CSAT

Posted on April 02, 2019 in Call Center Consulting • Call Center Management • Call Center Metrics • Call centre consulting • Contact center consulting • Contact Centre Ops • CSAT • Customer Experience • IVR • Metrics • Quality • Quality assurance • Quality Assurance

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• Quality Assurance• Quality Control• 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 […]

Posted on February 19, 2019 in Call Center Management • Case Study • Contact Centre Ops • Customer Experience • Customer Satisfaction • Uncategorized

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

Are You Listening to the Canaries in Your Customer Experience Coal Mine? By: Colin Taylor The call center or customer service department has long been call the ‘canary in the coalmine’ for its ability to provide early identification and diagnosis of problems and issues impacting the satisfaction of customers. Despite numerous warnings most organizations don’t change, […]

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 TaylorCustomer 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 and complete […]

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 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 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 January 19, 2016 in Call Center Assessment • Call Center Consulting • Call Center Management • Case Study • Contact Centre Ops • Customer Experience • Customer Satisfaction

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

Can You Hear the Canary in Your Customer Experience Coalmine? By: Colin Taylor The call center or customer service department has long been call the ‘canary in the coalmine’ for its ability to provide early identification and diagnosis of problems and issues impacting the satisfaction of customers. Despite of numerous warnings most organizations don’t change, […]

Posted on September 15, 2015 in Customer Experience • Customer Experience • Customer Experience Management

Tags: #callcenter• #contactcenter• #custexp• #customerexperience• #custserv• #Cx• Alignment• CEM• CSAT• Customer Experience• Customer Service Consulting• FCR

30 Experts in 30 Days – An Interview with Customer Experience Expert Colin Taylor Read the interview here or watch the video LEAH: Welcome to 30 Experts in 30 Days where we help entrepreneurs learn how to attract loyal clients and build their businesses by serving smart. Today, we have Colin Taylor with us. Ever […]

Posted on September 14, 2015 in Call Center Consulting • Call Center Management • Call Center Performance • Customer Experience • Customer Experience • Customer Experience Management • Customer Mirrors • Customer Satisfaction • FCR

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #custexp• #custserv• #Cx• Colin Taylor• Contact Center Strategy• CSAT• FCR• NPS

Colin Taylor on the Customer Experience, one of Leah M Berry’s 30 Experts in 30 Days. I had the privilege last week to speak with Leah M Berry who has been speaking with Entrepreneurs to discuss their areas of expertise and identify tips, guidance and advice that others can learn from their experience.Our discussions focused […]

Posted on August 07, 2015 in Call Center Consulting • Call Center Management • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #custexp• #custserv• Colin Taylor• CSAT• Customer Experience• Customer Service Consulting• Taylor Reach Group

By Colin Taylor I recently read a good post by Scott Sachs of SJS Solutions on the topic of proactive customer support In the post Scott does a great job setting the table for Proactive Customer Service in this post. From my perspective, companies need to look Proactive #custserv as an investment in the #customerexperience […]