poor service

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 September 26, 2012 in Call Center Performance • Customer Experience • Customer Satisfaction • News • Research

Tags: #callcenter• #cctr• #custserv• Contact Center Management• Contact Center Strategy• CSAT• Customer Experience• poor service• Research

Recent American Express Global Customer Service Barometer research has found that Canadians are fed up with poor Customer Service: Of 1,003 Canadians 18+ who responded to a customer service survey: 32 per cent said customer service is getting worse. 39 per cent hung up the phone on a customer service representative. 21 per cent stormed […]

Posted on January 18, 2011 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: 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

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 in the city […]

Posted on December 29, 2010 in Call Center Consulting • Call Center Management • Call centre consulting • Customer Experience • Opinion • Quality • Social Media • Strategy • Twitter

Tags: Call Center Consulting• Contact Center Consulting• Contact Center Management• poor service• Seth Godin• Social Media• Strategy• Taylor Reach Group• Toyota• Twitter• Website design

I like to think of myself as having patience, though it has been said that I don’t always suffer fools well. I was having a happy retail experience, well at least as happy as one can have when you leave $1200 with the dealer. I did need new front brakes, so all in all I […]

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 […]

Posted on September 14, 2010 in Call Center Consulting • Contact Centre Ops • Customer Satisfaction • Education • Opinion • Quality • Strategy • The Taylor Reach Group

Tags: Alignment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Leadership• Operational Management• poor service• Strategy• Taylor Reach Group

We were recently asked this question by Call Center Life, a magazine serving the Turkish call center industry and wanted to share this content here…. Question -What are the most important components that make a successful contact center of the 21st Century? Colin Taylor – A holistic view of the contact center is essential for […]

Posted on July 26, 2010 in Call Center Consulting • Contact Centre Ops • Customer Satisfaction • Facts and Figures • News • Newsletters • People management • retention • Social Media • The Taylor Reach Group • Turnover • Twitter

Tags: Call Center Consulting• Colin Taylor• Contact Center Consulting• ContactBabel• Customer Service Consulting• Operational Management• poor service• Research• Social Media• Taylor Reach Group• Twitter

Published by: Summer Update This has been a wonderful summer so far and we hope that all of you are enjoying wonderful weather. While we don’t publish Customer Reach during the months of July and August, there is so much going on that we wanted to keep you up to date, hence the summer update. […]

Posted on June 01, 2010 in Contact Centre Ops

Tags: Alignment• Call Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Knowledgebase• Operational Management• poor service• Strategy• Training

I spoke to too soon. In my post the other day, “Sometimes you can’t Win for Losing” I had thought that we had the problem solved, but I was wrong. Despite our escalations and best efforts, we were unable to get the desired routing changes made. Instead we were told to “forward the calls to […]

Posted on May 28, 2010 in Call Center Consulting • Contact Centre Ops • Customer Satisfaction • Opinion • Planning • Strategy

Tags: Bell• Call Center Consulting• Colin Taylor• Customer Service Consulting• Operational Management• poor service

Even though we do call center consulting we are all customers too. I had the opportunity yesterday to call Bell Canada to assist a client with some routing changes on one of their toll free numbers. There were some questions as to which carrier had the number and after some back and forth we unearthed […]