Leadership

Posted on January 17, 2020 in agent attrition • Agent Experience • Call Center Consulting • Call Center Management • Call Center Performance • Contact center consulting • Contact Centre Ops • Employee Engagement • Employee Experience • People management • Training • WFM

Tags: Attrition• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Leadership• Training• WFM

by JD Fairweather For many contact centers, the road to 2020 is strewn with unfulfilled New Year resolutions from the previous decade, abandoned optimization projects and discarded digital transformations pave the way. The good news is it’s not too late to course correct. So, looking ahead to a simpler, resolute future, here are three areas […]

Posted on May 07, 2019 in Agent Experience • Best Practices • Call Center Assessment • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Performance • Call centre consulting • Contact Center • Contact center consulting • Contact Centre Ops • Employee Engagement • People management • retention • Turnover

Tags: #callcenter• #callcentre• #contactcenter• #contactcentre• #custexp• #Cx• AHT• Attrition• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Management• Contact Center Strategy• hours of operation• human resources• Leadership• Operational Management• work hours

By Colin Taylor I asked a client recently how they had determined their contact center hours of operation. After a long pause they replied “I don’t know.” Many organizations don’t think too much about their hours of operations, or HOOPs; they are just a fact of life. The contact center is staffed during this window […]

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 12, 2019 in Call Center Consulting • Call centre consulting • Case Study • Contact center consulting • Contact Centre Ops • Customer Experience • Opinion • Quality • retention • Strategy • The Taylor Reach Group

Tags: #custserv• #Cx• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Leadership• Outsourced Quality Listening• poor service• Root Cause Analysis• Taylor Reach Group

By Colin Taylor While working on a call center consulting engagement with one of the largest garbage companies in the country we encountered what was likely the most difficult customer I have ever experienced. We were working in a mid- sized call center and discussing their customers. The company serviced urban, suburban and rural customers […]

Posted on February 10, 2016 in Call Center Consulting • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • The Taylor Reach Group

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #custexp• #custserv• #Cx• Call Center Assessment• Call Center Audit• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Strategy• Customer Experience• Customer Service Consulting• Leadership• Operational Management• Strategy• Taylor Reach Group

Taylor Reach Group Adds Calgary to Markets With a Local Presence

Posted on January 19, 2016 in Call Center Consulting • Call Center Management • Call centre consulting • Contact center consulting • Customer Experience

Tags: #callcenter• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Call Center Consulting• Customer Experience• Leadership• Taylor Reach Group

Taylor Reach adds Arizona to its markets served Toronto ON,- Mr. Colin Taylor, The CEO and Chief Chaos Officer of The Taylor Reach Group, Inc. today announced that Walt Vercoe has joined the customer experience and contact center consulting firm effective immediately. Walt brings over 20 years customer service experience to Taylor Reach with solid […]

Posted on August 15, 2015 in Call Center Management • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction • News • Newsletters

Tags: #custexp• #custserv• #Cx• CEM• Customer Experience• customer service• Customer Service Consulting• Leadership• Operational Management• Taylor Reach Group

Customer Service Npower’s customer experience problems impact business From business-reporter.co.uk – August 14, 3:57 PM Energy firm Npower’s billing difficulties have led to a decline in profits, with the financial impact set to last until the end of 2016. The firm reported its half-year profits had fallen Colin Taylor TRG‘s insight: Can a poor #customerexperience […]

Posted on January 23, 2014 in Customer Experience • Customer Satisfaction • Employee Engagement

Tags: #callcenter• #custserv• #engagement• Leadership

By: Colin Taylor Labor is the single largest cost in any call or contact center operating budget. We know that in any group of agents there are those who are engaged and those whose lack of engagement becomes a burden to those around them. But what have you done to increase the engagement of your […]

Posted on November 27, 2012 in Call Center Audit • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Management • Customer Reach • Net Promoter • Opinion • Seminars • Social Media • Strategy • The Taylor Reach Group

Tags: #callcenter• #cctr• #custserv• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Consulting• CSAT• Customer Experience• Leadership• Operational Management• Social Media• Taylor Reach Group

Volume 9, Issue 9 November 2012 ISSN 1718-8938 ———————————————————————————————————————————————– Social Media for Customer Service: Gold or Fool’s Gold? By: J.D. Fairweather There’s gold in them thar hills, or so you would be led to believe by the social media pushers who drive companies to open up their service and support departments to the social stream. […]

Posted on October 16, 2012 in Call Center Management • Call Center Performance • Call Center Tools • Case Study • Contact Centre Ops • Planning

Tags: #callcenter• #cctr• 311• Colin Taylor• Contact Center Management• Leadership• Operational Management• Strategy• Taylor Reach Group

Recently Taylor Reach had the opportunity to tour and talk with Joseph R. Morrisroe of New York’s 311 services. The Call Center, launched in 2003 grew to over 400 staff with full and part-time, now through call and service remodeling has reduced the staff needed to about 280. The center takes about 22 million calls […]