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Posted on November 15, 2012 in Chat • Contact Centre Ops • Customer Experience • Customer Experience Management • Customer Satisfaction • Opinion • Planning • Social Media • The Taylor Reach Group

Tags: #callcenter• #cctr• #custserv• Call Center Consulting• Contact Center Management• Operational Management• Strategy

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. While the popularity of this format cannot be denied, I would like to take a minute’s pause from […]

Posted on October 04, 2012 in Call Center Management • Call Center Tools • Contact Centre Ops • News • Technology • Telecommunications • The Taylor Reach Group

Tags: #callcenter• #callcenterDIY• #cctr• Contact Center Management• Contact Center Strategy• Leadership• Operational Management• TRG

A Guest Blog By Ashley Furness Research firm Software Advice recently moderated a live online debate called, “Will Technology Kill the Call Center?” Representatives from IntelliResponse, Avaya Inc., Drumbi and Etech Global Services discussed consumer contact channel utilization, technology and the impact of these trends on the future call center. The speakers offered advice on […]

Posted on August 22, 2012 in Call Center Audit • Call Center Management • Net Promoter • Quality • Training

“Quality is what your customer says it is” So what are you doing to listen to what your customers are telling you? In many organizations the quest for quality service is of paramount importance. Regardless of whether we discuss call or contact quality, customer satisfaction (CSAT), the customer experience, the customer journey, or even Net […]

Posted on April 09, 2012 in Customer Reach • Newsletters

VOLUME 9, ISSUE 4 APRIL 2012 ISSN 1718-8938 Inside this Issue Why is Most Call Center Service So Bad? 1 US Call Center Industry sees Negative Growth 4 JC Penny Closes Pittsburgh Call Center- cuts 300 jobs 4 How Does Your Call Center Rate? – Find Out Now! 5 Toronto Contact Centre Professionals Network Meeting […]

Posted on November 22, 2011 in Call Center DIY • Call Center Management • Contact Centre Ops • Planning • Self Service • The Taylor Reach Group

Tags: #callcenterDIY• #cctr• #contactcenter• #custserv• Best Practice• Call Center Consulting• Colin Taylor• Contact Center Management• Contact Center Strategy• Customer Experience• ebilling• Operational Management• Self Service• Strategy• Taylor Reach Group• Utilities

Self Service of Cents and Sensibility Part 2 By: Colin Taylor In part 1 of this three part series we looked at the history of service service, the challenges organizations and customer face when trying to interact via self service, the most popular and preferred self service channels, costs and effectiveness and declining success rates. […]

Posted on November 10, 2011 in Call Center DIY • Call Center Management • Customer Experience • Customer Satisfaction • Facts and Figures • Planning • Research • Self Service • Strategy • Technology • The Taylor Reach Group

Tags: #callcenterDIY• #cctr• #contactcenter• #custserv• Call Center Consulting• Colin Taylor• Contact Center Management• Contact Center Strategy• Customer Experience• Operational Management• Self Service• Strategy• Taylor Reach Group

Self Service – Of Cents & Sensibility Part 1 By: Colin Taylor A 1% improvement in customer satisfaction in utilities is worth 4.6% in market value growth so says Claes Fornell of the University of Michigan, producers of the American Customer Satisfaction Index. So if good service pays such high dividends: why is there so […]

Posted on September 14, 2011 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Research • Strategy

Tags: Call Center Assessment• Call Center Audit• Call Center Consulting• CEM• Contact Center Management• Contact Center Strategy• Leadership• Root Cause Analysis• Snapshotz• Strategy• Taylor Reach Group

Snapshotz Download The Snapshotz Online Update August 2011 A Snapshotz of August: Conversations and contributions from International contact centre figures A Snapshotz of August: Technology trends in a nutshell, knowledge and skills for the modern contact centre manager, Industry voices and positive health in the contact centre, why customer service is viewed in parts and […]

Posted on May 19, 2011 in Call Center Consulting • Call Center Management • Contact Centre Ops • Customer Experience • Customer Satisfaction • FCR

Tags: Call Center Consulting• Contact Center Consulting• Contact Center Management• Customer Service Consulting• FCR• Taylor Reach Group

Now in its fourth year, the Avaya Contact Centre Consumer Index, 2011 is a global study of customer service across phone based, online and face to face channels. The research study, sponsored by Avaya and conducted by callcentres.net surveyed 5,300 consumers in Australia, New Zealand, Singapore, Japan, US, Canada, Mexico, Brazil, UK, Germany and France. […]

Posted on February 04, 2011 in Call Center Consulting • Call Center Management • Call centre consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Facts and Figures • FCR • News • Opinion • Planning • Research • Strategy • The Taylor Reach Group

Tags: Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Strategy• Customer Service Consulting• Operational Management• Strategy

“Simplify, simplify”, said David Thoreau and that is good advice for today’s call center and contact center operator. In our call center consulting practice we have seen many organizations that added too much complexity into the process that created barriers and obstacles for customers to overcome.

Posted on September 26, 2010 in ACM • AHT • ASA • Call Center Consulting • Call centre consulting • Case Study • Contact Centre Ops • Customer Experience • Diversification • FCR • Forecasting- WFM • Insourcing • Occupancy • People management • Site Selection • Strategy • Technology • Telecommunications • The Taylor Reach Group • TRG

Tags: Alignment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Research• Strategy• Taylor Reach Group

Terasen Gas has announced their new call center in Burnaby BC. Taylor Reach executed a site selection project Terasen Gas and other projects including technology acquistion, and multi-channel strategy. Read the In-Sourcing Case Sudy here