Alignment

Posted on May 22, 2019 in Best Practices • Contact Center • Contact center consulting • Customer Experience • Quality

Tags: #callcenter• #contactcenter• #custexp• #Cx• Alignment• Call Center Assessment• Contact Center Consulting• Customer Experience• design• Rosetta Lue• Taylor Reach Group

By Rosetta Lue The government will better serve all stakeholders by establishing a focus to oversee the design and implementation of a human-centered design strategy that: identifies and responds to key touch points in a stakeholder’s journey streamlines, integrates, and scales websites and call centers consistently over time takes a holistic, iterative approach to prioritizing […]

Posted on May 14, 2019 in Blog • Customer Experience • Customer Experience Management • Customer Reach • Customer Satisfaction • Customer service • Customer Support

Tags: #callcenter• #cctr• #contactcenter• #custexp• Alignment• Call Center Consulting• Contact Center Strategy• Customer Experience• customer service• Customer Service Consulting• games• gaming• Strategy• Taylor Reach Group

by JD Fairweather There was a time where video games were purchased, played and completed with no reason to interact with their creators. The enjoyment to be had was contained within a small window of experience and replay-ability reserved for the most dedicated of fans. Post-purchase interaction with the game developers or publisher was limited to […]

Posted on September 15, 2015 in Customer Experience • Customer Experience • Customer Experience Management

Tags: #callcenter• #contactcenter• #custexp• #customerexperience• #custserv• #Cx• Alignment• CEM• CSAT• Customer Experience• Customer Service Consulting• FCR

30 Experts in 30 Days – An Interview with Customer Experience Expert Colin Taylor Read the interview here or watch the video LEAH: Welcome to 30 Experts in 30 Days where we help entrepreneurs learn how to attract loyal clients and build their businesses by serving smart. Today, we have Colin Taylor with us. Ever […]

Posted on January 14, 2013 in Contact Centre Ops • Customer Experience • Customer Mirrors

Tags: #callcenter• #cctr• #custserv• #Cx #ce #cem• Alignment• Customer Experience• customer mirrors• Cxm

By: Colin Taylor I was sitting on my deck this morning a looked toward the lake and noticed the 6‘metal post I have installed, next to the garden. On this post there used to be two satellite dishes one for the television and one for internet. In the past few weeks I have had the […]

Posted on November 29, 2012 in Call Center Consulting • Call Center Management • Call Center Performance • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction • Net Promoter

Tags: #Cx #ce #cem• Alignment• Call Center Assessment• Call Center Audit• Contact Center Management• Contact Center Strategy• CSAT• Customer Effort• Customer Experience• CX Snapshot• Emotional engagement• Net Promoter Score• NPS• Rational Engagement• Taylor Reach Group

Gaining insight into your connection with your customer. November 26, 2012- Toronto, ON-PRWeb- Colin Taylor the CEO of The Taylor Reach Group, Inc. (TRG) and Bruce Lebowitz, Founder of Contextual Strategy Group announce today the launch of Customer Experience Snapshot (CX Snapshot) a customer experience and engagement service that measures contact center interactions from the […]

Posted on October 30, 2012 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction • Net Promoter • Planning • Quality • Strategy

Tags: #callcenter• #cctr• #custserv• Alignment• CE Snapshot• CEM• Colin Taylor• Customer Service Consulting• CX Snapshot• Operational Management• Taylor Reach Group

By: Colin Taylor Congratulations to Pete Winemiller, SVP of guest relations for the NBA’s Oklahoma City Thunder, who was named the 2013 Chief Customer Officer (CCO) of the Year, by The Chief Customer Office Council (CCO Council). The award recognized individuals who “improving customer relationships, driving profitable customer behavior, creating a customer-centric culture, and helping […]

Posted on October 23, 2012 in Call Center Assessment • Call Center Audit • Call Center Management • Customer Experience • Customer Experience • Customer Satisfaction

Tags: #callcenter• #cctr• #custserv• Alignment• Call Center Assessment• Call Center Audit• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Experience• Customer Service Consulting• Taylor Reach Group

On Friday when our associate Bruce Lebowitz spoke on BlogTalk Radio on Branding Dialogues and one of the points he addressed was the LAKE approach to measuring the customer experience in the call center. LAKE stands for: – Language, the language and vocabulary the agent employs, – Attitude, the attitude demonstrated by the agent during […]

Posted on September 26, 2012 in Call Center Management • Contact Centre Ops • Customer Experience • Customer Experience • Customer Satisfaction • Net Promoter • Strategy • Success • The Taylor Reach Group

Tags: #cctr• #custserv• #Cx• Alignment• Call Center Consulting• CEM• Contact Center Consulting• Contact Center Strategy• Customer Expericence Consulting• Customer Experience• Customer Service Consulting• Leadership• Social Media• Strategy• Taylor Reach Group

https://thetaylorreachgroup.com/wp-content/uploads/2016/01/ct-1.jpg By Colin Taylor I had a humbling experience the other day. I lost a sales opportunity because we failed to deliver the Customer Experience that a prospect expected to receive. In our marketing and advertising we portray the company as professional, responsive, easy to do business with and in our opinion most importantly expert […]

Posted on August 23, 2012 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Tools • Call centre consulting • Strategy • The Taylor Reach Group

Tags: #cctr• #custserv• Alignment• Call Center Assessment• Call Center Audit• Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• Research• Snapshotz• Strategy• Taylor Reach Group

Hospitality and Property Management Vertical Best for Corporate and Call Center Alignment Snapshotz benchmarking of call and contact centers world wide released the results of analysis of more than 600 call centers highlighting the connection between corporate goals and a centers objective. Center directors and VP’s when asked about the connection between the business and […]

Posted on August 13, 2012 in Call Center Consulting • Call Center DIY • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Customer Experience • Customer Satisfaction • Employee Engagement • People management • Quality • retention • Strategy • The Taylor Reach Group • Training • Turnover

Tags: #cctr• #custserv• Alignment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Experience• Customer Service Consulting• Operational Management• performance management• Training

By Colin Taylor We often say that there are a ‘thousand moving parts’ in any call or contact center and we developed this phrase to illustrate the level of connectedness and inter-relationship that exists between multiple elements and activities in any center. Training, the training process and the training curriculum illustrates this point. Training is […]