Outsourcing

Posted on April 14, 2021 in Outsourcing • People management • Virtual Call Center • Vrirtual Contact Center • WFH • WFM

By Colin Taylor We are now more than a year into the “new normal” and increasingly contact center organizations are recognizing this fact. I am often asked if I think that contact centers will ever go back to 100% “bricks and mortar”, and the answer I give is no, that ship has sailed. Organizations were […]

Posted on May 01, 2018 in Call Center Consulting • Call centre consulting • Outsourcing • Outsourcing • Press Release • Sourcing • The Taylor Reach Group

Call Center and CX consultancy, The Taylor Reach Group, will be assisting their client with Outsource vendor selection   TORONTO (PRWEB) May 1,2018 Customer Experience and Contact Center consultancy, The Taylor Reach Group Inc., (TRG) today announced that they will be assisting their client with Outsource Vendor Selection initiative. The client, a financial services leader, will […]

Posted on January 11, 2018 in Abandon rate • abandon rate • AHT • Average handle time • Call Center KPIs • Call Center Metrics • Contact Center KPIs • Contact Center metrics • Forecasting • Forecasting- WFM • KPIs • Outsourcing • Outsourcing • Service Level • Sourcing

By: Colin Taylor The Contact Center outsourcing industry is a significant piece of the customer service and support landscape. The US market size was estimated by the Everest Group at between $78 and $81 billion dollars annually. Each day millions of calls, emails, chats, SMS messages and social media interactions are handled by Contact Center […]

Posted on January 05, 2018 in Offshoring-Outsourcing • Outsourced Quality Monitoring • Outsourcing • Outsourcing • Sourcing • Uncategorized

  By: Peg Ayers, MBA, CCXP Outsourcing your Contact Center can be a scary proposition. You feel like you’re losing control. Whether you’ve been providing great service in-house or you’re making outsourcing part of your initial business plan, you can’t afford to let service slip. You’re trusting somebody else with your customers? What are you […]

Posted on December 28, 2017 in Call Center Consulting • Call Center Technology • Call Center Tools • Call centre consulting • Contact center consulting • Contact Center Technology • Outsourcing • Press Release • Purchasing • Purchasing Decisions • Sourcing • Vendor Selection

Fortune 500 e-commerce retailer appoints CX and Contact Center consulting firm to support Outsource Vendor Selection.  TORONTO (PRWEB) December 28, 2017 Taylor Reach Group, Inc., (TRG) an internationally acknowledged and leading CX and Contact Center consulting firm, announced today, that they have secured an agreement with one of North America’s largest e-commerce Retailers. Taylor Reach […]