Customer Experience

Posted on May 22, 2019 in Best Practices • Contact Center • Contact center consulting • Customer Experience • Quality

Tags: #callcenter• #contactcenter• #custexp• #Cx• Alignment• Call Center Assessment• Contact Center Consulting• Customer Experience• design• Rosetta Lue• Taylor Reach Group

By Rosetta Lue The government will better serve all stakeholders by establishing a focus to oversee the design and implementation of a human-centered design strategy that: identifies and responds to key touch points in a stakeholder’s journey streamlines, integrates, and scales websites and call centers consistently over time takes a holistic, iterative approach to prioritizing […]

Posted on May 14, 2019 in Blog • Customer Experience • Customer Experience Management • Customer Reach • Customer Satisfaction • Customer service • Customer Support

Tags: #callcenter• #cctr• #contactcenter• #custexp• Alignment• Call Center Consulting• Contact Center Strategy• Customer Experience• customer service• Customer Service Consulting• games• gaming• Strategy• Taylor Reach Group

by JD Fairweather There was a time where video games were purchased, played and completed with no reason to interact with their creators. The enjoyment to be had was contained within a small window of experience and replay-ability reserved for the most dedicated of fans. Post-purchase interaction with the game developers or publisher was limited to […]

Posted on April 16, 2019 in Call Center Management • Call Center Performance • Employee Engagement • Hiring a call center consultant • People management • Positions • retention

Tags: #callcenter• #callcentre• #cctr• #cctrmyths• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• #HR• Colin Taylor• Contact Center Management• Customer Experience• Leadership• millennials• Myths• Operational Management• Social Media• staffing• Taylor Reach Group• Training

By Colin Taylor I read an interesting article by Jennifer J Deal at strategy+business looking at five myths we hold about Millennials. For the past number of years we have all heard horror stories about organizations that gave away iPads, spot bonuses, socially conscious and social responsible activities, but still had staff leave for greener pastures. […]

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 October 18, 2018 in Call Center Technology • Contact Center Technology • Press Release • Technology • Telecommunications

Tags: #cctr• #custserv• #Cx• #telecom• #telephony• call center• communications• construction• contact center• contractors• Customer Experience• customer service• infrastructure• suppliers• Taylor Reach• Taylor Reach Group• TRG

A global leader in contract resource management has enlisted the aid of The Taylor Reach Group, Inc. (Taylor Reach) in acquiring a new telephony platform for their offices and contact centers around the world. Headquartered in the USA, the client is a global resource for connecting qualified contractors and suppliers with hiring clients. Working on […]

Posted on October 11, 2018 in Press Release • Technology

Tags: #Cx• #telecom• #telephony• call center• communications• contact center• currency• currency investment• Customer Experience• customer service• foreign exchange• Forex• investing• Taylor Reach• Taylor Reach Group• trade• TRG

The Taylor Reach Group, Inc., announces a new telephony project for a world leader in international currency exchange. Working with individual and corporate investors, as well as handling foreign exchange transactions for businesses, creates a highly demanding customer experience environment. With the assistance of Taylor Reach’s team of contact center and CX experts, those demands […]

Posted on March 16, 2017 in Blog • Call Center Assessment • Call Center Audit • Call Center Consulting • Call centre consulting • Contact Center • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Metrics • Customer Satisfaction • News • Snapshotz • TRG

Tags: #callcenter• Call Center Assessment• Call Center Consulting• Contact Center Consulting• Contact Center Management• Customer Experience• Customer Service Consulting• Snapshotz• Taylor Reach Group

The Taylor Reach Group, Inc., allows brands to see behind the customer experience curtain – announcing 3 services, each with a different focus for optimizing CX delivered in the contact/call center. Toronto-ON- Colin Taylor, the CEO and Chief Chaos Officer of Taylor Reach Group, Inc., announced today that the company has expanded their customer experience consulting […]

Posted on January 24, 2017 in Agent Experience • Call Center Consulting • Call Center Management • Call Center Performance • Contact Center • Customer Experience • Employee Experience • Hiring a call center consultant • People management

Tags: #callcenter• #callcentre• #contactcenter• #custexp• Call Center Consulting• Customer Experience

By: Bruce Lebowitz Executives often judge a contact center by traditional metrics.  These might include low abandonment rates, an extremely quick speed to answer and meeting handling time goals.  When proud of a contact center, executives often point to its technology too.  The fact that the contact center never goes down, has instant screen pops […]

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 […]

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 […]