Call Center Audit

Posted on May 11, 2023 in Agent Experience • Best Practices • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Performance • Call Center Technology • Call Center Tools • Call centre consulting • Contact center consulting • Contact Centre Ops • Employee Engagement • Employee Experience • Leadership • People management • Planning • Quality • Quality Assurance • retention • Strategy • WFM

Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• Call Center Audit• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Leadership• Operational Management• Taylor Reach Group• WFM

by Colin Taylor I was in Las Vegas last week attending and speaking at Call & Contact Center Expo US and it was a great time. I got to see a number of familiar faces and meet a bunch of new friends. I also saw a lot of very interesting technologies. I was particularly impressed […]

Posted on August 26, 2022 in Uncategorized

Tags: #callcenter• #callcentre• #contactcenter• #contactcentre• #custexp• #Cx• Call Center Audit• Call Center Consulting• Colin Taylor• Snapshotz

A visionary leader in PC gaming and peripherals development and manufacturing has called in The Taylor Reach Group, Inc. (TRG) to provide an assessment of its critical Customer Service and Technical Support Contact Center Operations. The company’s global and online presence, with a highly demanding audience, means it needs to be able to create a […]

Posted on October 14, 2020 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Contact center consulting • Expert round-up • Hiring a call center consultant

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

By Colin Taylor In the age of Linked In, everyone claims to be an expert and the challenge for most people is how do you tell the real experts from the self-appointed? I would humbly suggest that there a few factors to consider; What have they done and where (locations and verticals)? In short, what […]

Posted on April 02, 2019 in Call Center Consulting • Call Center Management • Call Center Metrics • Call centre consulting • Contact center consulting • Contact Centre Ops • CSAT • Customer Experience • IVR • Metrics • Quality • Quality Assurance • Quality assurance

Tags: #callcenter• #contactcenter• #Cx• Call Center Assessment• Call Center Audit• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• CSAT• Customer Experience• Customer Service Consulting• Operational Management• Outsourced Quality Listening• Quality Assurance• Quality Control• Taylor Reach Group

  Quality is a critical support function in call and contact centers. In this interview, Colin Taylor and John Cockerill discuss Quality Assurance, Compliance, outsourcing and the risks and opportunities that can be found by a closer look at your contact centers’ quality program. Colin: Hello and welcome to Talking Contact Centers. My name is […]

Posted on January 02, 2017 in Services

Tags: #benchmark• #callcenter• #contactcenter• #contactcentre• #custexp• #custserv• Call Center Assessment• Call Center Audit

Do you know how your center compares to ‘Best Practices’? The Snapshotz™Audit benchmarks your center against ‘Best Practices’ globally. Compare your center to thousands of other centers across 700+ data points

Posted on August 24, 2016 in Agent Experience • Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Customer Experience Management • Customer Experience Metrics • Facts and Figures • Metrics • Opportunity • People management • Service Level • Strategy • Technology • The Taylor Reach Group

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custserv• #Cx• Call Center Audit• Call Center Consulting

Operational Efficiency, Excellence and Best Practice improvements can only be achieved once the opportunities have been identified. The reality is however, that due to the ever changing world of technology, communications and the customers themselves, the metrics that reveal the opportunities are constantly changing and adapting to new innovations, fads and management concepts. When in truth Operational […]

Posted on March 23, 2016 in Call Center Consulting • Call Center Management • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Metrics • Outsourced Quality Monitoring • Quality

Tags: #callcenter• #contactcenter• #Cx• Call Center Assessment• Call Center Audit• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• CSAT• Customer Experience• Customer Service Consulting• Operational Management• Outsourced Quality Listening• Taylor Reach Group

Quality is a critical support function in call and contact centers. In this interview, Colin Taylor and John Cockerill discuss Quality Assurance, Compliance, outsourcing and the risks and opportunities that can be found by a closer look at your contact centers’ quality program. Colin: Hello and welcome to Talking Contact Centers. My name is Colin […]

Posted on February 10, 2016 in Call Center Consulting • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • The Taylor Reach Group

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

Taylor Reach Group Adds Calgary to Markets With a Local Presence

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 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 […]