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Posts
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- ‘Phone rage’ training goes digital
- ‘Data is a king, at the end of the day the person with the best data wins’ – an interview with Colin Taylor
- “Marketers Ruin Everything” – Really? – Who is Leading Your CX Strategies
- “You Say you Want Some Resolution” & FCR
- “Quality is what your customer says it is”
- #fiveideas The Results are In- Read the Post and Vote on this Weeks Topics
- 1-800-Flowers.com Mum on Reported Layoffs
- 10 day strike at call centre in Tours
- 10 Dumb Things Smart Contact Center Executives Do
- 10 Relatively Serious Predictions for 2011
- 10 Steps to Creating Great Outsourcing Partnerships
- 14 Questions you Need to ask when Considering Call Center Consolidation
- 2008 study – Trends in CRM
- 24 7 terminates 450 staff due to loss of contract
- 3 Customer Experience Myths
- 3 Key Factors for Successful Quality Assurance
- 3 things your contact center should be doing in 2020
- 3 Top Skills to Succeed in the Customer Service Industry
- 30 Experts in 30 Days – An Interview with Customer Experience Expert Colin Taylor
- 400 New Jobs Coming to the Southern Tier
- 4th Reinventing Customer Service Conference
- 5 Good Call Center Ideas – #5ideas
- 5 Questions to Assess your Call Center Service Standards
- 5 Reasons New Call Centers Fail
- 5 Ways to Engage Your Front-Line Staff
- 6th Annual Istanbul Call Center Conference & Expo
- 7 Reasons You Need a Consultant when Looking for a New Contact Center Site
- A Thousand Points of Light, Knowledgebase, a Path to Call Center Salvation?
- Addressing Addresses
- Advanced Contact Center Metrics – Speed to Competency
- Advocacy and The Customer Experience
- Advocacy and the Customer Experience
- After the Consultants Leave
- Agent Engagement is the Best Call Center Investment You Can Make- Part 1
- Agents need help answering 10% of queries
- Aligning Customer Experience and Marketing – by NBA’s Oklahoma City Thunder nets CCO of the Year Award
- Alignment, Engagement & Supporting the Brand- Snapshotz Research
- Allianz to open new SA contact centre
- Amaze Your Customers
- Answer the Phone!
- Anti Offshoring bill introduced in Australia
- ANZ National agents safe despite offshoring plan
- Arcandor Won’t Close Call Centers: Reports
- Are Extroverts or Introverts better agents in your Call Center?
- Are You Limiting Your Customer Experience While Increasing Customer Churn?
- Are You Limiting Your Customer Experience, While Increasing Customer Churn?
- Are Your Employees Brave?
- Are Your Hours of Operation Appropriate?
- As Scandal Rocks Satyam, Rivals May Pick off Clients
- Ask the Experts – January 05
- Ask The Experts – October 08
- Ask the Experts – September 08
- Aspect-Microsoft form contact centre alliance
- Assessment
- At Your Service- Servant Leadership in Call Centers
- AT&T plans to open Detroit call center this year
- ATA reaffirms support for anti-offshoring Bill, calls for amendments
- Auckland agents strike over pay
- Auditing, Made Easy.
- Aussie consumers most service sensitive
- Australian Outsourcing
- Australians prefer speech security
- Autodialer Telemarketer Hit With $180,000 FTC Fine
- Avoiding Bot Biases in Customer Experience
- Bank Deploys Video in the Contact/Call Center
- Be careful what you wish for
- Best Practices and Guidelines – 10 Steps for a Successful RFP Process with Contact Center Technologies
- Better news for contact centre employers in Australia
- Beware (my son) the Consultant – Part 2
- Beware my son the Consultant
- Branded Conversations: Extending the Brand Voice to the Servicing Experience
- Brexit – Good for the Irish Tech and Call Center Industry?
- Bright Spots for Customer Service
- Broadband users guided by customer service
- Building a Strategic Plan for your Contact Center
- Business Planning & Management
- Busy Summer
- Butterfly Effect
- By the Numbers: Contact Center Metrics
- Calculating Abandon Rate in Light of Customer Experience and IVRs
- Calculating Agent Attrition in the Contact Center
- Calculating Average Handle Time in Light of Customer Experience and IVRs
- Calculating First Contact Resolution
- Calculating Occupancy in the Contact Center
- Calculating Schedule Adherence in the Contact Center
- Calculating Service Level in Light of Customer Experience and IVRs
- Calculating the Cost of FCR
- Call & Contact Center Industry Veteran, Deborah MacAskill joins The Taylor Reach Group, Inc.
- Call Center Absorption Report
- Call Center and Customer Service consulting firm Grows Again- Strategic Agreement signed with Kurant Direct Inc.
