Taylor Reach Group

AUGUST 10, 2017

Colin Taylor, announced today the addition of Peg Ayers to the Contact Center, Call Center and Customer Experience consulting firm. Peg Ayers brings substantial Contact Center and Customer Service experience to Taylor Reach”, said Taylor. Taylor said. The Taylor Reach Group, Inc. –

Consulting 61

Consulting Consulting Contact Center Customer Service 61

Taylor Reach Group

OCTOBER 18, 2018

Taylor Reach helps global contractor network revitalize telephony for contact centers. Taylor Reach) in acquiring a new telephony platform for their offices and contact centers around the world. Maintaining top-rated customer service is a priority. visit [link] or phone Steve Baric at 1-866-334-3730 ext.

Contact Center 96

Contact Center Best practices Call Center Consulting 96

Fonolo

MARCH 9, 2023

CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros identify pain points and reduce customer complaints in the contact center. The first study was done in 2003 — can you guess which direction the overall trend has headed since then?

Contact Center 87

Contact Center Self service Call Center Interactive Voice Response 87

Taylor Reach Group

OCTOBER 30, 2019

Industry-leading Customer Experience (CX) and Contact Center consulting firm, The Taylor Reach Group, Inc. Steve brings with him nearly four decades of management and operational experience, as well as over 25 years of senior customer experience and contact center operations leadership.

Consulting 65

Consulting Consulting Contact Center Call Center 65

Taylor Reach Group

NOVEMBER 11, 2019

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. This process identified the centers’ maturity, and allowed for the charting of improvement initiatives to prove the results.

Consulting 58

Consulting Consulting Contact Center Best practices 58

Taylor Reach Group

JUNE 28, 2018

Taylor Reach) announced today, the launch of their Leadership Training Program for Contact Center Team Leads, Supervisors, Analysts, and Managers. One of the most overlooked opportunities for Contact Centers is the training for leadership within the organization. The Taylor Reach Group, Inc.

Contact Center 68

Contact Center Consulting Consulting Government 68

Taylor Reach Group

JUNE 7, 2018

Customer Experience and Contact Center Consultancy, The Taylor Reach Group, Inc. Taylor Reach), announced that they have been appointed by one of America’s largest home builders to take an in-depth analysis of their Contact Centers. About The Taylor Reach Group, Inc.

Contact Center 54

Contact Center Consulting Consulting Benchmark 54

Taylor Reach Group

MAY 23, 2018

will be assisting one of Canada’s largest home improvement retailers in shifting from a Distribution business model to a Retailer Contact Center model to meet increasing consumer demands. The customer service and relations operation expansion will support the expected increase in demand for e-commerce. “In

Consulting 60

Consulting Consulting Contact Center Call flow 60

Taylor Reach Group

AUGUST 6, 2021

A national medical testing laboratory services organization has contracted The Taylor Reach Group, Inc. TRG) to guide the transformation of its contact center operations. There’s less room for error, improved access to product and service knowledge, and faster time to resolution.”. About The Taylor Reach Group, Inc.

Benchmark 81

Benchmark Contact Center Consulting Consulting 81

Call Design

JULY 6, 2021

Here’s a list of 10 key metrics that can be used by contact centre managers to ensure the delivery of both strong customer experiences and financial performance through workforce efficiency. Customer Satisfaction. According to a Contact Center Helper report, 95.7% Service Goals. Net Promoter Score.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Taylor Reach Group

FEBRUARY 8, 2019

a globally-recognized call and contact center consulting and managed services firm focused on optimizing customer engagement, has announced that it is working with a worldwide leader in personal vision care. A global Contact Center, Call Center, and Customer Experience consulting firm.

Healthcare 80

Healthcare Contact Center Consulting Consulting 80

Taylor Reach Group

JANUARY 16, 2018

CX and Contact Center Consulting firm working with major retailer to establish the most cost-effective, customer experience focused operational model for the Contact Center. To deliver great service, you must first have a great service delivery model. TORONTO (PRWEB) January 16, 2018.

