunities for the right people and have significant upside potential for growth and advancement. If either role is of interest to you send me […]

Posted on May 28, 2007 in Sales

Well it has certainly been a busy spring. In the past six months we at TRG have gone from solely providing call and contact center consulting to managing the consulting practice as well as three other companies. These companies are Teleffective, Inc an outbound B2B tele-sales service provider, Telepoll a data gathering and research company […]

Posted on May 01, 2007 in Sales

One of the biggest challenges facing contact centers today is supporting Managements’ goal to shift the contact center from a cost center to a profit center. This can often be akin to pushing water uphill for Center managers who are under resourced and lack an understanding of the basics associated with up-sell, cross-sell and ‘save’ […]