Social Media

Posted on November 27, 2016 in Customer Satisfaction • People management • Social Media • Twitter

By Garry Schultz Expecting Social Media channels to serve up bona fide truth is like using an Easy Bake Oven to cook the Thanksgiving Turkey. The result may not be what was hoped for. Close neighbors just held an election where Truth took a severe beating & was left, bloodied, in the gutter. Facebook users […]

Posted on June 13, 2016 in Call Center Assessment • Call Center Performance • Call Center Tools • Customer Experience Management • Customer Experience Metrics • Forecasting • Metrics • Social Media • Strategy • Success

Written by: Peter Elliot             Well, it all depends what you mean by ‘read’. Such a small word that implies so much based upon context. If you told me you read this article, it means you understood it. When a machine ‘reads’ a file, it typically means load and scan. […]

Posted on October 17, 2013 in Contact Centre Ops • Customer Experience • Social Media • Technology • Twitter

Tags: #callcenter• #cctr

“Customer service starts where customer experience fails.” Chris Zane, Zanes Cycles One of our friends Bill Jelen (Mr. Excel) recently forwarded an account of his efforts to get cable service for his father. Obvious Time Warner attempted to improve customer service and experience which has gone, well, wrong. Here in Bills own words: Our local cable […]

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 November 27, 2012 in Call Center Audit • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Management • Customer Reach • Net Promoter • Opinion • Seminars • Social Media • Strategy • The Taylor Reach Group

Tags: #callcenter• #cctr• #custserv• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Consulting• CSAT• Customer Experience• Leadership• Operational Management• Social Media• Taylor Reach Group

Volume 9, Issue 9 November 2012 ISSN 1718-8938 ———————————————————————————————————————————————– Social Media for Customer Service: Gold or Fool’s Gold? By: J.D. Fairweather There’s gold in them thar hills, or so you would be led to believe by the social media pushers who drive companies to open up their service and support departments to the social stream. […]

Posted on November 15, 2012 in Chat • Contact Centre Ops • Customer Experience • Customer Experience Management • Customer Satisfaction • Opinion • Planning • Social Media • The Taylor Reach Group

Tags: #callcenter• #cctr• #custserv• Call Center Consulting• Contact Center Management• Operational Management• Strategy

By: J.D. Fairweather There’s gold in them thar hills, or so you would be led to believe by the social media pushers who drive companies to open up their service and support departments to the social stream. While the popularity of this format cannot be denied, I would like to take a minute’s pause from […]

Posted on January 11, 2012 in Call Center Management • Customer Experience • Customer Satisfaction • Legislation • Research • Social Media

Tags: #cctr• Call Center Consulting• Contact Center Management• Contact Center Strategy• CSAT• Customer Experience• Customer Service Consulting• Research• Strategy

Below are some of our favorite blogs and posts on call centers, customer service, and customer experience. Hope you enjoy reading them as well. Let us know your thoughts comments and suggestions- we appreciate the feedback Alaska Airlines ranks high with WSJ TheNewsTribune.com The Wall Street Journal’s Middle Seat blog is out with its 2011 […]

Posted on January 12, 2011 in Call Center Consulting • Call Center Management • Call centre consulting • Contact Centre Ops • Customer Reach • Social Media • Strategy

Tags: Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Leadership• Social Media• Taylor Reach Group

Colin Taylor will be at theCall Center Summit in Orlando Jan 24 – 27th and is looking for call center operators and practioners who would like to be interviewed. The interviews will be approximately 10 minutes in length and will focus on call center trends, challenges faced in call center operations, social media and its […]

Posted on December 29, 2010 in Call Center Consulting • Call Center Management • Call centre consulting • Customer Experience • Opinion • Quality • Social Media • Strategy • Twitter

Tags: Call Center Consulting• Contact Center Consulting• Contact Center Management• poor service• Seth Godin• Social Media• Strategy• Taylor Reach Group• Toyota• Twitter• Website design

I like to think of myself as having patience, though it has been said that I don’t always suffer fools well. I was having a happy retail experience, well at least as happy as one can have when you leave $1200 with the dealer. I did need new front brakes, so all in all I […]

Posted on December 03, 2010 in Call Center Consulting • Call centre consulting • Contact Centre Ops • Customer Experience • Networking • Social Media • Strategy • The Taylor Reach Group

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

In this Talking Call Centers video Milan discusses trends in the call and contact center industry that are impacting on Unity Health with John Cockerill, senior all center consultant and President of Taylor Reach. Other topics discussed include: specific challenges the organization is facing, their approaches to addressing the issues and the role social media […]