- Call Center Consulting and Customer Service Advisory firm Grows Again- Industry Veteran Turaj Seyrafiaan joins the Toronto Office
- Call Center Consulting company adds Contact Center Veteran Bill Polston to the firm
- Call Center Consulting company Taylor Reach Group partners with World Leader in Call Center Self Assessments
- Call Center CX Consulting ‘Sale’
- Call Center Heresy: Embarq Replaces IVR With People
- Call Center Industry Growth
- Call Center job contraction
- Call Center Layoffs in Canada higher than in US
- Call Center Outsourcing Industry Trends – Q &A interview
- Call Center Satisfaction Highest in Canada
- Call Center Truth Stranger than Fiction
- Call Center Wishes Can Come True…No Genie Required
- Call Center, Contact Center and Customer Experience Events – April 2018
- Call Center, Contact Center and Customer Experience Events – May 2018
- Call Centers Defined
- Call Centre Assessment-The Right Tools to Become a Leader in Customer Service
- Call Centre Consulting Firm Grows Again- Contact Centre veteran John Brennan joins the firm
- Call centre helps keep employees happy and healthy
- Call centre workers kidnapped in Guatemala
- Call Suppression Dates
- Call/Contact Center Strategic Assessment
- Can a SaaS Based Call Center Tool Deliver Real Savings?
- Canada Seeks Telemarketing Complaint Prober
- Canadian Call Centers Grow 28%
- Canadian Call Centre Growth
- Canadian Do Not Call Registry Starts in September
- Canadians Fed Up with Poor Customer Service
- Car financier closes contact centre
- Car-Related Call Center Opens in Kentucky
- Changes in Attitudes…
- Changing the Social Dynamic in your Contact Center
- Charitable Giving a Contrarian Approach
- Charity contact centres swamped after fires
- Chat in the Contact Center – an Expert Panel Weighs in – Part 1/3
- Chat in the Contact Center – an Expert Panel Weighs in – Part 2/3
- Chat in the Contact Center – an Expert Panel Weighs in – Part 3/3
- China cracks down on Telemarketing Fraud
- Church Denomination to call in Taylor Reach for Contact Center Strategic Assessment
- City’s 311 call service cuts hours, 11 positions
- Clearlake Capital to Acquire ConvergeOne from Genstar Capital
- Click-to-Call: Driving Great Calls in the Contact Center
- Closing the Revolving Door – Part 2
- Closing the Revolving Door – Part1
- Coaching Through Questions
- Colin Taylor judging US CXA ’22
- Colin Taylor on the Customer Experience
- Colin Taylor on Why to Select Taylor Reach
- Colin Taylor recognized as top customer service influencer
- Combating the High Agent Turnover Crippling US Contact Centers
- ComScore Says Holiday E-Commerce Down 3%
- Congratulations, or Condolences
- Congratulations, you are the new contact center manager…now what?
- Consulting firm launches B2B Tele-Sales Contact Center service provider
- Consumers believe service on the way down
- Contact Babel UK Contact Centres 2008 Study now Available
- Contact Center and Customer Experience Events – July 2018
- Contact Center and CX Expos Conferences and Summits – June 2018
- Contact center as a ‘Strategic Asset’? – There is more to contact center processes than you think!
- Contact Center Compliance to launch Canadian DNC Solution
- Contact Center Consultancy Announces ‘CX Snapshot’
- Contact Center Consultancy Assists Financial Services Leader in Outsource Selection
- Contact Center Customer Experience Consultancy adds Phoenix based Expert to the firm
- Contact Center Customer Service Consultancy Adds China Contact Center Expert Mike Mi to the Firm
- Contact Center Customer Service Consultancy Adds Industry Veteran to the Firm
- Contact Center Industry Stats
- Contact Center Industry Stats – Contact Center Channels
- Contact Center Industry Stats – How the Contact Center is Viewed Within Enterprises
- Contact Center Industry Stats – Technology
- Contact Center Jobs Grow in United States, lag in Canada
- Contact Center Metrics, Why Do They Matter?
