Case Study

Posted on September 01, 2011 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Tools • Contact Centre Ops • Customer Experience • Customer Satisfaction • Planning • Research • Strategy • Technology

Tags: Alignment• Call Center Assessment• Call Center Audit• Call Center Consulting• Case Study• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Costs• FCR• Leadership• Operational Management• Research• Snapshotz• Strategy• Taylor Reach Group

Can Snapshotz deliver $ savings in the public sector? This public sector organization employing 55 agents conducted a review of their centre using the Snapshotz Online tool and support from Customer Services Audit. Initially not expecting to find anything new as multiple databases and an archaic CRM tool were big bugbears. However it was decided […]

Posted on August 27, 2010 in Call Center Consulting • Case Study • Contact Centre Ops • Customer Satisfaction • Outsourced Quality Monitoring • People management • Quality • Strategy • Success • The Taylor Reach Group

Tags: Call Center Consulting• Case Study• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Satisfaction• Customer Service Consulting• Operational Management• Outsourced Quality Listening• Outsourced Quality Monitoring• Outsourcing• Strategy• Taylor Reach Group

We have just published a new Case Study on Outsourced Quality Monitoring. This is a service we have been providing to a select number of clients for more than 5 years and now are rolling out. Outsource your QA Monitoring The Taylor Reach Group Inc. (Taylor Reach) offers 3rd Party Quality Monitoring Service (3PQM) to […]

Posted on July 21, 2010 in Call Center Consulting • Case Study • Contact Centre Ops • Customer Satisfaction • The Taylor Reach Group

Tags: Call Center Consulting• Case Study• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Taylor Reach Group

Long before my career in call center consulting and call center operations and management I took Radio and Teleivsion in college, but never worked a day in this field, so using youtube is the closest I have come. Video may have killed the radio star according to the Buggles, but we will see how video […]