The Taylor Reach Group

When is Interim Management the Right Choice for Your Contact Center?

Posted on April 23, 2021 in Call Center Management • Customer Experience Management • People management • The Taylor Reach Group • Uncategorized

By Peg Ayers When your contact center manager leaves, or you create a new management position, you should always look for a long-term replacement, right?  Not necessarily.  While a long-term replacement is often the right move, sometimes it’s better to transition with an interim manager. An interim manager is an experienced contact center manager who […]

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Patient Support organization receives expert Contact Center Strategy Assessment from leading consultancy

Posted on November 11, 2019 in Best Practices • Call Center Assessment • Call Center Audit • Call Center Consulting • Contact center consulting • Customer Experience • Customer service audit • News • Strategy • The Taylor Reach Group

Tags: #callcenter• #contactcenter• #custserv• #Cx• Call Center Assessment• Call Center Consulting• Strategy• Taylor Reach Group

  Customer Experience and Contact Center Consultancy, The Taylor Reach Group, has recently completed its in-depth analysis of two contact centers for a national patient support firm. The client firm delivers patient support programs for many leading pharmaceutical companies and provides access to medical technologies and treatments at its clinics across Canada. Taylor Reach’s consultants, […]

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Most Challenging Callers

Posted on April 12, 2019 in Call Center Consulting • Call centre consulting • Case Study • Contact center consulting • Contact Centre Ops • Customer Experience • Opinion • Quality • retention • Strategy • The Taylor Reach Group

Tags: #custserv• #Cx• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Leadership• Outsourced Quality Listening• poor service• Root Cause Analysis• Taylor Reach Group

By Colin Taylor While working on a call center consulting engagement with one of the largest garbage companies in the country we encountered what was likely the most difficult customer I have ever experienced. We were working in a mid- sized call center and discussing their customers. The company serviced urban, suburban and rural customers […]

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Is It Time for Your Contact Center Check Up?

Posted on April 09, 2019 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Tools • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Experience Management • Customer service audit • Strategy • The Taylor Reach Group

By Colin Taylor Clients frequently ask me what is the single most important activity they should undertake to ensure that their center is operating and performing at an optimal level. Like all of us they are looking for the magical, simple solution to their issues and challenges; just one thing; the magic pill, silver bullet, […]

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Contact Center Consultancy Assists Financial Services Leader in Outsource Selection

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 […]

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Taylor Reach Group Working with Major Veterinary Hospital on Telephony Sourcing Project

Posted on December 05, 2017 in Call Center Consulting • Call Center Performance • Call Center Technology • Call centre consulting • Contact Center Technology • Customer Experience Management • Technology • The Taylor Reach Group

  Toronto, ON – December 5, 2017 – The Taylor Reach Group, Inc. (TRG), a globally recognized consulting firm focused on optimizing clients’ Contact Centers and Customer Experience (CX), today announced they are working with one of the largest veterinary hospital organizations in the United States and Canada. Taylor Reach is working on a telephony […]

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The Taylor Reach Group, Inc. Launches Partner Referral Program

Posted on January 23, 2017 in Call Center Consulting • Contact center consulting • Customer Satisfaction • The Taylor Reach Group • TRG

Tags: #contactcentre• #custexp• #customerexperience• #customerservice• #referralprogram• Contact Center Strategy• customer journey

Taylor Reach thanks partners by announcing their Referral Program The Taylor Reach Group, Inc. (Taylor Reach), the leader contact center and customer experience consulting services, today announced the creation of an enhanced incentive program for its partner community. The Taylor Reach Referral Program allows partners to provide consulting referrals, receive upfront compensation and share in […]

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Contact center as a ‘Strategic Asset’? – There is more to contact center processes than you think!

Posted on January 10, 2017 in Call Center Assessment • Call Center Consulting • Call Center Performance • The Taylor Reach Group

Tags: #callcenter• #custexp• #custserv• Contact Center Consulting

By Turaj Seyrafiaan Contact centers have been in operations for many years.  One of the key aspects (pillars) of contact center operation is ‘Process’.  Processes are the backbone of any contact center – every contact center has them. Some of these are directly related to how we handle customer contacts. Some are focused on back-office […]

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Taylor Reach NPS Score +100

Posted on October 07, 2016 in Customer Experience • Customer Experience • Customer Experience Management • Net Promoter • The Taylor Reach Group

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Strategy• CSAT• NPS• Taylor Reach Group

By: Colin TaylorCustomer Satisfaction is critical for the success of any organization, and Taylor Reach is no different. Each member of the team strives to delight our customers and exceed their expectations.To gauge the satisfaction of our clients we employ a customer satisfaction survey and all of our clients are asked to participate and complete […]

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Auditing, Made Easy.

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

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 innovations, fads and management concepts. When in truth Operational […]

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