Outsourcing

The Importance of Human Connection in a Remote Workplace

Posted on August 20, 2020 in Agent Experience • Best Practices • Business continuity • Call Center Consulting • Call Center Management • Contact center consulting • Contact Centre Ops • Customer Experience Management • Emergency • Employee Engagement • Employee Experience • Leadership • Outsourcing • People management • Training • Virtual Call Center • Vrirtual Contact Center • WFH • WFM

Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• Attrition• call center• Call Center Consulting• Contact Center Consulting• Contact Center Management• Operational Management• Outsourcing• remote work• remote worker• WFH• WFM• work from home

by Patricia Ballantyne When we packed up our offices to work from home in March, many thought it would only last a few months until it was safe to return to an office space. Today, it seems pretty clear that many companies have adopted this new working model for the foreseeable future. Some will allow […]

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The Coming Disruption of the Contact Center Outsourcing Industry – Part 2

Posted on September 25, 2018 in Uncategorized

Tags: #BPO• best practices• contact center• Outsourcing• Quality

By: Colin Taylor The old Contact Center Outsourcing (CCO) model is broken. As outlined in Part 1 of this series the traditional approach to contact center outsourcing has resulted in a quantitative focus on metrics like Service Level, Abandon rate, and AHT, rather than a qualitative focus, inflexibility to meet client demands, Quality Assurance that […]

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Call Center Outsourcing Industry Trends – Q &A interview

Posted on February 04, 2016 in Call Center Consulting • Customer Satisfaction • Offshoring-Outsourcing

Tags: #callcenter• #cctr• #custexp• #custserv• #Cx• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Outsourcing• Taylor Reach Group

Call Center Outsourcing Industry Trends – Q &A interview with Outsource Consultants President, Corey Kotlarz The call center outsourcing industry is a rapidly changing. Technology and locations are always evolving, which means that it can be hard to keep up with the right information. This interview with Corey Kotlarz, a call center outsourcing industry expert, […]

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Experienced Contact Center Consultant joins Customer Experience Consultancy

Posted on January 14, 2016 in Uncategorized

Tags: #callcenter• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Call Center Consulting• Contact Center Consulting• Outsourcing• Taylor Reach Group

Toronto, Mr. Colin Taylor, The CEO and Chief Chaos Officer of The Taylor Reach Group, Inc. today announced that Larry Feipel has joined the customer experience and contact center consulting firm effective immediately. Larry brings over 20 years customer service, contact center experience to the Taylor Reach Group, with the past 12 years spent consulting […]

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The One Thing to Improve Outsourcing Success

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 […]

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Contact Center Jobs Grow in United States, lag in Canada

Posted on October 16, 2012 in Facts and Figures • News • Offshoring-Outsourcing • The Taylor Reach Group

Tags: #callcenter• #cctr• #custserv• Colin Taylor• Outsourcing• Taylor Reach Group

I was reading with great interest the latest contact center openings and closings from September. The news is quite encouraging on the whole. With more than 40,000 new jobs created globally and almost half of this number created in the US the outlook is bright. Even in Canada where we have seen a spate of […]

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Transcom to Close Sault Ste Marie Call Center

Posted on February 27, 2012 in Call Center Management • Contact Centre Ops • News • Offshoring-Outsourcing • Site Selection

Tags: #callcenterDIY• #cctr• #custserv• Contact Center Management• Contact Center Strategy• Costs• Outsourcing• Philippines• Sault Ste Marie• Transcom

In addition to the closure of their St Catherines Ontario call centre announced earlier this month Transcom has now announced its intention to close its Sault Ste Marie, Ontario call centre. At the same time Transcom is expanding its operations in two centres in the Philippines. The company says that these events are unrelated and […]

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The Do’s and Don’ts to Achieve Customer satisfaction in your contact center

Posted on September 16, 2010 in AHT • ASA • Call Center Consulting • Contact Centre Ops • Customer Reach • Customer Satisfaction • FCR • Forecasting- WFM • Lists • Networking • Occupancy • Offshoring-Outsourcing • Opinion • People management • Planning • Purchasing Decisions • Quality • retention • Root Cause Analysis • Sales • Technology • Telecommunications • The Taylor Reach Group • Turnover

Tags: AHT• Alignment• ASA• Attrition• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Costs• Customer Service Consulting• FCR• IVR• Knowledgebase• Leadership• Operational Management• Outsourcing• poor service• Root Cause Analysis• service level• Strategy• Taylor Reach Group• Training• WFM

We recently were asked this question by Call Center Life, a magazine serving the Turkish call center industry and wanted to share this content here… Question: Can you briefly describe the “to do’s” and “not to do’s” when managing a contact center as a part of the customer satisfaction? Answers: One of my matras has […]

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What is the role of contact centers in customer satisfaction?

Posted on September 13, 2010 in Call Center Consulting • Contact Centre Ops • Customer Satisfaction • Facts and Figures • Offshoring-Outsourcing • Opinion • People management • Planning • Research • The Taylor Reach Group

Tags: Call Center Consulting• Colin Taylor• Conference• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Offshoring• Operational Management• Outsourcing• Strategy• Taylor Reach Group• Turkey

We recently were asked this question by Call Center Life, a magazine serving the Turkish call center industry and wanted to share this content here Question – What is the role of contact centers in customer satisfaction? Colin Taylor – Contact and call centers are the primary conduit through which companies and increasingly everyone else […]

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DOES YOUR QA PROCESS WORK?

Posted on September 11, 2010 in Call Center Consulting • Contact Centre Ops • Outsourced Quality Monitoring • Quality • The Taylor Reach Group

Tags: Call Center Consulting• Contact Center Consulting• Outsourced Quality• Outsourced Quality Listening• Outsourced Quality Monitoring• Outsourcing• Taylor Reach Group

DOES YOUR QA PROCESS WORK? Outsource your QA Monitoring The Taylor Reach Group Inc. (Taylor Reach) offers 3rd Party Quality Monitoring Service (3PQM) to selected clients. Major issues for many centers is time, or lack of time required to complete the ‘call monitoring’ consistently, objectively and regularly. While all supervisors acknowledge that monitoring is important […]

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