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The Taylor Reach Group Inc.
New, views and shareable items on customer experience, call centers, cont..
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By Colin Taylor Self-service has been employed for more than 30 years to allow customers to serve themselves. This has been a mixed ..read more
By Peg Ayers Measuring Customer Experience is important, right? We need to know how customers feel about their interactions with us. We ..read more
By Colin Taylor When working to deliver good customer service, there are many tactics you shouldn’t employ even though on the surface ..read more
by JD Fairweather For many contact centers, the road to 2020 is strewn with unfulfilled New Year resolutions from the previous decade, ..read more
By Peg Ayers Not everyone wants brave employees in their contact center. Subservient employees are less trouble to manage. The status ..read more
By Colin Taylor “Make your employees happy and they will make your customers happy.” This simple maxim has been echoed by business ..read more
Is your Quality Assurance Arrogant By Colin Taylor I was reading a recent post by Helen Dewdney regarding playing Christmas music in ..read more
Combating the High Agent Turnover Crippling US Contact Centers by JD Fairweather The revolving door of employee turnover is a source of ..read more
By Peg Ayers   Record low unemployment has created new emphasis on employee retention in contact center operations throughout Canada ..read more
By Turaj Seyrafiaan More and more contact centers see the value of Quality Assurance in improving their operation both in terms of ..read more

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