Site Selection

Posted on June 05, 2017 in Contact Center • Facts and Figures • Offshoring-Outsourcing • Ontario Minimum Wage • Opinion • Site Selection

How Ontario Minimum Wage Increases Will Impact Contact Centres By: Colin Taylor, John Cockerill, Garry Schultz, Turaj Seyrafiaan and David Bradshaw As 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 […]

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 Fail By: Colin Taylor There 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 […]

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 […]

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 […]

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 […]

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 […]

Posted on April 11, 2012 in Call Center Consulting • Economic Development • Facts and Figures • News • Offshoring-Outsourcing • Site Selection

Tags: #cctr• #custserv• call center closing• Call Center Consulting• call center news• call center openings• Canadian call centres• Colin Taylor• Contact Center Management• Taylor Reach Group

The month of April saw the US call center industry actually contract by approx 675 jobs after months of positive growth. The net reduction was cited in the April 2012 Call Center Openings & Expansions Report, published by the Site Selection Group. Based on major announcements of openings expansions and closings the report saw global […]

Posted on April 09, 2012 in ACM • AHT • ASA • Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center DIY • Call center Humor • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Case Study • Chat • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Reach • Customer Satisfaction • Employee Engagement • Facts and Figures • FCR • Forecasting • Forecasting- WFM • Hiring a call center consultant • Insourcing • Net Promoter • News • Occupancy • Opinion • Research • rewards/recognition • Root Cause Analysis • Self Service • Site Selection • Strategy • The Taylor Reach Group

Is Your Website a Call Center Tool? Millennial Myths & The Call Center, News, Views and “How to’s” In This Issue Is Your Website is a Call Center Tool? Millennial Myths & the Call Center By Colin Taylor Coming Events Call Center Wishes Can Come True…No Genie Required Trends for 2012 from Snapshotz & Customer […]

Posted on February 27, 2012 in Call Center Management • Contact Centre Ops • News • Offshoring-Outsourcing • Site Selection

Tags: #callcenterDIY• #cctr• #custserv• Contact Center Management• Contact Center Strategy• Costs• Outsourcing• Philippines• Sault Ste Marie• Transcom

In addition to the closure of their St Catherines Ontario call centre announced earlier this month Transcom has now announced its intention to close its Sault Ste Marie, Ontario call centre. At the same time Transcom is expanding its operations in two centres in the Philippines. The company says that these events are unrelated and […]

Posted on February 15, 2012 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 Organizations today look across their customer facing organization and see cluster of call center activities: sales, technical support, customer service, returns, billing, collections etc. These call centers can exist in a companies divisions or operating companies. Even small and medium sized businesses can find that they have five or more call centers […]