Leadership

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 […]

Posted on October 04, 2012 in Call Center Management • Call Center Tools • Contact Centre Ops • News • Technology • Telecommunications • The Taylor Reach Group

Tags: #callcenter• #callcenterDIY• #cctr• Contact Center Management• Contact Center Strategy• Leadership• Operational Management• TRG

A Guest Blog By Ashley Furness Research firm Software Advice recently moderated a live online debate called, “Will Technology Kill the Call Center?” Representatives from IntelliResponse, Avaya Inc., Drumbi and Etech Global Services discussed consumer contact channel utilization, technology and the impact of these trends on the future call center. The speakers offered advice on […]

Posted on October 01, 2012 in Call Center Consulting • Contact center consulting • The Taylor Reach Group • TRG

Tags: #callcenter• #cctr• #custserv• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Strategy• Customer Experience• Leadership• Outbound Calling• Taylor Reach Group• Teleweb

TeleWeb Veteran joins leading Customer Experience consulting firm. Adds to The Taylor Reach Group Inc. capabilities to help brands create meaningful dialogue with their customers. Toronto, ON (PRWEB) October 01, 2012 Mr. Colin Taylor, The Chairman and CEO of The Taylor Reach Group, Inc. today announced that Bruce Lebowitz has joined the customer experience and […]

Posted on September 26, 2012 in Call Center Management • Contact Centre Ops • Customer Experience • Customer Experience • Customer Satisfaction • Net Promoter • Strategy • Success • The Taylor Reach Group

Tags: #cctr• #custserv• #Cx• Alignment• Call Center Consulting• CEM• Contact Center Consulting• Contact Center Strategy• Customer Expericence Consulting• Customer Experience• Customer Service Consulting• Leadership• Social Media• Strategy• Taylor Reach Group

https://thetaylorreachgroup.com/wp-content/uploads/2016/01/ct-1.jpg By Colin Taylor I had a humbling experience the other day. I lost a sales opportunity because we failed to deliver the Customer Experience that a prospect expected to receive. In our marketing and advertising we portray the company as professional, responsive, easy to do business with and in our opinion most importantly expert […]

Posted on May 11, 2012 in Call Center Consulting • Call Center Management • Customer Experience • Customer Satisfaction • Quality

Tags: #callcenterDIY• #cctr• #custserv• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Strategy• CSAT• Customer Experience• Customer Service Consulting• Leadership• Operational Management• Strategy• Taylor Reach Group

Traditionally call center quality assurance has focused on the back end of the activity, assessing the call after it is completed. This is a little like closing the barn door after the horse has left. It also means that we must accept that any issues or problems that impacted on the specific call assessed has […]