Contact Center 54

Contact Center Consulting Consulting outsourcing 54

Taylor Reach Group

NOVEMBER 1, 2019

an internationally acknowledged and leading CX and Contact Center consulting firm, announced today that they have been engaged to assess the BPO operational practices and policies with a view to improving agent retention. Taylor Reach principals have worked with contact center organizations around the world.

Consulting 59

Consulting Consulting Contact Center outsourcing 59

Taylor Reach Group

FEBRUARY 13, 2021

TRG) has been contracted by a large regional municipality to aid in assessing and optimizing its contact center operations. Local governments operate complex, multi-tiered contact center operations supporting resident inquiries to many departments,” says Colin Taylor, CEO and Chief Chaos Officer at TRG. “As

Contact Center 50

Contact Center Government Best practices Consulting 50

Taylor Reach Group

OCTOBER 28, 2019

Today, CX and Contact Center consultancy, The Taylor Reach Group, Inc. The consultancy will conduct an essential health check of the firm’s customer experiences and Contact Center operations. “We We use a hands-on, holistic approach to assess the interaction experience and review all elements of the contact center.

Consulting 51

Consulting Consulting Contact Center Customer Experience 51

Taylor Reach Group

APRIL 4, 2018

Leveraging a proprietary approach, combined with best practice benchmarking, the Audit process creates a road-map to a future state by assessing all aspects of current Contact Center operations. retained to complete a Contact Center Audit for one of the world’s leading digital data collection companies.

Consulting 51

Consulting Consulting Contact Center Call Center 51

Taylor Reach Group

FEBRUARY 6, 2021

A church denomination with worship and education centers around the world has called on The Taylor Reach Group to assess its contact center operations. Award-winning global contact center consultants and Customer Experience experts, The Taylor Reach Group, Inc. About The Taylor Reach Group, Inc.

Contact Center 48

Contact Center Best practices Consulting Consulting 48

Taylor Reach Group

MAY 1, 2018

Customer Experience and Contact Center consultancy, The Taylor Reach Group Inc., (TRG) The client, a financial services leader, will dramatically reduce the risks associated with contact center outsourcing. CEO, Colin Taylor said “80% of Customer Service outsourcing projects designed to cut costs will fail.

Consulting 48

Consulting Consulting outsourcing Contact Center 48

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. Fighting the Cost Center Mindset.

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

Taylor Reach Group

FEBRUARY 20, 2021

a globally-recognized call and contact center consulting and managed services firm focused on optimizing customer engagement, has announced that it is working with a regional donated organ procurement agency in the US. A global Contact Center, Call Center, and Customer Experience consulting firm.

Contact Center 48

Contact Center Healthcare Best practices Benchmark 48

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Taylor Reach Group

FEBRUARY 27, 2021

TRG, an award-winning call and contact center customer experience and managed services consulting firm, will be providing a comprehensive assessment of the company’s current contact center processes and technology stack that supports their global contact center infrastructure.

Contact Center 48

Contact Center Technology Government Consulting 48

Provide Support

JULY 25, 2016

Ditch the Script: How to Personalize Real-Time Customer Service. Today we are pleased to share a guest posting by Stephan Delbos , a social customer service expert from Brand Embassy. If only social customer service agents had it so easy. © 2003 - 2015 Provide Support LLC. Read more.

Scripts 48

Scripts Personalization Customer Service Contact Center 48

Provide Support

MARCH 1, 2018

Everyone working in customer service knows that words are incredibly powerful, and some of them can truly either make or break customer service experiences. Using the right customer service phrases in your communication with customers makes all the difference between a bad service and a delightful one.

Customer Service 56

Customer Service Best practices Contact Center Customer Experience 56

Taylor Reach Group

OCTOBER 29, 2021

Many people have begun to work from home and many businesses and government agencies have been working to determine how they can best meet the needs of their customers and citizens through their now remote contact centers. The shift to remote teams, especially for customer-facing contact teams, is not without its challenges.

Government 52

Government Contact Center Management Consulting 52

Taylor Reach Group

MAY 3, 2018

The Strategic Assessment is an essential ‘health check’ of your Contact Center that takes a deep analysis of people, process and technologies and the ‘thousand moving parts’ to establish a prescriptive approach for optimizing operations. I often refer to the Contact Center as having a thousand moving parts.

