NPS

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 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 05, 2015 in Call Center Management • Call Center Performance • Contact Centre Ops • Customer Experience • Customer Satisfaction • retention • Technology

Tags: #callcenter• #contactcenter• #custexp• #custserv• #Cx• Attrition• CSAT• NPS

In this guest post Tenacity CEO Ron Davis outlines Tenacity, sets out how Social Physics can change the dynamics in your contact center resulting in healthier, happier and more connected agents. What is more it can reduce attrition, and increase Customer Satisfaction and NPS scores. Introduction: Tenacity is an employee engagement application for contact centers, […]

Posted on January 14, 2015 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Contact center consulting • Contact Centre Ops • Offshoring-Outsourcing • Site Selection • Strategy • Technology • Telecommunications • The Taylor Reach Group • Training • TRG • Turnover

Tags: #BPO• #callcenter• #cctr• #consulting• #contactcenter• #custexp• #telephony• Colin Taylor• Contact Center Consulting• Contact Center Strategy• CSAT• NPS

Well another year is behind and a new fresh unblemished year stands before us. I hope that you had a good year in 2014 and that 2015 brings you all the joy and happiness you wish for. At the intersection of the years it is common for us to both look back on what we […]

Posted on February 08, 2013 in Call Center Management • Call Center Performance • Contact Centre Ops • Customer Experience • Gartner • Net Promoter • Offshoring-Outsourcing • Planning • Strategy • The Taylor Reach Group

Tags: #callcenter• #cctr• #custserv• CSAT• hriing• Knowledgebase• NPS• Orbys• Outsource Assessment• Outsourcing• skills and competencies• Training

By Colin Taylor I was on a webinar yesterday and heard that according to Gartner 80 percent of customer service outsourcing projects that are designed to cut costs will fail. Gartner cited many causes including incomplete processes, ill-planned compensation structures and lack of management. This statistic is in line with the Orbys Consulting finding that […]

Posted on November 29, 2012 in Call Center Consulting • Call Center Management • Call Center Performance • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction • Net Promoter

Tags: #Cx #ce #cem• Alignment• Call Center Assessment• Call Center Audit• Contact Center Management• Contact Center Strategy• CSAT• Customer Effort• Customer Experience• CX Snapshot• Emotional engagement• Net Promoter Score• NPS• Rational Engagement• Taylor Reach Group

Gaining insight into your connection with your customer. November 26, 2012- Toronto, ON-PRWeb- Colin Taylor the CEO of The Taylor Reach Group, Inc. (TRG) and Bruce Lebowitz, Founder of Contextual Strategy Group announce today the launch of Customer Experience Snapshot (CX Snapshot) a customer experience and engagement service that measures contact center interactions from the […]

Posted on December 21, 2011 in Call Center Management • Call Center Performance • Call Center Tools • Customer Experience • Customer Satisfaction • FCR • Net Promoter • People management • Quality • Strategy

Tags: #callcenterDIY• #cctr• #custserv• Colin Taylor• Contact Center Management• Contact Center Strategy• CSAT• Customer Experience• FCR• NPS

New tool from Leading Call center consulting firm allows call centers to listen to their customers tell them how they are performing and measures true Customer Satisfaction, FCR and Net Promoter score. Toronto, ON (PRWEB) December 21, 2011 Colin Taylor, The Chairman and CEO of The Taylor Reach Group, Inc. today announced Customer Quality Reporting, […]