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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 July 28, 2010 in Call Center Consulting • Contact Centre Ops • Customer Satisfaction • People management • Social Media • The Taylor Reach Group

Tags: Call Center Consulting• Colin Taylor• Contact Center Consulting• Customer Service Consulting• Facebook• LinkedIn• Operational Management• Sturgeons Law• Taylor Reach Group• Twitter

Social media exposure doesn’t equal success. I know this may sound like heresy to some, but the facts speak for themselves. One of the most successful ads in recent history; Old Spices’ “The Man, Your Man could Smell Like” has racked up impressive social media numbers 94 million YouTube views. 630,000 fans on Facebook and […]

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 July 12, 2010 in Call Center Consulting • Contact Centre Ops • Social Media • Twitter

Tags: Call Center Consulting• Contact Center Strategy• Customer Service Consulting• Social Media• Strategy• Sturgeons Law• Twitter

Sturgeons Law or revelation states that 90% of everything is crap. Now there is some debate as to whether he was speaking just about Science Fiction (he was a sci fi author) or literally about everything. Regardless of his target this quote first made in 1951 seems incredibly prophetic today when considering social media. I […]