Taylor Reach Group

Posted on May 11, 2023 in Agent Experience • Best Practices • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Performance • Call Center Technology • Call Center Tools • Call centre consulting • Contact center consulting • Contact Centre Ops • Employee Engagement • Employee Experience • Leadership • People management • Planning • Quality • Quality Assurance • retention • Strategy • WFM

Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• Call Center Audit• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Leadership• Operational Management• Taylor Reach Group• WFM

by Colin Taylor I was in Las Vegas last week attending and speaking at Call & Contact Center Expo US and it was a great time. I got to see a number of familiar faces and meet a bunch of new friends. I also saw a lot of very interesting technologies. I was particularly impressed […]

Posted on April 04, 2023 in Best Practices • Blog • Call Center Technology • Call Center Tools • Technology

Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• Call Center Consulting• Colin Taylor• Contact Center Strategy• implementation• systems• Taylor Reach Group

by Colin Taylor & Peg Ayers  Implementing a new system is one of the biggest risks in a Contact Center. The old system may not have been great, but at least we knew what it could do, and we knew how to do it. Now what? In our years of assisting clients in avoiding the […]

Posted on October 20, 2022 in Agent Experience • Best Practices • Call Center Consulting • Call Center Management • Contact center consulting • Contact Centre Ops • Education • Employee Engagement • Employee Experience • People management • Quality • Training • WFH • WFM

Tags: #callcenter• #contactcenter• Attrition• Call Center Consulting• Contact Center Consulting• Contact Center Management• Leadership• Taylor Reach Group• WFM

By Peg Ayers As Supervisors and Managers, we often feel we must have all the answers. We need to share our great experience and knowledge with those on our teams. We’ve been promoted for our skills, and we need to make sure everybody understands that. This can lead to coaching conversations where we spend more […]

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 […]

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 […]

Posted on October 08, 2021 in Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction • Customer service • Customer Support

Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #custexp• #custserv• #Cx• Customer Experience• customer service• Customer Service Consulting• Taylor Reach Group

By John Cockerill Too often as professionals in Customer Service we report and write about lousy service, long wait times, poor follow through, weaseling phases in terms and conditions, too many steps to get satisfaction plus many, many more. Today I share two bright spots of a personal experience. First, Google and their Pixel phone. […]

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 […]

Posted on October 14, 2020 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Contact center consulting • Expert round-up • Hiring a call center consultant

Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• call center• Call Center Assessment• Call Center Audit• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• Taylor Reach Group

By Colin Taylor In the age of Linked In, everyone claims to be an expert and the challenge for most people is how do you tell the real experts from the self-appointed? I would humbly suggest that there a few factors to consider; What have they done and where (locations and verticals)? In short, what […]

Posted on April 27, 2020 in Agent Experience • Best Practices • Contact center consulting • Customer Experience • Customer Experience Management • People management • retention • rewards/recognition • WFM

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Attrition• Call Center Consulting• Colin Taylor• Contact Center Consulting• Customer Experience• Leadership• Taylor Reach Group• WFM

By Colin Taylor The agents on the frontline want to help customers. They want to resolve issues, and to deliver the desired customer experience and the brand promise. Doing these things results in happier customers and happier agents (as they were dealing with happy customers). Not providing the tools to enable the agents to serve […]

Posted on February 06, 2020 in Customer Experience • Customer Experience Management • Customer Experience Metrics • Customer service • Quality assurance

Tags: #callcenter• #callcentre• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Customer Experience• Taylor Reach Group

By Peg Ayers Measuring Customer Experience is important, right? We need to know how customers feel about their interactions with us. We can’t improve what we don’t measure. But what are we doing with the data we gather? And is gathering, analyzing and reporting on that data truly improving the customer experience? I regularly receive […]