Colin Taylor

Please Stop Using Voice Mail In Your Contact Center

Posted on December 12, 2016 in Call Center Management • Contact Center • Customer Experience

Tags: #callcenter• #contactcenter• #custexp• #custserv• Colin Taylor• Contact Center Consulting• Contact Center Management• Customer Experience• Operational Management

By: Colin Taylor There are a few that really grate on me, fingernails scraping a blackboard, chewing on tin foil and voice mail in a contact center. There is little I can do about the first two on my list other than avoiding blackboards and tin foil, but I can make an impassioned plea to […]

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Taylor Reach NPS Score +100

Posted on October 07, 2016 in Customer Experience • Customer Experience • Customer Experience Management • Net Promoter • The Taylor Reach Group

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Strategy• CSAT• NPS• Taylor Reach Group

By: Colin Taylor Customer Satisfaction is critical for the success of any organization, and Taylor Reach is no different. Each member of the team strives to delight our customers and exceed their expectations. To gauge the satisfaction of our clients we employ a customer satisfaction survey and all of our clients are asked to participate […]

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The Customer Experience: What Makes the Best the Best – Part 1

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

Tags: #custexp• #custserv• #Cx• Colin Taylor• Customer Experience• Customer Service Consulting

Good day. My name is Colin Taylor, and in this discussion, we’re going to be discussing the customer experience and what makes the best organizations the best. First, a little bit about myself and the organization. As I said, my name is Colin Taylor, and I’m the Chairman and Chief Chaos Officer for The Taylor […]

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SCORE Conference- Join Your Peers in Boston

Posted on April 18, 2016 in Uncategorized

Tags: #callcenter• #callcenterDIY• #callcentre• #custexp• #custserv• #Cx• Colin Taylor• Leadership• Operational Management

  Special Invitation for Friends of Taylor Reach Group to Attend SCORE Conference 2016   SCORE 2016 Conference Sponsor Register Today and Receive The Taylor Reach Group Special Pricing!                The Seaport Hotel         Boston, MA   Celebrating Over a Decade of Success Bringing CEM Professionals Together   Whether you […]

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Quality Assurance in Your Contact Center

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 […]

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Metrics that Matter – Service Level

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 […]

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Colin Taylor on Why to Select Taylor Reach

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

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‘Data is a king, at the end of the day the person with the best data wins’ – an interview with Colin Taylor

Posted on February 17, 2016 in Agent Experience • Call Center Consulting • Call Center Management • Customer Experience

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

Colin Taylor was recently interviewed and featured on Data2CRM website. The website can be found here Thank you to Nataliia and the folks at Data2CRM for the chance to chat. Editor’s note: Nowadays, as the customer experience has an extensive impact on the metrics of a business ranging from consumer loyalty and brand equities to […]

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Customer Experience Consultancy Adds Ottawa to Markets Served

Posted on February 11, 2016 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call centre consulting • Contact center consulting • Customer Experience • The Taylor Reach Group

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

February 12, 2016 Customer Experience Consultancy Adds Ottawa to Markets Served Toronto,- Mr. Colin Taylor, The CEO and Chief Chaos Officer of The Taylor Reach Group, Inc. announced today that Garry Schultz has joined the customer experience and contact center consulting firm effective immediately. “Garry is an experienced Customer Care strategist with expertise in assisting […]

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Customer Experience Consultancy Expands West With Newest Hire

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

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