Colin Taylor
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15 steps to Improve your Contact Center
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 […]
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Eight Keys to Successful Contact Center Systems Implementations
Posted on April 04, 2023 in Best Practices • Blog • Call Center Technology • Call Center Tools • Technology
Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• Call Center Consulting• Colin Taylor• Contact Center Strategy• implementation• systems• Taylor Reach Group
by Colin Taylor & Peg Ayers Implementing a new system is one of the biggest risks in a Contact Center. The old system may not have been great, but at least we knew what it could do, and we knew how to do it. Now what? In our years of assisting clients in avoiding the […]
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The Great Resignation, The Great Re-Think, or The Great Retirement?
Posted on October 14, 2022 in Agent Experience • AI • Call Center Consulting • Contact center consulting • Customer Experience • Employee Engagement • Employee Experience • Leadership • WFH • WFM
Tags: #callcenter• #contactcenter• #custserv• Call Center Consulting• Colin Taylor• Operational Management• WFM
By Colin Taylor We are now into the fourth quarter of the year. Retail and ecommerce firms are gearing up for the holiday season, which means more staff. But where are they going to find more staff? It is hard to find new staff. We can blame the Great Resignation if we like, but where […]
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Evolution of Contact Center Scripts
Posted on September 28, 2022 in AHT • Best Practices • Call Center Consulting • Call Center Management • Call Center Performance • Contact Center Technology • Contact Centre Ops • Customer Experience • Customer Mirrors • Help Desk • Quality • Quality Assurance • Training
Tags: #callcenter• #contactcenter• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• scripting
By Colin Taylor [This post was adapted from a webinar that Colin Taylor delivered for Customer Contact Central on September 8, 2022. You can see the replay here while available: https://www.customercontactcentral.com/frs/22041151/top-industry-secrets-for-successful-contact-center-scripting/email] There has been a continuous evolution in scripting since we were taping printed copies onto cubicle walls. There are primarily 4 different types of […]
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Top Industry Secrets for Successful Contact Center Scripting
Posted on September 26, 2022 in Agent Experience • Best Practices
Tags: #callcenter• #callcentre• #cctr• #contactcenter• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Management• Contact Center Strategy• Customer Experience• scripting• service level
By Colin Taylor [This post was adapted from a webinar that Colin Taylor delivered for Customer Contact Central on September 8, 2022. You can see the replay here while available: https://www.customercontactcentral.com/frs/22041151/top-industry-secrets-for-successful-contact-center-scripting/email] When we think of a script a number of things can come to mind: The Cambridge English Dictionary defines it as both ”the words […]
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Managing potential problems in large-scale Contact Center projects
Posted on September 21, 2022 in Best Practices • Call Center Consulting • Call Center Management • Call centre consulting • Case Study • Contact center consulting • Contact Centre Ops • Hiring a call center consultant • Quality • TRG
Tags: #callcenter• #contactcenter• Call Center Assessment• Colin Taylor• Contact Center Consulting• Strategy• Taylor Reach Group
Not long ago, Taylor Reach was retained to design and creation of a single contact center for a large municipality that effectively combined three departments into one. Municipal governments operate complex, multi-tiered contact center operations supporting resident inquiries to many departments. As a result, customers—in this case, clients, taxpayers and residents—need to be assured of […]
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Visionary PC Gaming and Peripherals developer calls in Taylor Reach for Contact Center Support
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 […]
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Contact Center Training Isn’t Buddy-Buddy
Posted on February 11, 2022 in Agent Experience • Best Practices • Contact Centre Ops • Employee Engagement • Employee Experience • People management • Training • WFM
Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Colin Taylor• Contact Center Management• Leadership• Training• WFM
By Colin Taylor A lack of agent training is a sure-fire way of ensuring customers are disappointed. Learning a new skill or capability provide both enjoyment and a break from the mundane, and brings with it the opportunity to increase earnings. But to be effective, organizations need to ensure that they take a measured and […]
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Get Used To It
Posted on October 29, 2021 in Call Center Management • Contact center consulting • Customer Experience • Employee Experience • Leadership • Outsourced Quality Monitoring • Outsourcing • Quality Assurance • WFH • WFM
Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• Call Center Consulting• Colin Taylor• Contact Center Consulting• Customer Experience• WFH
By Colin Taylor We won’t go back to the “before times.” It is a simple as that. Wanting the world to be as you think it should be, rather than as it is, is the textbook definition of neurotic. So buckle up and get ready for the new world. “Hybrid work” is a new and […]
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Multiple Workstyles May Signal the Need for New Compensation Plans at Many US Contact Centers
Posted on September 03, 2021 in Agent Experience • Best Practices • Call Center Consulting • Call Center Management • Contact center consulting • Contact Centre Ops • Hiring a call center consultant • People management • Turnover • Virtual Call Center • Vrirtual Contact Center • WFH • WFM
Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• Attrition• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Operational Management• WFM
by JD Fairweather After several months of remote working – a workstyle many contact center leaders would have deemed impossible to implement a year and a half ago – employers are finding it difficult to lure staff back into the office. The Delta variant notwithstanding, it seems that employees are far too settled into the […]
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