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Posted on May 14, 2019 in Blog • Customer Experience • Customer Experience Management • Customer Reach • Customer Satisfaction • Customer service • Customer Support

Tags: #callcenter• #cctr• #contactcenter• #custexp• Alignment• Call Center Consulting• Contact Center Strategy• Customer Experience• customer service• Customer Service Consulting• games• gaming• Strategy• Taylor Reach Group

by JD Fairweather There was a time where video games were purchased, played and completed with no reason to interact with their creators. The enjoyment to be had was contained within a small window of experience and replay-ability reserved for the most dedicated of fans. Post-purchase interaction with the game developers or publisher was limited to […]

Posted on March 22, 2019 in ASA • Call Center Consulting • Call Center Management • Call centre consulting • Contact Centre Ops • Customer Experience • FCR • Metrics • Service Level

Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #Cx• ASA• Call Center Consulting• Colin Taylor• Consulting Contact• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• service level• Strategy• Taylor Reach Group

By Colin Taylor Service level is one of the most common metrics employed at call and contact centers to define how the center is performing. Senior management becomes acclimatized to looking for that service level number and reacting to it as a gauge of how well they’re performing against targets and in meeting their customer […]

Posted on March 12, 2019 in Artificial Intelligence • Call Center Consulting • Call centre consulting • Customer Experience • Customer Experience Metrics • Customer service

  By Colin Taylor The month of March is now upon us and the predictions and prognostications for the new year are pretty well behind us. But before we bid adieux to the pundits’ predictions and Top 10 lists, I will add my voice to the collective noise. Predictions are challenging and dangerous; people remember and […]

Posted on February 19, 2019 in Call Center Management • Case Study • Contact Centre Ops • Customer Experience • Customer Satisfaction • Uncategorized

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Call Center Assessment• Call Center Consulting• CSAT• Taylor Reach Group

Are You Listening to the Canaries in Your Customer Experience Coal Mine? By: Colin Taylor The call center or customer service department has long been call the ‘canary in the coalmine’ for its ability to provide early identification and diagnosis of problems and issues impacting the satisfaction of customers. Despite numerous warnings most organizations don’t change, […]

Posted on April 25, 2018 in Customer Experience Management • Events • Uncategorized

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events. With that, here are […]

Posted on March 18, 2018 in

Colin understands the complex service requirements needed to support large multi-channel companies and he is able to articulate those needs to a range of audiences. Once the needs are defined, Colin has the ability to create a roadmap and structure for a given project, communicate the plan effectively, and deliver the desired results within the […]

Posted on December 03, 2017 in CEM • CES • Contact Center • Customer Experience • Networking • TRG

  By: Sarah Hill – Stapley Recently Colin Taylor, our CEO, and John Cockerill, President, had the pleasure of speaking at the 15th Annual SCORE Conference. The focus of this year’s event was incorporating CEM strategies as part of your corporate DNA. Senior executives from a variety of industries attended the conference clearly, deeply invested […]

Posted on November 17, 2017 in Artificial Intelligence • Call Center Consulting • Call Center Performance • Call Center Technology • CSAT • Customer Experience • Customer Support

Original post via ProProfs, expert opinion summary by Colin Taylor   With Customer Experience being a crucial factor in business operations, comes the importance of optimizing Customer Support and forecasting trends. With 2018 around the corner, it’s a great time to discuss current and anticipated trends. Recently I was asked to contribute to an expert […]

Posted on September 15, 2017 in Business continuity • Call Center Consulting • Call Center Management • Call Center Performance • Disaster Recovery

  By: TRG Team: John Cockerill, Colin Taylor, Turaj Seyrafiaan, Peg Ayers, Garry Schultz, JD Fairweather  A disaster?  It’ll never happen to your business or Contact Center.  There hasn’t been a major storm in your area in living memory.  That kind of stuff happens to centers in Tornado Alley and Key West, not where you […]

Posted on August 23, 2017 in Agent Experience • AHT • ASA • Call Center DIY • Call Center Management • Call Center Performance • Call Center Tools • CES • CSAT • Customer Experience Metrics • Customer Satisfaction • Facts and Figures • FCR • Forecasting • Forecasting- WFM • Metrics • Net Promoter • NPS • Service Level • WFM

By: Colin Taylor Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. Contact Centers can generate an immense amount of data and reporting on just about anything that we could […]