- Contact center research
- Contact Center Retention: Get Ahead of Trouble by Pinpointing Front-Line Staff Concerns
- Contact Center Service Consultancy Expands to India
- Contact Center Training Isn’t Buddy-Buddy
- Contact Center, Call Center and Customer Experience Events – September 2017
- Contact centres crawling with germs
- Convergys remains focused on offshoring
- Costing Attrition
- Currency crisis could affect offshoring arrangements
- Curriculum Development
- Custom Research
- Customer Care Center To Close For Lack Of Workers
- Customer Effort Daunting for some Financial Services Call Centers
- Customer Experience & the Call Center
- Customer Experience and Call Center Consulting Company Adds Teleweb industry Expert Bruce Lebowitz to the Firm
- Customer Experience Consultancy Adds Ottawa to Markets Served
- Customer Experience Consultancy Expands West With Newest Hire
- Customer Experience is the New Marketing: Servicing Customers and Building Brand
- Customer Experience Top 5 Tips For Success
- Customer Interaction, Service & Experience – January 11
- Customer Interaction, Service & Experience – January 12
- Customer Interaction, Service & Experience – January 16
- Customer Interaction, Service & Experience – January 17
- Customer Quality Reporting
- Customer Reach – April Newsletter
- Customer Reach – December Newsletter
- Customer Reach – February Newsletter
- Customer Reach – July Newsletter
- Customer Reach – May Newsletter
- Customer Reach – September Newsletter
- Customer Reach April 2012
- Customer Reach December 2009
- Customer Reach June 2009- now available
- Customer Reach Newsletter April 2010
- Customer Reach Newsletter April 2011
- Customer Reach Newsletter December 2010
- Customer Reach Newsletter December 2011
- Customer Reach Newsletter February 2011
- Customer Reach Newsletter February 2012
- Customer Reach Newsletter January 2010
- Customer Reach Newsletter January 2011
- Customer Reach Newsletter January 2012
- Customer Reach Newsletter June 2010
- Customer Reach Newsletter June 2011
- Customer Reach Newsletter March 2010
- Customer Reach Newsletter March 2011
- Customer Reach Newsletter May 2010
- Customer Reach Newsletter November 2010
- Customer Reach Newsletter November 2011
- Customer Reach Newsletter October 2009
- Customer Reach Newsletter October 2010
- Customer Reach Newsletter September 2009
- Customer Reach Newsletter September 2010
- Customer Reach Newsletter September 2011
- Customer Reach November 2009
- Customer Reach Summer Update
- Customer Satisfaction as a Primary KPI?
- Customer satisfaction down again
- Customer Satisfaction Surveys for Contact Centers
- Customer Service & Customer Experience News for August 6
- Customer Service and Customer Experience Digest Aug 15 – The Taylor Reach Group
- Customer Service and Customer Experience News for August 5
- Customer Service needs Alignment and Knowledge
- Customer Success Defined – 6 Areas of Customer Success Planning
- Customer Support & Interaction
- Customers more vocal about poor experience
- CX and Contact Center Consultancy Assisting Major Retailer in Implementation of a New Service Model
- CX and Contact Center Consultancy to Audit Market Research Firm’s Call Center Network
- CX and Contact Center Consultancy to Conduct a Strategic Assessment of Major Medical Imaging Client
- CX Evaluation
- CX Health Check
- CX Health Check – Free for limited time
- CX Snapshot
- Dell to charge for US based support calls
- Dell to charge for US based support calls
- Dell to close Edmonton call centre
- Dell’s Move a Boon or Bust
- DELOITTE: OUTSOURCING FAILS TO MEET OBJECTIVES
- Developing Mission, Vision and Guiding Principles in Call Centre Operations Will Improve Customer Service experience
- Diversify or Perish
- DM Employment Picture Reaches New Lows: Survey
- Do You Have an Audit Plan for Customer Service?
- Do you know your Cost of Service?
- Do-Not-Call solution rolled out to Australia
- Dodging no call list
- Does Offshore = Negative Customer Experience?
- DOES YOUR QA PROCESS WORK?
- Don’t buy a phone system until you read this
- Drive to 15 – How Minimum Wage Increases Will Impact Businessess & Contact Centers
- Dumb Outsourcing Mistakes Bright Contact Center Executives Make
- Dumb Outsourcing Mistakes Bright Contact Center Executives Make
- Each Interaction is a Chance to Delight or Disappoint
- Effectiveness Indicators – Customer Satisfaction
- Effectiveness Indicators – First Call Resolution, Calls / Resolved
- Effectiveness Indicators – Quality
- Effectiveness Indicators – Revenue/Call, Sales/Call
- Effectiveness Indicators: First Call Resolution, Calls/Resolved
- eLearning
- Eliminating Poor Customer Service
- Email and Chat, Vehicles for Productivity
- Email Management– What’s the fuss?
- Email response time fails to meet expectations
- Engagement Expert Joins Call Center Consulting firm
- Engaging Employees at Any Distance
- Everything You Know About Your Contact Center is Changing…Fast
- Evolution of Contact Center Scripts
- Expect the unexpected -with VOIP Benefits
- Experienced Contact Center Consultant joins Customer Experience Consultancy
- Expert Opinion: How to Ensure a Higher Customer Satisfaction Level
- Expert Opinion: Top 3 Customer Support Trends to look for in 2018
- Extending Their Call Center Consulting Services Further, Growing The Taylor Reach Group
- Facts, Figures and Trends
- Failover Strategy
- Fault versus Value, What is your call center generating?
