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Posted on June 20, 2017 in Call Center Consulting • Call Center Technology • Call Center Tools • Chat • Uncategorized

Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. This discussion examines chat in the Contact Center, highlights the many advantages of Live Chat, presents some caveats and looks to the future of this technology in the Call Center and Contact Center.Our team of […]

Posted on June 13, 2017 in Artificial Intelligence • Call Center Technology • Call Center Tools • Chat • Contact Center • Customer Experience

Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. This discussion examines chat in the Contact Center, highlights the many advantages of Live Chat, presents some caveats and looks to the future of this technology in the Call Center and Contact Center.Our team of […]

Posted on June 06, 2017 in Agent Experience • AHT • Call Center Consulting • Chat • Customer Satisfaction • Employee Experience • FCR • Opportunity • Purchasing Decisions

You may or may not have reviewed Comm100’s 2016 Livechat Benchmark Report. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. This discussion examines chat in the Contact Center, highlights the many advantages of Live Chat, presents some caveats and looks to the future […]

Posted on May 30, 2017 in AI • Artificial Intelligence • Contact Center • Purchasing Decisions

By: Colin Taylor It seems there is no shortage of experts and pundits weighing in on what they see as the trends that will impact the Call Center/ Contact Center industry. Though many of the prognosticators may have the timing off, many of these trends will eventually impact on the center, but maybe not today, tomorrow […]

Posted on May 14, 2017 in AI • Artificial Intelligence • Technology

Will AI Mean Less People and More Profit in the Contact Center?   By: Peter Elliot Mention Artificial Intelligence (AI) to most people and it conjures up visions of talking robots and Alexa- like appliances answering simple questions. Checking into a hotel can now be performed by a robot, and  renting a car will likely […]

Posted on January 24, 2017 in Agent Experience • Call Center Consulting • Call Center Management • Call Center Performance • Contact Center • Customer Experience • Employee Experience • Hiring a call center consultant • People management

Tags: #callcenter• #callcentre• #contactcenter• #custexp• Call Center Consulting• Customer Experience

By: Bruce Lebowitz Executives often judge a contact center by traditional metrics.  These might include low abandonment rates, an extremely quick speed to answer and meeting handling time goals.  When proud of a contact center, executives often point to its technology too.  The fact that the contact center never goes down, has instant screen pops […]

Posted on July 11, 2016 in

How do you know the level of quality being delivered by your contact center(s)? For many organizations the answer to this questions lies with internal review individual agent calls and scoring these calls against a pre-define checklist or scorecard. The checklist or scorecard generally include contact elements that the organization believes are important to the […]

Posted on July 11, 2016 in

 Is organic growth, a new product, service or acquisition resulting in calls swamping the switchboard, customers tracking down the administrative offices to trace an order, emails volumes surging and going unanswered? Whatever the cause most organizations will one day determine that they need a call center or contact center. By being able to direct and […]

Posted on May 16, 2016 in Call Center Consulting • Contact Center • Contact center consulting • Hiring a call center consultant • News • The Taylor Reach Group • TRG

Professional Customer Consultant and Guitarist. His passion for performing is what drives Garry to seek out the highest satisfaction in every project he is involved with. With 25+ years of global managerial experience in B2C and B2B, high-technology focused environments, Garry is dedicated to implementing strategic solutions for customer success / customer care initiatives. His […]

Posted on February 25, 2016 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• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• service level• Strategy• Taylor Reach Group

Hello, my name’s Colin Taylor and I’m the CEO and Chief Chaos Officer for the Taylor Reach Group. We are a call and contact center consulting firm based in the Toronto area. We assist our client organizations in improving the customer experience, operational effectiveness and efficiency of their call or contact center. Today in this […]