Conference

Posted on January 27, 2015 in Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Case Study • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction

Tags: #callcenter• #cctr• #contactcenter• #custexp• #customerresponsesummit• #custserv• #Cx• #execsintheknow• Conference

? Join Colin Taylor and other customer experience professionals at the Customer Response Summit in Miami, Feb 8-10 This looks like another great event with speakers from Amazon, GM HootSuite, Kohl’s, Walmart and Harley-Davidson to name a few. I’ll be presenting as part of the “Customer Experience Face-Off: The Future of the Customer Experience”. Hope […]

Posted on November 05, 2010 in Call Center Consulting • Call centre consulting • Customer Experience • Customer Reach • Education • Opinion • Social Media • The Taylor Reach Group

Tags: Call Center Consulting• Conference• Contact Center Consulting• Leadership• Operational Management• Social Media• Strategy• Taylor Reach Group

Interview with Amas Tenumah of Teleflora discussing Call Center trends, the return of CRM and the role and capabilities of Social Media. Watch the video here

Posted on September 13, 2010 in Call Center Consulting • Contact Centre Ops • Customer Satisfaction • Facts and Figures • Offshoring-Outsourcing • Opinion • People management • Planning • Research • The Taylor Reach Group

Tags: Call Center Consulting• Colin Taylor• Conference• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Offshoring• Operational Management• Outsourcing• Strategy• Taylor Reach Group• Turkey

We recently were asked this question by Call Center Life, a magazine serving the Turkish call center industry and wanted to share this content here Question – What is the role of contact centers in customer satisfaction? Colin Taylor – Contact and call centers are the primary conduit through which companies and increasingly everyone else […]

Posted on December 15, 2009 in Contact Centre Ops • Opinion • Quality • Strategy • Technology

Tags: Conference• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Leadership• Operational Management• Research• WFM

In the December 2009 issue: Beware my Son, the Consultant–Part 2-Why would you hire a Consultant? – By Colin Taylor Workforce Management Manifesto: Using WFM to deliver on Three Customer Expectations- By George Xourafas Inside TRG – Free Research Offer Extended Case Study – In this regular column we review the successes that TRG is […]

Posted on October 05, 2009 in Contact Centre Ops • Education • Networking • News • Purchasing Decisions

Tags: Conference• Contact Center Management• Operational Management• Trade Show

Questex Media Group has made the decision not to hold ICCM Canada in 2009. This decision was based not only on current marketplace conditions, but also on the changing needs of our exhibitor and audience base. As always, Questex strives to meet the education, training and networking needs of our event attendees, and to maximize […]