Site Selection
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Press Release: Financial Management Firm Contracts Taylor Reach for New Contact Center Site Selection
Posted on February 15, 2019 in Call Center Consulting • Call centre consulting • Contact Center • Contact center consulting • Financial Services • Site Selection
Leading contact center and customer experience consultancy, The Taylor Reach Group, Inc., has announced that it has been contracted to perform site selection services for a new contact center for a world-leading financial management firm. The client, serving millions of customers internationally with services ranging from personal and business insurance to asset management is […]
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7 Reasons You Need a Consultant when Looking for a New Contact Center Site
Posted on July 04, 2018 in Call Center Management • Contact center consulting • Hiring a call center consultant • Insourcing • Offshoring-Outsourcing • Opinion • Site Selection • Strategy • Success • Tax Refund • Taxes
Tags: #cctr• #custserv• call center location• call center site• Colin Taylor• contact center location• contact center site• Contact Center Strategy• Costs• Grants• Job creation• Research• site selection• Taylor Reach Group
By: Colin Taylor Why would you want to retain a consultant? Common wisdom would have it that all they do is “borrow your watch and tell you the time”. What can a consultant really bring to the table that can assist your center and your organization when you a looking at moving or establishing a […]
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14 Questions you Need to ask when Considering Call Center Consolidation
Posted on May 11, 2018 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Site Selection • Strategy
Tags: #callcenterDIY• #cctr• #custserv• Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• Taylor Reach Group
By: Colin Taylor Consolidating Contact Centers Organizations today look across their customer-facing organization and see a cluster of Call Center or Contact Center activities: sales, technical support, customer service, returns, billing, collections etc. These Call Centers can exist in a company’s divisions or operating companies. Even small and medium-sized businesses can find that they have […]
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Site Selection for Your Contact Center
Posted on May 10, 2018 in Call Center Consulting • Planning • Purchasing • Purchasing Decisions • Site Selection
By: Colin Taylor, CEO & Chief Chaos Officer Finding the near perfect place to put your new Call Center or Contact Center can be a daunting task. It becomes far less onerous with a well thought out plan that embraces all the factors affecting your decision. In this post, I am going to explain what […]
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How Ontario Minimum Wage Increases Will Impact Contact Centres
Posted on June 05, 2017 in Contact Center • Facts and Figures • Offshoring-Outsourcing • Ontario Minimum Wage • Opinion • Site Selection
By: Colin Taylor, John Cockerill, Garry Schultz, Turaj Seyrafiaan and David BradshawAs many of you have heard, Ontario has announced a minimum wage increase to $15/per hour. This topic has been very controversial as some are in favour of, and others opposed. This jump in wages raises many questions and concerns as organizations and individuals try […]
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5 Reasons New Call Centers Fail
Posted on July 11, 2016 in Call Center Consulting • Call Center DIY • Call Center Management • Customer Experience • Customer Satisfaction • New Call Center • Site Selection • Technology • Turnover
Tags: #callcenter• #callcentre• #cctr• #custserv• #Cx• Building a call center• Building a contact center• Call Center Consulting• New call center• new contact center• Operational Management• starting a call center
5 Reasons New Call Centers FailBy: Colin TaylorThere can be many reasons for an organization to decide it is time to create a call center or contact center. Perhaps organic growth, a new product, service or acquisition is resulting in calls swamping the switchboard, or customers are tracking down the administrative offices to trace an […]
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Eliminating Poor Customer Service
Posted on January 14, 2015 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Contact center consulting • Contact Centre Ops • Offshoring-Outsourcing • Site Selection • Strategy • Technology • Telecommunications • The Taylor Reach Group • Training • TRG • Turnover
Tags: #BPO• #callcenter• #cctr• #consulting• #contactcenter• #custexp• #telephony• Colin Taylor• Contact Center Consulting• Contact Center Strategy• CSAT• NPS
Well another year is behind and a new fresh unblemished year stands before us. I hope that you had a good year in 2014 and that 2015 brings you all the joy and happiness you wish for. At the intersection of the years it is common for us to both look back on what we […]
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Taylor Reach- Call Center & Customer Experience Consulting Firm Secures New Retail Client
Posted on February 15, 2013 in Call Center Management • Call Center Performance • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Offshoring-Outsourcing • Site Selection • Social Media • Strategy • The Taylor Reach Group
Tags: #callcenter• #cctr• #ce• #custserv• #Cx• Call Center Consulting• CEM• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• CSAT• Strategy• Taylor Reach Group
We have just secured a new retail client and we are looking forward to having a positive impact on their call center and customer experience operation. This client joins retailers such as Kohl’s and Aldo for whom we have completed projects. Our retail experience includes more than twenty five engagements running the gamut from operational […]
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Over 500 lost jobs in a week – Evidence the Canadian dollar has Changed Call Center Location Math
Posted on September 09, 2012 in Incentives • News • Offshoring-Outsourcing • Opinion • Site Selection
Tags: #callcenter• #cctr• #custserv• call center jobs
Last week TeleTech announced they were laying off 216 people at its Halifax call centre, which received almost $12 million dollars in job creation grants a decade ago. Marriott also announced last week that they are closing their Fredericton NB centre, laying off 260 staff. Both of these announcements reflect the impact of the change […]
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Canadian Call Centre Growth
Posted on May 09, 2012 in News • Site Selection
Tags: #callcenterDIY• #cctr• #custserv• Call Center Consulting• Colin Taylor• Contact Center Management• Strategy
And this just in a A Cheektowaga company plans to hire 40 workers for a new call center in Fort Erie.Northstar Location Services Inc. will open its first Canadian operation on June 1 at the Crossroads Travel Centre, according to the Niagara Falls Review. New call centres were announced recently by Wipro who is building […]
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