- FCR adpotion and utilization
- Few companies rate customer strategies
- Fiji touted as next big offshore destination
- Financial Institution Appoints Contact Center Consultancy
- Financial Services Sector contact centers perform poorly on all aspects of the Customer Experience, according to CX Snapshot report, released by The Taylor Reach Group
- Finding Real Experts in the Age of LinkedIn
- First 30 days for new Call Center Manager
- Five Reasons New Call/Contact Centers Fail
- Floral distributor executive wins Snapshotz Call Centre Audit Draw
- Forecasting, WFM & WFO
- Founder of Customer Services Audit, and Creator of Snapshotz Online Makes Guest Appearance
- Four Things to Know for World Mental Health Day
- Four Top Trends for Contact Centers
- FRCP requires archieving and retreival systems for recorded calls
- Friction in the Customer Experience
- Friction in The Customer Experience
- Friction in the Customer Experience
- From B2B Call Center to B2C eCommerce Contact Center in 60 days – a case study
- From B2B Call Center to B2C eCommerce Contact Center in 60 days – The Taylor Reach Group – Call Center Consultants
- From Great to Gone- Adobe technical support
- FTC Tightens Noose on Telemarketing
- Furloughs for L.L. Bean Call Center Workers
- Gartner ranks Canada high as one of the Best countries for Offshore Services
- Gen Y turns to new technology for banking
- Get Used To It
- Global contractor network enlists Taylor Reach in new telephony acquisition
- Good Enough!
- Graffiti Feedback: Engaging your Employees by Listening
- Gratitude: Now’s the Time to Show It!
- Gratuitous self promotion
- Great Call Center OR Great Call?
- Greg Smith channels Jerry Maguire or Does He Protest to Much?
- Happy New Year and Welcome to 2023!
- Help Desks…so why can’t we get help?
- Help Desks…so why can’t we get help?
- Help Me Help You
- Help when you need it
- Help Your Supervisors Start 2018 Out Right
- Helping your Employees create a sense of Community
- Holy Twitterfeed Batman, How do we put Social Media in Our Call Center
- Home Improvement Services Company Selects Taylor Reach to Design Virtual Contact Center
- Hospitality Call Centers best for Corporate Alignment
- How Contact Center Consultants Can Achieve On-Going Revenue and Engaged Customers
- How Does Your Call Center Rate?
- How Does Your Call Center Rate? – Find Out Now!
- How Easy is Your Call Center to Deal With?
- How good is your Training: Take the Quiz
- How Human Centered Design Improves the Digital Contact Center Government Experience
- How is Your Knowledge Centered? 8 Tips for Effective Knowledge Management
- How Ontario Minimum Wage Increases Will Impact Contact Centres
- How the Pros Turn Loyal Customers into Brand Advocates
- How to deliver a positive customer experience when failures occur
- How to Handle a Social Media Crisis Like Target
- How to Handle a Social Media Crisis Like Target
- How to Handle a Social Media Crisis Like Target
- Humana to Open Tempe Call Center
- Huthwaite: service culture is flawed
- Hybrid Work: Scary Stuff for Contact Centers
- I get no respect!
- IA Global Acquires Call Center in Philippines
- ICCM Canada Cancelled
- ICT Expands Canadian Telemarketing With Payroll Rebate
- If Computers Could Read Your Customer Survey Responses…
- Impact of a recession on Contact Centers
- Importance of Consistency Among Different Channels in the Contact Center
- Improving CX on a Budget
- Improving First Contact Resolution – An Analytical Model
- Inadequate Training Costs
- Incentives and your Customer Experience
- Incentives in your Center, What is right for you?
- Incentives in your Centre, What is right for you?
- Increasing Costs in the Contact Center Due to Increased Efficiency
- Indian call centre worker ‘froze customer’s account and changed his identity as revenge for having service criticised
- Indiana’s proposed B2B Do Not Call Registry (Indiana HB 1192) pulled
- Inside the Mind of the Outsource Agency
- Intent is Key When Designing an Employee Experience Plan
- Interactive Intelligence Rated Top Unified Communications Vendor by North American Contact Centers
- Interim Management
- IP Telephony Seminar in Toronto
- IPscape delivers disaster recovery for Teleperformance
- IQPC Call Center Summit- Review
- Irma and Harvey, Test Disaster Preparedness, Recovery and Business Continuity
- Is 2016 the Year of the Customer?
- Is A Strategy For The Contact Center Necessary?
- Is a Stronger Dollar a good idea?
