Strategy
-
Managing potential problems in large-scale Contact Center projects
Posted on September 21, 2022 in Best Practices • Call Center Consulting • Call Center Management • Call centre consulting • Case Study • Contact center consulting • Contact Centre Ops • Hiring a call center consultant • Quality • TRG
Tags: #callcenter• #contactcenter• Call Center Assessment• Colin Taylor• Contact Center Consulting• Strategy• Taylor Reach Group
Not long ago, Taylor Reach was retained to design and creation of a single contact center for a large municipality that effectively combined three departments into one. Municipal governments operate complex, multi-tiered contact center operations supporting resident inquiries to many departments. As a result, customers—in this case, clients, taxpayers and residents—need to be assured of […]
Read more -
Understanding your Contact Center Costs – FCR (First Contact Resolution)
Posted on July 15, 2022 in Uncategorized
Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #Cx• call center• Customer Experience• FCR• First Contact Resolution• Leadership• Strategy• Taylor Reach Group
By Colin Taylor Contact centers are always striving to improve efficiency, increase customer satisfaction and deliver a superior customer experience. Technology is frequently the strategy employed to achieve this goal. While technology can certainly support improvement in all three areas, improvement can also be realized through increasing First Contact Resolution or FCR. FCR is a […]
Read more -
Developing Mission, Vision and Guiding Principles in Call Centre Operations Will Improve Customer Service experience
Posted on May 11, 2021 in Agent Experience • Call Center DIY • Customer service • Planning
Tags: #callcenterDIY• #contactcenter• #custexp• #custserv• #Cx• mission• Strategy• vision
by Patricia Ballantyne Most organizations have mission and vision statements. Typically, the Mission Statement refers to the company’s purpose, or the reason why it is exists, while a Vision Statement refers to what the organization aspires to be. Even with inspiring mission and vision statements, a gap can exist between the statements and the culture […]
Read more -
After the Consultants Leave
Posted on March 08, 2021 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call centre consulting • Contact center consulting • Strategy
Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• Call Center Assessment• Call Center Consulting• Contact Center Consulting• Contact Center Strategy• Customer Service Consulting• Leadership• Operational Management• Strategy• Taylor Reach Group
By Peg Ayers The decision to engage a contact center consultant is not made lightly. Discussions may take place over weeks, months or even years, identifying problems in need of solutions, perhaps trying ideas that don’t solve those problems, and eventually deciding experts are needed. Here at The Taylor Reach Group, for example, we are […]
Read more -
Improving CX on a Budget
Posted on May 01, 2020 in Call Center Consulting • Contact center consulting • Customer Experience • Customer Experience • Customer Experience Management
Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #Cx• Call Center Consulting• Contact Center Consulting• Customer Experience• Strategy
By Peg Ayers In a recent post, we looked at the cost of providing a poor Customer Experience (CX). A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as I […]
Read more -
Should your contact center be best practice?
Posted on November 13, 2019 in Best Practices • Blog • Call centre consulting • Contact center consulting • Contact Center Industry Statistics • Quality
Tags: #callcenter• #contactcenter• best practices• Call Center Consulting• Colin Taylor• Contact Center Consulting• Strategy• Taylor Reach Group
By Colin Taylor We constantly hear about “best practices,” and these are held up as the shining examples of what the best organizations do. The desire for us to want our organization or contact center to be “the best” can be a heady goal and many blindly start down the road to get their organization […]
Read more -
Patient Support organization receives expert Contact Center Strategy Assessment from leading consultancy
Posted on November 11, 2019 in Best Practices • Call Center Assessment • Call Center Audit • Call Center Consulting • Contact center consulting • Customer Experience • Customer service audit • News • Strategy • The Taylor Reach Group
Tags: #callcenter• #contactcenter• #custserv• #Cx• Call Center Assessment• Call Center Consulting• Strategy• Taylor Reach Group
Customer Experience and Contact Center Consultancy, The Taylor Reach Group, has recently completed its in-depth analysis of two contact centers for a national patient support firm. The client firm delivers patient support programs for many leading pharmaceutical companies and provides access to medical technologies and treatments at its clinics across Canada. Taylor Reach’s consultants, […]
Read more -
Video Games versus Customer Service
Posted on May 14, 2019 in Blog • Customer Experience • Customer Experience Management • Customer Reach • Customer Satisfaction • Customer service • Customer Support
Tags: #callcenter• #cctr• #contactcenter• #custexp• Alignment• Call Center Consulting• Contact Center Strategy• Customer Experience• customer service• Customer Service Consulting• games• gaming• Strategy• Taylor Reach Group
by JD Fairweather There was a time where video games were purchased, played and completed with no reason to interact with their creators. The enjoyment to be had was contained within a small window of experience and replay-ability reserved for the most dedicated of fans. Post-purchase interaction with the game developers or publisher was limited to […]
Read more -
Metrics That Matter: Service Level
Posted on March 22, 2019 in ASA • Call Center Consulting • Call Center Management • Call centre consulting • Contact Centre Ops • Customer Experience • FCR • Metrics • Service Level
Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #Cx• ASA• Call Center Consulting• Colin Taylor• Consulting Contact• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• service level• Strategy• Taylor Reach Group
By Colin Taylor Service level is one of the most common metrics employed at call and contact centers to define how the center is performing. Senior management becomes acclimatized to looking for that service level number and reacting to it as a gauge of how well they’re performing against targets and in meeting their customer […]
Read more -
Root Cause Analysis in the Contact Center
Posted on April 09, 2018 in Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Case Study • Customer Experience • Customer Reach • Root Cause Analysis • Strategy
Tags: Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Root Cause Analysis• Strategy
By: Colin Taylor It always amazes me how Contact Center managers, their direct supports, and their superiors often fail to use one of the best tools at their disposal, Root Cause Analysis. Of course, if you are always fighting fires it is difficult to find the time and/or resources to research what is causing the […]
Read more