Social Media

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 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 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 June 09, 2011 in Call Center Consulting • Call Center DIY • Call Center Management • Contact Centre Ops • Customer Experience • Customer Satisfaction

Tags: Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Delta• Empowerment• Leadership• Operational Management• Social Media

Colin Taylor It has been a few hours since a Delta Airlines employee changed policy at almost every US carrier. Now the change is a positive one, lifting restrictions on the number of bags that returning soldiers can bring for free. But the positive change wasn’t brought about by the positive steps the Delta agent […]

Posted on January 17, 2011 in AHT • ASA • Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Education • Facts and Figures • FCR • Forecasting- WFM • News • Occupancy • Outbound • People management • Planning • Quality • Research

Tags: AHT• ASA• Attrition• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• FCR• Operational Management• Outbound Calling• Research• service level• Social Media• Strategy• Taylor Reach Group• WFM

“The US Contact Center Decision-Makers’ Guide, 2011”, the major annual report studying the performance, operations, technology and HR aspects of US contact center operations, is now available for download, free of charge. A detailed structured questionnaire was asked to hundreds of contact center managers and directors, and the result is the 4th edition of the […]

Posted on January 12, 2011 in Call Center Consulting • Call Center Management • Call centre consulting • Contact Centre Ops • Customer Reach • Social Media • Strategy

Tags: Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Leadership• Social Media• Taylor Reach Group

Colin Taylor will be at theCall Center Summit in Orlando Jan 24 – 27th and is looking for call center operators and practioners who would like to be interviewed. The interviews will be approximately 10 minutes in length and will focus on call center trends, challenges faced in call center operations, social media and its […]

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 December 03, 2010 in Call Center Consulting • Call centre consulting • Contact Centre Ops • Customer Experience • Networking • Social Media • Strategy • The Taylor Reach Group

Tags: Call Center Consulting• Contact Center Consulting• Contact Center Strategy• Customer Service Consulting• Leadership• Operational Management• Social Media• Strategy• Taylor Reach Group

In this Talking Call Centers video Milan discusses trends in the call and contact center industry that are impacting on Unity Health with John Cockerill, senior all center consultant and President of Taylor Reach. Other topics discussed include: specific challenges the organization is facing, their approaches to addressing the issues and the role social media […]

Posted on November 05, 2010 in Call Center Consulting • Call centre consulting • Customer Experience • Customer Reach • Education • Opinion • Social Media • The Taylor Reach Group

Tags: Call Center Consulting• Conference• Contact Center Consulting• Leadership• Operational Management• Social Media• Strategy• Taylor Reach Group

Interview with Amas Tenumah of Teleflora discussing Call Center trends, the return of CRM and the role and capabilities of Social Media. Watch the video here

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. […]