Consulting 48

Consulting Consulting Contact Center Benchmark 48

Provide Support

SEPTEMBER 6, 2016

Surviving Information Overload in the World of Customer Service. Monitoring service levels has always been a fundamental aspect of managing a contact center. © 2003 - 2015 Provide Support LLC. However, you don’t want to get to the point of the proverbial “analysis paralysis.”(.). Read more.

Customer Service 42

Customer Service Contact Center Service level Management 42

DMG Consulting

NOVEMBER 13, 2018

Contact center quality assurance (QA, also known as quality management (QM)), has been around for over 40 years. When QA was the best way (and in many cases, the only way) to gain an understanding of what was happening in the contact center, some feedback was better than nothing. It’s Time to Replace Traditional QA.

Analytics 76

Analytics Contact Center Quality management Construction 76

Taylor Reach Group

JANUARY 21, 2019

has been an industry leader in call and contact center consulting for more than 15 years, the main area of focus has been on establishing great customer care in the business sector, especially in retail and service industries. While The Taylor Reach Group, Inc.,

Journey mapping 70

Journey mapping Government Contact Center Consulting 70

Provide Support

JUNE 2, 2016

In today’s digital, fast-paced world customer expectations and the rules of customer engagement are rapidly changing. What used to be acceptable and satisfactory in customer service a while ago is no longer enough. And, not surprisingly, they will no longer tolerate poor customer service. Read more.

Customer Service 52

Customer Service Customer Support Contact Center Customer Experience 52

Taylor Reach Group

JUNE 13, 2017

Chat in the Contact Center - an Expert Panel Weighs in – Part 2/3. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. That being said, there is a time and place for reactive, depending on your customer strategy. and develop a holistic strategy.

Contact Center 58

Contact Center Consulting Consulting Chatbots 58

Taylor Reach Group

JANUARY 18, 2019

an industry-leading Customer Experience (CX) and Contact Center consulting firm, is starting 2019 on a continued upward trajectory, adding Senior Consultant Patricia Ballantyne to its team of contact center operational experts. The Taylor Reach Group, Inc., We’re Thrilled to have Patricia on board.

Consulting 64

Consulting Consulting Customer Experience Business Process Outsourcing 64

Hodusoft

OCTOBER 23, 2024

Importance of Measuring NPS for BPO Contact Centers How to Benchmark NPS Tips to Conduct the NPS Survey What is Net Promoter Score (NPS)? In purely technical terms, Net Promoter Score is a metric to compute customer loyalty. It can also be defined as a method to calculate customer experience based on surveys.

Surveys 52

Surveys Benchmark Contact Center Employee engagement 52

Taylor Reach Group

JUNE 6, 2017

Chat in the Contact Center - an Expert Panel Weighs in – Part 1/3. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. b) Overseas labor: Sometimes companies are sensitive to using overseas or off-shore Contact Centers because of agent accents.

Contact Center 55

Contact Center Consulting Consulting Healthcare 55

Revation Systems

MARCH 2, 2022

Founded in 2003, Revation developed the industry’s most secure messaging and cloud contact center platform that powers digital customer service and contact center solutions for more than 600 healthcare and financial services customers in the United States. Twitter: @revation.

Multichannel 12

Multichannel Healthcare Finance Contact Center 12

Provide Support

JULY 20, 2017

12 Worst Things to Say to Angry Customers. It’s no secret that customer service employees have to deal with angry customers nearly about 80% of the time. In this digital age only a few people will call your support to inquire about a product or service when most of the answers can be easily found online.

Customer Service 70

Customer Service Best practices Contact Center 70

Provide Support

MARCH 7, 2018

A Guide to Writing Customer Service Emails. Despite the rise of social media, live chat services and chatbots, email is still one of the most commonly used communication channels for businesses and individuals all over the world. © 2003 - 2017 Provide Support LLC. They want to feel special. They want to feel valued.

Personalization 45

Personalization Customer Service Chatbots Contact Center 45