- Is Customer Experience Really New
- Is Customer Service the deciding factor as to which companies succeed or fail in this economic downturn?
- Is It Time for your Call Center Check Up?
- Is It Time for Your Contact Center Check Up?
- Is the Customer Experience Really New?
- Is your Quality Assurance Arrogant?
- Is Your Website is a Call Center Tool?
- It’s Customer Service Week…So What About the Other 51 Weeks?
- It’s Permanent: No Unwanted Telemarketing Calls To Your Biz
- It’s Not About You
- January Issue of Customer Reach Now Available
- January Issue of Customer Reach®, now available
- JC Penny Closes Pittsburg Call Center- cuts 300 jobs
- Job Opportunities – Toronto- Senior Account Exec,
- Jobs under threat at ICT’s Mayo plant
- Keeping Workers Safe and Productive (When the Contact Center Can’t Close)
- Leadership & Strategy- Delivering both through your Contact Centre
- Leadership Strategies for a High Performance Contact Center
- Leadership Strategies for a High Performance Contact Center
- Leadership Strategies for a High-Performance Contact Center
- Leadership Strategies for Delivering Superior Service
- Leadership Training
- Leading by Example: What our Supervisors Need to Know
- Leading Contact Center Consulting Firm, Expands Customer Experience Services
- Leading Spirits Organization taps Taylor Reach Group to Design DTC Vision for Customer Experience
- Looking at the Post-COVID-19 Contact Center
- Lots of empty call center space out there
- Major Retail Athletic Apparel Brand Selects Taylor Reach For A Contact Center Technology Assessment
- Major Retailer Appoints Taylor Reach Group to Design Contact Center Operating Model
- Major sports league implements Taylor Reach contact center recommendations
- Major sports league selects Taylor Reach to assess its contact center organization
- Make 2022 the Best Year Ever for Your Contact Center!
- Man arrested for threatening agent
- Man jailed for misusing emergency contact centre
- Management Demands Meets Demand Management
- Managing Knowledge in complex telecommunications call center environment
- Managing potential problems in large-scale Contact Center projects
- Managing the Desired Customer Experience in Your Call Center
- Managing your Contact Center’s Telecom Costs
- Manila agents complain of NZ backlash
- Measure your Schedule Efficiencies
- Measuring FCR in your Call Center
- Medical Marijuana Company Appoints Contact Center Consultancy to Develop Agent Training Program
- Medical Marijuana Producer Assessing Their Contact Center Operations in Advance of the Introduction of Recreational Cannabis
- Metrics That Matter – AHT (Average Handle Time)
- Metrics that Matter – Service Level
- Metrics That Matter: Average Handle Time
- Metrics That Matter: Service Level
- Millennial Myths & The Call Center
- Millennial Myths & the Call Center
- Mobile Customer Service, That Changes Everything
- More calls needed for sales conversion…Call me Back
- Most Challenging Callers
- Most Challenging Callers
- Motivating without Money
- Multiple Workstyles May Signal the Need for New Compensation Plans at Many US Contact Centers
- Municipality Contracts Taylor Reach To Optimize Contact Center Operations
- New BPO partnership for Fiji
- New Call Center Manager – 1st Things to Do
- New Case Study Posted- Outsourced Quality Monitoring
- New Digs – Our New Head Office
- New Issue Customer Reach
- New Issue of Customer Reach now available
- New Service From Taylor Reach Equips Call Centers to Measure Customer Satisfaction, First Contact Resolution and Net Promoter Score
- New software to enable multi-lingual Customer Support
- New study confirms contact centre absenteeism problem
- New TeleSales Business- Teleffective
- New Video – Talking Call Centers- Rosetta Carrington Lue- City of Philadelphia
- New Video – Your Website as a Customer Support Tool
- New York City 311 Contact Center
- New Zealand consumers satisfied with contact centre service, according to survey
- Nortel files Chapter 11
- Nortel Pleads For Bonuses As Company Loses More Money
- November Call Center Absorption
- November Newsletter – Social Media: Real Gold or Fools Gold, The LAKE Effect and more
- Nutrition Firm Leases 800-867-5309; Jenny Probably Not Included
- NZ agents go on strike
- Obama Administration and Call Centers
- Offshoring good option for repetitive tasks
- Once in a Century
- One more priority for 2020…
- One of America’s Largest New Home Builders Retains Contact Center Consulting Firm to Assess Their Contact Center Operations
- One unresolved issue and 1 out of 4 customers will leave
- Only 43 percent of Execs think their phone customer service is good
- Operational Indicators – Service Levels, ASA & Occupancy Rate
- Operational Indicators – Average Handle Time (AHT)
- Operational Indicators: Financial Metrics
- Optus outage halts emergency contact centre
- Outbound Calling, the Ugly Duckling of Call Centers or the key to Goose your center revenues?
