- Home
- Blog
- Team
- Services ▼
- Contact Center Assessments ►
- Customer Experience Offerings ►
- Sourcing ►
- Training Development ►
- Forecasting, WFM & WFO
- Process Improvement & Management
- Revenue Generation
- Quality ►
- Performance Management & Metrics
- Starting a Call Center or Contact Center
- Custom Research
- Site Selection
- Book a 1 Hour FREE Consulting Service
- Resources ▼
- Case Studies ▼
- Case Study: Taylor Reach Group Helps Large BPO Improve Employee Retention
- Outsourced Quality Monitoring – 3PQM
- Re-imagining a Service Model
- Lead Generation
- Marginal Account Management – Food Services
- Revenue Generation
- Transforming Retail eCommerce
- From B2B Call Center to B2C eCommerce
Contact Center in 60 days - Contact Center Training Redesign Exceeds Expectations
- Zero to Contact Center in 20 Days
- Utility Contact Center In-Sourcing
- Telephony Acquisition
- Identifying Customer Contact Points
- Interim Management
- Testimonials
- Partner ▼
- Contact
Customer Reach – February Newsletter

Newsletter
Contact centers, customer service and customer experience: news, views and how to's
Inside this issue:
- Contact Center as a Strategic Asset
- Top 5 Contact Center Trends for 2017
- Aldo Uses Salesforce to Drive Customer Delight
- Partner Referral Program Launched
- Top 15 NPS & Customer Service Thought Leaders
- Stop using Voicemail in Your Contact Center
- Top 5 Contact Center Trends for 2017
- Taylor Reach NPS Score 100+
Contact Center as a Strategic Asset
What we have seen - heavy reliance on (and investing in) technology, in order to achieve efficiency and improve those Core processes.
BUT, there is more to contact center processes!
Top 5 Contact Center Trends For 2017
Recent trends indicate that customer service operations are in worse shape than they’ve been in several years. Overall, contact centers are not satisfying the needs of customers. Main areas for improvement include:
- Resolving issues in a reasonable amount of time.
- Providing omni-channel service among the most used channels.
- Decreasing wait times to speak with an agent.
- Getting better at first call resolution and eliminating call transferring.
- Moving to a cloud contact center to meet customer expectations.
Aldo Uses Salesforce To drive customer delight
Luxury retailer is using Salesforce to drive engagement, a seamless experience and customer loyalty.
Canadian luxury shoe retail brand Aldo operates globally and omni-channel, but has only recently begun using data to create a single view of its customers across all channels, improving the brand's ability to create good customer experience.
Partner Referral Program Launched
The Top 15 NPS & Customer Service Thought Leaders To Follow in 2017
Keeping track of NPS and Customer Service best practices is going to help you accelerate your business growth. With that in mind, we thought it would be extremely valuable for you to know who are the thought leaders to follow in 2017.
These professionals have a rich experience in the Customer Service and NPS world, frequently publish articles on the topics of “Do’s & Don’ts” and join the various discussions on LinkedIn.
Stop Using Voicemail in Your Contact Canter

Many well-meaning organizations provide the option for a caller to leave a voice mail when contact center is closed or even when they are being swamped with calls or contacts. I understand the logic and sentiment; “we can’t speak with you now but would like to in the future, so why don’t we call you” - very admirable.
On the surface, this appears to be a very customer centric and oriented approach, which we could expect to align with a superior customer experience. But as the saying goes the devil is in the details.
Taylor Reach NPS Score 100 +

Customer 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 a survey.
Related
Related Posts
Colin Taylor recognized as top customer service influencer
Colin Taylor judging US CXA ’22
Understanding Your Contact Center Costs: Training
Major sports league selects Taylor Reach to assess its contact center organization
When is Interim Management the Right Choice for Your Contact Center?
Robocalls’ Impact on the Digital Contact Center
Friction in the Customer Experience
Using Lean Management & Human-centered Design to Improve Government Customer Experience
Presidential Executive Fellow Rosetta Lue Joins Taylor Reach Group to lead Public Sector Practice
Top Tier Customer Experience a Key Focus for new Taylor Reach Senior Consultant Patricia Ballantyne

Copyright The Taylor Reach Group, Inc. – Call Center Consultants
All Rights Reserved
Privacy Policy | Terms And Conditions
Webmaster: Empower You Web Solutions Inc.
Our Address
Head Office
79 Crescent St.
Peterborough ON K9J 2G2