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Posted on August 26, 2022 in Uncategorized

Tags: #callcenter• #callcentre• #contactcenter• #contactcentre• #custexp• #Cx• Call Center Audit• Call Center Consulting• Colin Taylor• Snapshotz

A visionary leader in PC gaming and peripherals development and manufacturing has called in The Taylor Reach Group, Inc. (TRG) to provide an assessment of its critical Customer Service and Technical Support Contact Center Operations. The company’s global and online presence, with a highly demanding audience, means it needs to be able to create a […]

Posted on July 21, 2022 in Uncategorized

Tags: news• press release

A major professional North American sports league has begun implementing changes to its contact center operations, based on recommendations by Taylor Reach. The organization, which initially contracted The Taylor Reach Group to assess its global contact center operations in 2021, has now started to put the recommendations into practice. “With millions of fans — not […]

Posted on July 15, 2022 in Uncategorized

Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #Cx• call center• Customer Experience• FCR• First Contact Resolution• Leadership• Strategy• Taylor Reach Group

By Colin Taylor Contact centers are always striving to improve efficiency, increase customer satisfaction and deliver a superior customer experience. Technology is frequently the strategy employed to achieve this goal. While technology can certainly support improvement in all three areas, improvement can also be realized through increasing First Contact Resolution or FCR. FCR is a […]

Posted on July 01, 2022 in Uncategorized

By Colin Taylor Having their best agents poached by other departments is a common refrain from contact center operators. These center leaders do not have any issue with upward mobility of their staff, in fact they likely support it as it offers the opportunity for advancement within the organization which can be a motivating factor. […]

Posted on June 21, 2022 in Uncategorized

Taylor Reach CEO and Chief Chaos Officer, Colin Taylor, has been recognized as one of TechSee’s “22 Influential Leaders to Watch in 2022.” TechSee calls the list “an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.” As the article points out, Colin is “an author […]

Posted on June 20, 2022 in Uncategorized

Awards represent an encouragement. They show us what the “best” have done and they can inspire all of us to do better. I have participated as a judge, and senior judge for contact center and customer experience awards in Canada, Asia, the UK, and the US. At the first-ever US CXA®, more than 50 organizations […]

Posted on June 10, 2022 in Uncategorized

By Colin Taylor Sometimes it seems inevitable that every time a budget is approved with funds allocated for new, additional, or improved training, something occurs and the training is the first thing removed from the budget. We have heard this refrain many times over the years. From the perspective of senior management, Training looks like […]

Posted on August 16, 2021 in Uncategorized

A major professional sports league with teams and venues in virtually every city in North America has selected The Taylor Reach Group to assess its contact center operations. Award-winning global contact center consultants and customer experience experts, The Taylor Reach Group, Inc. (TRG) have been enlisted to help the organization assess its customer experience operations. […]

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 […]

Posted on July 17, 2019 in Uncategorized

By JD Fairweather “Hello! Please, don’t hang up. This is an important message from …” Click. Click. Actually, that clicking sound referenced in the opening sentence is an exaggeration as phones no longer “click” when you hang them up. But there is no exaggeration when I declare robocalls are a nuisance that may very well […]