Metrics That Matter: Service Level
Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #Cx• ASA• Call Center Consulting• Colin Taylor• Consulting Contact• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• service level• Strategy• Taylor Reach Group
By Colin Taylor Service level is one of the most common metrics employed at call and contact centers to define how the center is performing. Senior management becomes acclimatized to looking for that service level number and reacting to it as a gauge of how well they’re performing against targets and in meeting their customer […]Read more
Are You Limiting Your Customer Experience While Increasing Customer Churn?
Posted on March 01, 2019 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Customer Experience • Customer Experience Management • Customer Satisfaction • FCR • Root Cause Analysis • Strategy
By Colin Taylor Research tells us that 85% of customer churn is due to poor service that was in fact preventable. 11% of customer churn could have be prevented by simple company outreach and 67% of customer churn is preventable if the customer issue had been resolved at the first engagement. This tells us something […]Read more
Friction in the Customer Experience
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, […]Read more
Global contractor network enlists Taylor Reach in new telephony acquisition
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 […]Read more
Taylor Reach to assist global currency leader in acquiring new telephony for contact centers
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 […]Read more
Taylor Reach NPS Score +100
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 […]Read more
UK Launch – Taylor Reach
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 […]Read more
Auditing, Made Easy.
Posted on August 24, 2016 in Agent Experience • Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Customer Experience Management • Customer Experience Metrics • Facts and Figures • Metrics • Opportunity • People management • Service Level • Strategy • Technology • The Taylor Reach Group
Operational Efficiency, Excellence and Best Practice improvements can only be achieved once the opportunities have been identified. The reality is however, that due to the ever changing world of technology, communications and the customers themselves, the metrics that reveal the opportunities are constantly changing and adapting to new innovations, fads and management concepts. When in truth Operational […]Read more
Customer Satisfaction as a Primary KPI?
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 […]Read more
Brexit – Good for the Irish Tech and Call Center Industry?
By Peter Elliot As an avid participant in the tech industry for the last quarter-century, I have seen a lot of change. Let me start by saying I do hope that Brexit won’t be of much note as we look back on the UK tech scene in five years’ time. That said, I have not […]Read more