- Outbound Campaign Design and Management
- Outbound, Outsourcing and the New World Order
- Outbound, Outsourcing and the new world order
- Outsourcer says offshored contact centres trending home
- Outsourcing market to grow by $5 billion by 2013
- Outsourcing Preparedness & Suitability
- Outsourcing, Off-Shoring: Truth and Consequences
- Outsourcing, Off-Shoring: Truth and Consequences-Part 2
- Outsourcing, Offshoring Truth or Consequences Part 2
- Over 500 lost jobs in a week – Evidence the Canadian dollar has Changed Call Center Location Math
- Over-personal language irritates callers
- Pandemic Preparation Can Be Contagious
- Partnering with only one CCaaS supplier in the Cloud Paradigm?
- Patient Support organization receives expert Contact Center Strategy Assessment from leading consultancy
- Pay for Performance Contact Center Consulting
- Pay it Forward Friday
- Peaks, Spikes, Valleys and Troughs- How to manage your contact center in a high change environment
- Peaks, Spikes, Valleys and Troughs- How to manage your contact center in a high change environment.
- Pennsylvania Telemarketing Firm To Close
- People your Single Biggest Expense and your Biggest Asset in your Call Center
- Performance Management & Metrics
- Philippine HR still a concern
- Philippines Overtakes India in Call Center Outsourcing Revenues
- Phone Fundraisers Take More Than Charities
- Piss off the Call Center Agent at Your Peril
- Please Stop Using Voice Mail In Your Contact Center
- Plugins List
- Pokemon Go And Your Contact Center
- Police Policy or Empower- The Delta Impacts the Customer
- Poor customer service costing business
- Poor customer services costs big
- Preparing Your Contact Center for the Age of Virtual Agents
- Prerecorded Telemarketing Calls Now Need Written Permission
- Presidential Executive Fellow Rosetta Lue Joins Taylor Reach Group to lead Public Sector Practice
- Press Release: Financial Management Firm Contracts Taylor Reach for New Contact Center Site Selection
- Press Release: Leading BPO reaches out to CX and Contact Center consulting firm for assistance in improving agent retention
- Press Release: Stock transfer firm selects Contact Center Consultancy to develop roadmap to improve customer experience
- Press Release: Taylor Reach Group Selected to Optimize Vision Care Leader
- Primus Brings back jobs to Canada
- Print-only catalogs losing ground
- Proactive Customer Service to Deeper Customer Relationships
- Process Improvement & Management
- Profit Centre vs. Cost Centre
- Qantas to close US, UK contact centres in favour of Aus
- Quality Assurance an Approach
- Quality Assurance – Avoiding Gray Areas
- Quality Assurance in Your Contact Center
- Quality Assurance in Your Contact Center
- Quality Management & Customer Experience Design
- Quality Measurement / Monitoring Service (3PQM)
- Quality Monitoring
- Quality versus Efficiency? And the winner is …
- Queue Position or Estimated Time to Answer – Which is Better?
- Re-Imagining the Contact Center Model
- Recessions and Contact Centers
- RecoverCorp to Open New Call Center in Pickering
- Reinventing Call Centre Management
- Remember My Name!
- Resolving the Riddle of Retention
- Retaining your Call Center Agents
- Retention eBook available – Free
- Revenue Generation: Profit from Pain
- Revenue Model – Profit from Pain
- Robocalls’ Impact on the Digital Contact Center
- Root Cause Analysis in the Contact Center
- SaaS to be used by 75% of contact centers by 2013
- SALES CALLS ANNOY CUSTOMERS
- Sales IS Good Service
- Sales is Good Service whether you offer a Product or Service, or be a Private or Public Organization
- Self Service – Of Cents & Sensibility Part 1
- Self Service of Cents and Sensibility Part 2
- Self Service Trivia
- Self-Service in the age of AI
- September Newsletter is now available
- Setting SMARTER Goals—Improving the Evaluation Process
- Share your Call Center Perspective
- Should your contact center be best practice?
- Shoulder Massages to Boost Morale
- Shouldn’t 911 calls be answered?
- Sickness rates highest in call centres
- Singapore lags in Asian contact centre shift
- Site Selection
- Site Selection for your Contact Center
- Site Selection for Your Contact Center
- Site Selection for your Contact Center
- Sitel jobs draw hundreds of applicants
- Sitel opens a new 2000 seat contact center
- Sleepy’s to acquire 1800mattress.com
- Smart Solution, Dumb Deployment
- Snapshotz February Newsletter
- Snapshotz Monthly Download
- Snapshotz Monthly Newsletter- Thousand Flowers in Bloom- Millennial Myths Busted-The Language of Leadership
- Snapshotz of your Call Center- the SaaS Audit
- Snapshotz™ Call Center and Contact Center Audit
- Social Media for Customer Service: Gold or Fool’s Gold?
