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Posted on July 26, 2010 in Call Center Consulting • Contact Centre Ops • Customer Satisfaction • Facts and Figures • News • Newsletters • People management • retention • Social Media • The Taylor Reach Group • Turnover • Twitter

Tags: Call Center Consulting• Colin Taylor• Contact Center Consulting• ContactBabel• Customer Service Consulting• Operational Management• poor service• Research• Social Media• Taylor Reach Group• Twitter

Published by: Summer Update This has been a wonderful summer so far and we hope that all of you are enjoying wonderful weather. While we don’t publish Customer Reach during the months of July and August, there is so much going on that we wanted to keep you up to date, hence the summer update. […]

Posted on October 02, 2009 in Contact Centre Ops • Planning • Strategy • Technology

Tags: Contact Center Management• Contact Center Strategy• Leadership• Operational Management• Strategy

The September issue of Customer Reach, is now available under the Nesletters tab. In this issue we look at how to deliver both Strategy and Leadership through your contact center: “The lack of attention or understanding, lack of a plan and therefore the lack of a well thought-out and reasonable budget is the situation that […]

Posted on September 30, 2009 in Newsletters

The September issue of is now available. In this issue we look at how to deliver both Strategy and Leadership through your contact center: “The lack of attention or understanding, lack of a plan and therefore the lack of a well thought-out and reasonable budget is the situation that many contact centers find themselves in. […]

Posted on September 21, 2009 in Contact Centre Ops • Strategy

Tags: Contact Center Consulting• Contact Center Management• Contact Center Strategy• Leadership• Operational Management• Strategy

Leadership & Strategy- Delivering both through your Contact Centre “Strategy is envisioning the improbable or impossible. Leadership is inspiring people to attain these” Every business today has a business plan. The Business plan can range from a multiple binders built through months of off-sites, meetings, reworking and reassessments, or it may simply be scribbled on […]

Posted on July 21, 2009 in News

Australian financial services institutions have untapped opportunities to secure their share of the Gen Y market by offering them enhanced services on mobile devices and through social media, according to a Telstra white paper titled ICT as a Driver to Improve Service to Generation Y for Financial Services. With the Gen Y market now making […]

Posted on April 08, 2009 in News

Apr 8, 2009 12:43 PM, By Ken Magill Is click-to-chat a wise option for every merchant’s Website? No, it’s usually not for those who sell low-consideration, low-margin products. But live-chat customer service does make sense for low-margin items if the customer is a high-value customer overall, or if the contact-center representative can cross-sell or upsell […]

Posted on April 08, 2009 in News

Apr 8, 2009 12:37 PM, By Jim Tierney Outdoor gear and apparel merchant L.L. Bean will furlough about 75% of its staff at the Bangor, ME-based call center starting in May, according to the Kennebec (ME) Journal/Morning Sentinel. All but 50 of the 200 workers at the Bangor facility will be furloughed — which means […]

Posted on February 04, 2009 in News

Feb 3, 2009 1:01 PM, By Patrick Barnard How does it feel to be the best in customer service? Just ask apparel merchant L.L. Bean. For the second consecutive year, the Freeport ME-based multichannel merchant has been named number one in the National Retail Federation/American Express 2008 Customers’ Choice survey. Rounding out the top ten […]

Posted on March 20, 2008 in News

Microsoft and Aspect Software have announced a multiyear strategic alliance to help deliver unified communications (UC) to contact centres around the world. Under the agreement, Aspect will design its Aspect Unified IP contact centre solution to interoperate with Microsoft’s platform for software-powered voice and unified communications and will offer it as the leading option to […]