Call Center Consulting

Posted on October 06, 2016 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Contact center consulting • Customer Experience • Customer Experience • Customer Experience Management • Customer Experience Metrics

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Call Center Assessment• Call Center Consulting• Contact Center Strategy• CSAT• Customer Experience• Customer Service Consulting

By: Colin Taylor Well it has been a busy month for Taylor Reach and for our Senior Consultant, Peter Elliot leading our UK team. Not only have we launched our Contact Centre, Call Centre and Customer Experience consulting services, but Peter is also relocating and changing his home address. Should you wish to reach Peter […]

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 August 10, 2016 in Call Center Management • Call Center Performance • Contact center consulting • Customer Experience • Customer Satisfaction • Employee Engagement • Metrics • Net Promoter • The Taylor Reach Group

Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #Cx• Call Center Consulting• Contact Center Consulting• CSAT• Customer Experience• Customer Service Consulting• Operational Management• Taylor Reach Group

By: Turaj Seyrafiaan There have always been a number of contact center efficiency and effectiveness indicators. While each has a certain and important role, it should always be emphasized that we cannot analyze these indicators in solitude and need to view them as part of a larger holistic picture. From time to time, however, I […]

Posted on July 11, 2016 in Call Center Consulting • Call Center DIY • Call Center Management • Customer Experience • Customer Satisfaction • New Call Center • Site Selection • Technology • Turnover

Tags: #callcenter• #callcentre• #cctr• #custserv• #Cx• Building a call center• Building a contact center• Call Center Consulting• New call center• new contact center• Operational Management• starting a call center

5 Reasons New Call Centers FailBy: Colin TaylorThere can be many reasons for an organization to decide it is time to create a call center or contact center. Perhaps organic growth, a new product, service or acquisition is resulting in calls swamping the switchboard, or customers are tracking down the administrative offices to trace an […]

Posted on April 19, 2016 in CSAT • Customer Experience • Customer Experience Metrics

Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #Cx• Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy

Peter Elliot Senior Consultant – Europe Customer Service and CRM There is a largely linear relationship between the Quality and Cost of a customer service operation. Intuitively, the better the quality of service offered, the higher the cost. Take the simple example of answering a customer call. To offer the highest service level, the call […]

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 March 13, 2016 in Customer Experience

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custserv• Call Center Assessment• Call Center Consulting• Contact Center Consulting

By: Colin Taylor I am often asked what the role of the contact center is in the customer experience and whether the contact center is an outdated mode of customer communications in the age of web 2.0, ecommerce, social media and self-service. To which I reply that the contact center is arguably the most valuable […]

Posted on February 25, 2016 in AHT • Call Center Assessment • Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Customer Experience Management • Customer Satisfaction • Metrics • TRG

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• AHT• Call Center Consulting• Contact Center Consulting• Customer Service Consulting• Taylor Reach Group

AHT  the Most Misunderstood Metric in Call or Contact Centers   Today my topic is average handle time, or AHT, what it means to you and why it’s an important metric within the call and contact centers. Average handle time is a wonderful tool. Everybody uses it and they believe they use it correctly. It’s a good […]

Posted on February 25, 2016 in ASA • Call Center Consulting • Call Center Management • Call centre consulting • Contact Centre Ops • Customer Experience • FCR • Metrics • Service Level

Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #Cx• ASA• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• service level• Strategy• Taylor Reach Group

Hello, my name’s Colin Taylor and I’m the CEO and Chief Chaos Officer for the Taylor Reach Group. We are a call and contact center consulting firm based in the Toronto area. We assist our client organizations in improving the customer experience, operational effectiveness and efficiency of their call or contact center. Today in this […]

Posted on February 18, 2016 in Agent Experience • Call Center Consulting • Call Center Performance • Call centre consulting • The Taylor Reach Group • TRG

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #custexp• #custserv• #Cx• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Taylor Reach Group

Check out this video where Colin Taylor the CEO and Chief Chaos Officer of the Taylor Reach Group, shares the reasons why he feels organizations should choose Taylor Reach