- Some of the Best Companies you have never heard of
- Some proven examples of getting past the gate keepers of the C-Level suite.
- Sometimes you can’t Win for Losing
- Sourcing
- Sourcing – In- Out – Home or Near
- Speaking at Customer Response Summit Miami – Colin Taylor
- Special Report: Closing the Revolving Door
- Special Report: Financial Call Center Best Practice
- Sporting Goods retailer retains Taylor Reach to support e-commerce experience
- Staff Retention
- Staff Retention Part 2- Are Your Supervisors Driving Turnover?
- Staff Retention Part 3 Improving Retention Today
- Starting a Call or Contact Center
- Sturgeons Law, Customer Service and Twitter
- Survey Shows L.L. Bean is Tops in Customer Service
- Survey: Most U.S. Companies Not Outsourcing
- Swazilands first call centre
- T-Mobile Launches VoIP Service
- Talking Call Centers Video- Milan Katz, Unity Health System
- Taylor Reach Case Studies on Video
- Taylor Reach client Terasen Gas announces new Call Center
- Taylor Reach Group announces the addition of Senior Consultant Thomay Vlahos
- Taylor Reach Group Speaks at 15th Annual CEM Focused Conference
- Taylor Reach Group to Co-Produce 15th Annual SCORE Customer Experience Conference
- Taylor Reach Group to ensure compliance for statewide youth crisis line
- Taylor Reach Group to Perform Contact Center Strategic Assessment for Organ Procurement Agency
- Taylor Reach Group Working with Fortune 500 Retailer to Support Vendor Selection
- Taylor Reach Group Working with Major Veterinary Hospital on Telephony Sourcing Project
- Taylor Reach NPS Score +100
- Taylor Reach to assist global currency leader in acquiring new telephony for contact centers
- Taylor Reach to guide transformation for laboratory services organization
- Taylor Reach to perform internal contact center strategic assessment for major sporting goods player
- Taylor Reach to perform strategic assessment for national association of licensing boards
- Taylor Reach to train county government contact center supervisors lead and effectively manage a remote workforce
- Taylor Reach Unveils Leadership Training Program for Transforming Contact Center Leaders for the Digital Age
- Taylor Reach Welcomes CX and Contact Center Industry Leader Steve Edmondson as Strategic Partner and Consultant
- Taylor Reach- Call Center & Customer Experience Consulting Firm Secures New Retail Client
- Technology Acquisition
- Tele Tech closes NL center
- Telecom Fiji opens new contact centre
- Telecom NZ to offshore and automate
- Telecom NZ to trial Philippine offshoring
- Teleflora Wins Snapshotz Audit
- Telemarketer Hit for $1 Million; Loses Mercedes
- Telemarketer Sentenced to 11 Years in Prison
- Teleperformance Acquires The Answer Group
- Teleperformance to close Cornwall Call Centre
- Telephone Bill Collector Boosts Take
- TELUS Call center could bring 1,000 jobs to Las Vegas
- Ten Dumb Things Smart Contact Center Executives Do
- Ten dumb things smart Contact Center Executives Do
- Texas bank engages with voice-of-the-customer
- The Art of Calibration
- The Challenges in Employing Research Reports to Make Purchase Decisions
- The Challenges in Employing Research Reports to Make Purchase Decisions
- The Challenges in Employing Research Reports to Make Purchase Decisions
- The Coming Disruption of the Contact Center Outsourcing Industry
- The Coming Disruption of the Contact Center Outsourcing Industry – Part 2
- The Contact Center Stack – Here’s what you need to build a modern contact center
- The Cost of Chat in the Call Center
- The Customer Experience and the Call Center Part 1
- The Customer Experience and the Call Center Part 2
- The Customer Experience and the Call Center, Part 3
- The Customer Experience: What Makes the Best the Best – Part 1
- The Customer Mirror and Improving your Customer Experience
- The Do’s and Don’ts to Achieve Customer satisfaction in your contact center
- The Elusive First Call Contact Resolution
- The evolution of a Business Process Outsourcer
- The Evolution the Call Center Audit – Benefits, How & Why…not as dull as it sounds
- The Fastest and Most Effective Way to Improve your Call Centre Operation (Promo)
- The future for Call Center Industry In Canada
- The Future of the Contact Center
- The Gap between Brand Promises and the Customer Experience
- The Great Resignation, The Great Re-Think, or The Great Retirement?
- The Help or Helpless Desk?
