Strategy

Posted on August 24, 2016 in Agent Experience • Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Customer Experience Management • Customer Experience Metrics • Facts and Figures • Metrics • Opportunity • People management • Service Level • Strategy • Technology • The Taylor Reach Group

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custserv• #Cx• Call Center Audit• Call Center Consulting

Snapshotz™ Call Center and Contact Center Customer Service Auditing Operational Efficiency, Excellence and Best Practice improvements can only be achieved once the opportunities have been identified. The reality is however, that due to the ever changing world of technology, communications and the customers themselves, the metrics that reveal the opportunities are constantly changing and adapting to new […]

Posted on August 24, 2016 in Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Contact center consulting • Customer Experience • Customer Reach • Hiring a call center consultant • News • Strategy • Technology • The Taylor Reach Group

Expanding Their Reach of Consulting Services Through the Addition of a New Expert Consultant Taylor Reach Group Expands to Quebec Toronto, ON. Mr. Colin Taylor, The CEO and Chief Chaos Officer of The Taylor Reach Group, Inc. announced today that Alton Harewood has joined the customer experience and contact center consulting firm effective immediately.   […]

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

If computers could read your customer survey responses … Peter Elliot 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. […]

Posted on June 13, 2016 in Call Center Assessment • Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Customer Experience • Customer Experience Metrics • Customer Satisfaction • CXi • Strategy • Technology

How Leveraging an Omni-Channel Strategy Can Improve Your Customer Experience  By: Colin Taylor Recently, I was asked to give a presentation at the SCORE Conference in Boston on the importance and benefits of using an Omni-Channel strategy to drive customer loyalty. The event was a success and contained a lively discussion about how organizations can […]

Posted on January 15, 2016 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Customer Experience • Customer Satisfaction • FCR • Root Cause Analysis • Strategy

Tags: #callcenter• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• #retention• Contact Center Management• Taylor Reach Group

Is this your retention program? By Colin Taylor Research tells us that 85% of customer churn is due to poor service that was in fact preventable. 11% of customer churn could have be prevented by simple company outreach and 67% of customer churn is preventable if the customer issue had been resolved at the first engagement. […]

Posted on January 21, 2015 in Contact center consulting • Customer Experience • Strategy • Technology

Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #Cx• #mobile

By: Colin Taylor Each year the pundits, experts and devil advocates, trot out their expectations and list of trends of what we should expect to see impacting our lives in the coming year. As I have been described by one or more of these labels on many occasions as well as being described by a […]

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 March 19, 2013 in Call Center Management • Call Center Performance • Contact center consulting • Customer Experience • Customer Mirrors • Customer Satisfaction • Employee Engagement • Strategy • The Taylor Reach Group

Tags: #callcenter• #cctr• #custserv• #Cx• Contact Center Consulting• Contact Center Strategy• CSAT• Customer Experience• Taylor Reach Group

By: Bruce Lebowitz A well-known consumer financial services company launched a product for small businesses. This launch was accompanied by major advertising and comprehensive marketing campaign targeting small business owners and managers. The theme was that this product was designed exclusively for small businesses and would service their specific needs. As a top service provider […]

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 February 08, 2013 in Call Center Management • Call Center Performance • Contact Centre Ops • Customer Experience • Gartner • Net Promoter • Offshoring-Outsourcing • Planning • Strategy • The Taylor Reach Group

Tags: #callcenter• #cctr• #custserv• CSAT• hriing• Knowledgebase• NPS• Orbys• Outsource Assessment• Outsourcing• skills and competencies• Training

By Colin Taylor I was on a webinar yesterday and heard that according to Gartner 80 percent of customer service outsourcing projects that are designed to cut costs will fail. Gartner cited many causes including incomplete processes, ill-planned compensation structures and lack of management. This statistic is in line with the Orbys Consulting finding that […]