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Posted on February 11, 2016 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call centre consulting • Contact center consulting • Customer Experience • The Taylor Reach Group

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Experience• Customer Service Consulting• Operational Management• Taylor Reach Group

February 12, 2016 Customer Experience Consultancy Adds Ottawa to Markets Served Toronto,- Mr. Colin Taylor, The CEO and Chief Chaos Officer of The Taylor Reach Group, Inc. announced today that Garry Schultz has joined the customer experience and contact center consulting firm effective immediately. “Garry is an experienced Customer Care strategist with expertise in assisting […]

Posted on February 04, 2016 in Call Center Consulting • Customer Satisfaction • Offshoring-Outsourcing

Tags: #callcenter• #cctr• #custexp• #custserv• #Cx• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Outsourcing• Taylor Reach Group

Call Center Outsourcing Industry Trends – Q &A interview with Outsource Consultants President, Corey Kotlarz The call center outsourcing industry is a rapidly changing. Technology and locations are always evolving, which means that it can be hard to keep up with the right information. This interview with Corey Kotlarz, a call center outsourcing industry expert, […]

Posted on January 19, 2016 in Call Center Assessment • Call Center Consulting • Call Center Management • Case Study • Contact Centre Ops • Customer Experience • Customer Satisfaction

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

Can You Hear the Canary in Your Customer Experience Coalmine? 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 of numerous warnings most organizations don’t change, […]

Posted on November 03, 2015 in

The Taylor Reach Group Inc. (Taylor Reach) offers 3rd Party Quality Measurement/Monitoring Service (3PQM) to selected clients. Major issues for many centers is time, or lack of time required to complete the ‘call monitoring’ consistently, objectively and regularly. While all supervisors acknowledge that monitoring is important they are usually so pressed for time that listening […]

Posted on October 28, 2015 in

The Challenge: A very well-known and regarded musical instrument manufacturer was pivoting its’ business model from selling through a dealer network to selling directly to consumers (DTC). Their original operating model of supporting their network of dealers could not work when selling to millions of consumers. The company was simply not prepared to service and […]

Posted on October 28, 2015 in

Improved Service Quality, Reduced Cost and created a Profit center at Specialty Retailer The Challenge: An International specialty retailer had never expected Ecommerce to become large and successful. With stores in Canada, the United States and around the world, this retailer had enjoyed great success in the ‘bricks and mortar’ environment. What started out just […]

Posted on October 28, 2015 in

The Challenge: A major athletic footwear company was disappointed in the performance of their outsourced BPO contact center. Specific dissatisfaction surrounded the Quality, Voice of the Customer (VoC), Revenue Generation and overall Customer Experience. The company sought out contact center consultants that could help them address these deficiencies and design a new contact center training […]

Posted on September 28, 2015 in Contact Centre Ops • Customer Experience • Customer Experience • Customer Satisfaction

Tags: #callcenter• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• call center• CEM• Colin Taylor• Customer Experience• Taylor Reach Group

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 of numerous warnings most organizations don’t change, but rather convince themselves that ‘friction-less’ service is too difficult, […]

Posted on February 26, 2015 in Call Center Consulting • Call Center Management • Call Center Performance • Customer Experience • Customer Experience • Customer Satisfaction • The Taylor Reach Group

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #customerexperience• #customerservice• #custserv• #Cx

By: Colin Taylor A new report published by Dimension Data suggests that contact center operators must deliver Digital Engagement or Die- Nice to know we have a choice. Dimension Data research predicts significant changes to the #contactcenter landscape – 87% increase in non-voice traffic and 42% decline in voice traffic in #callcenters in just 2 […]

Posted on November 27, 2012 in Call Center Audit • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Management • Customer Reach • Net Promoter • Opinion • Seminars • Social Media • Strategy • The Taylor Reach Group

Tags: #callcenter• #cctr• #custserv• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Consulting• CSAT• Customer Experience• Leadership• Operational Management• Social Media• Taylor Reach Group

Volume 9, Issue 9 November 2012 ISSN 1718-8938 ———————————————————————————————————————————————– Social Media for Customer Service: Gold or Fool’s Gold? By: J.D. Fairweather There’s gold in them thar hills, or so you would be led to believe by the social media pushers who drive companies to open up their service and support departments to the social stream. […]