- The Importance of Forecasts in Contact Centers
- The Importance of Human Connection in a Remote Workplace
- The Influencers: Customer Service Report 2015
- The LAKE approach to Measure Customer Experience
- The One Thing to Improve Outsourcing Success
- The Role of Customer Service is to Serve the Customer
- The Secret Weapon for Call Centers
- The Shoemakers children…
- The Snapshotz Online Download September 2012
- The Snapshotz Online Update December 2011
- The Taylor Reach Group Extends Their Call Center Reach to Memphis, Tennessee
- The Taylor Reach Group Reaches Out Further
- The Taylor Reach Group, Inc. Launches Partner Referral Program
- The Trouble with Consultants…and Clients
- The True Costs of Turnover
- The US Contact Center Decision-Makers’ Guide, 2011 Now Available
- The Year in Review
- Think You Can’t Afford to Improve CX? Think Again!
- Top 10 Trends for 2015
- Top Industry Secrets for Successful Contact Center Scripting
- Top Tier Customer Experience a Key Focus for new Taylor Reach Senior Consultant Patricia Ballantyne
- Top Trends – Customer Experience
- Top Trends – Immersive or Flexible Learning
- Top Trends Affecting Contact Centers and the Customer Experience They Deliver
- Top Trends- Gamification
- Toward a Multi-Channel Contact Center – Email and Chat: Emerging Contact Center Technologies
- Towards a better understanding of Brand Affinity Relationship Drivers and their Dynamics
- Toyota Just Doesn’t Get It- Poor Design = Poor Experience
- Training – ‘One of a Thousand Moving Parts’
- Training: Your First, Best & Last Chance to Develop and Retain Agents
- Transcom to Close Sault Ste Marie Call Center
- Trends, Research and Statistic
- True Value of CSAT – 3 Categories Impacted by Customer Satisfaction
- Trusting those you trust with your most valuable asset
- Two Surefire Mistakes to Avoid
- Two Trends in Quality Assurance- What’s Ahead for Call Center QA
- Two undersea cables severed causing massive disruption
- UK Launch – Taylor Reach
- Understanding your Contact Center Costs – FCR (First Contact Resolution)
- Understanding Your Contact Center Costs: Attrition
- Understanding Your Contact Center Costs: Training
- Union contact centre played part in Labor win
- Unions want law changes to deter offshoring
- Up to 7000 agents required to support DTV conversion
- US Call Center Industry sees Negative Growth
- US crisis to affect Philippine call centers
- Using a Self Serve Approach for Contact Center Assessments
- Using an Easy Bake Oven to cook the Thanksgiving Turkey
- Using an Omni-Channel Strategy to Drive Customer Loyalty
- Using Lean Management & Human-centered Design to Improve Government Customer Experience
- Victorian police issue text fire warning
- Video Games versus Customer Service
- Video Interview of Amas Tenumah of Teleflora
- Video Interviews, the new normal
- Visionary PC Gaming and Peripherals developer calls in Taylor Reach for Contact Center Support
- Vodafone NZ to charge for some contact centre calls
- WA sets up graffiti contact centre
- Waiting in Queue Doesn’t Have to be Painful
- Want a Better Customer Experience? Ask the Front-Line!
- Webinar – Customer Experience is the New Marketing: Servicing Customers and Building Brand – view it now
- Webinar: Contact Center Self-Service and AI
- What are the most important components that make a successful contact center of the 21st Century?
- What Call Center Metrics mean to Customers
- What is Poor Service Costing your Call Center?
- What is The #1 Way to Improve Customer Service?
- What is the role of contact centers in customer satisfaction?
- What is the value of Customer Service?
- What’s so familiar with the situation? A few Suggestions to overcome some of the stumbling blocks in 2012
- Whats new
- When is Interim Management the Right Choice for Your Contact Center?
- When it Comes to Contact Center Management, Keep Your Best Leaders Motivated
- Where are My Friends? Adjusting to Life as a Leader
- Where Most Contact Centers Go Wrong-The ins and outs of rewarding your contact-center employees
- Who owns the customer experience anyway?
- Who said all the Call Center Incentives were Gone?
- Why does ‘Tunnel Vision exist amongst clever Contact Center people
- Why EarthLink Likes Click-to-Chat
- Why Most Call Center Customer Service is So Bad?
- Why the Quality Listening program Should Not be a Performance Review
- Why we need Customer Satisfaction as part of Quality Assurance
- Will AI Mean Less People and More Profit in the Contact Center?
- Will Technology Kill the Call Center
- Workforce Management Demystified
- You Can’t Manage What you can’t Measure
- You Don’t Know What you Don’t Know
- You’re Measuring CX…But What Are You Doing About It?
- Zappos – The Emperor has No Clothes?
- Zero to Contact Center in 20 Days – a case study
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