Contact Center Performance Forum (CCPF)

Colin Taylor
  • Male
  • Toronto, ON
  • Canada
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Latest Activity

Colin Taylor added a blog post
So why do companies and organizations hire consultants? While intended as a rhetorical question, I can hear some readers repeat the question out loud and in earnest…”Really, why would you!” Let’s deal with some of the well known tactical reasons ...
on Thursday
at a clients- reviewing results 2 date- 54% efficiency gain, 5% headcound reduction, 24% revenue increase
November 30
working on content for a workshop in Malaysia in january
November 24
Colin Taylor added a blog post
Inside the Mind of the Outsource Agency By Colin Taylor, Anything you are doing today could be outsourced. This article is not about whether you should or shouldn’t outsource: that is a business decision only you can make. Rather this article str...
November 12
I always find FCR intriguing. I've been on many a call that is ultimately resolved at the end---but through the most painful and awkward process. So, the answer to the FCR question is "yes", but the customer is ultimately dissatisfied with the ser...
September 29
Colin Taylor added a blog post
“Strategy is envisioning the improbable or impossible. Leadership is inspiring people to attain these” Every business today has a business plan. The Business plan can range from a multiple binders built through months of off-sites, meetings, rewo...
September 21
Colin Taylor added a blog post
Managing your Contact Center’s Telecom Costs The economy is in decline, jobless numbers and unemployment are growing and companies are being asked to cut costs operate more efficiently. Call centre managers, used to “doing more with less” are now...
May 20
Colin Taylor added a blog post
Using Customer Reach Article for Training Call Center Agents Just received a note from one of the subscribers to Customer Reach, with Sam's Club that liked one of our articles so much that they want to use it as a part of the contact center agent ...
April 22

Profile Information

Company Name:
The Taylor Reach Group, Inc.
Industry:
Business services/Consulting
Are you a member of the ATA (American Teleservices Association)?
Yes
Job Title or Area of Expertise:
CEO- all thing contact center related- 33 years experience- 18 years building operating an outsource agency.
Total Number of Contact Center Agents (FTEs):
25-50
Website:
http://www.thetaylorreachgroup.com
Do you have a LinkedIn or other networking site profile you would like to link to?
http://www.linkedin.com/profile?viewProfile=&key=1295924&tr...
I am available to help other members by answering questions in the following areas:
All things related to call/contact centers: Strategy, Technology, People, Processes, Methodology, Metrics, Sales, Site selection, Outsourcing etc.
We provide strategic consulting and avisory services.

Colin Taylor's Blog

Colin Taylor

Beware (my son) the Consultant – Part 2

So why do companies and organizations hire consultants? While intended as a rhetorical question, I can hear some readers repeat the question out loud and in earnest…”Really, why would you!”

Let’s deal with some of the well known tactical reasons for a engaging a consultant. In our experience the most common reason for hiring a call/contact center consultant is to gain knowledge or a skill set that is not present in the client organization. This is often related to sub sets of call/contact cente… Continue

Posted on December 3, 2009 at 8:41am —

Colin Taylor

Inside the Mind of the Outsource Agency

Inside the Mind of the Outsource Agency
By Colin Taylor,

Anything you are doing today could be outsourced. This article is not about whether you should or shouldn’t outsource: that is a business decision only you can make. Rather this article strives to provide some insight into the outsource agency’s mind and what lies behind their contact delivery and rate structures. By being informed you will be better equipped in any future dealings you have with outsourcers.

All existing channels (calls… Continue

Posted on November 12, 2009 at 1:40pm —

Colin Taylor

Leadership & Strategy- Delivering both through your Contact Centre

“Strategy is envisioning the improbable or impossible. Leadership is inspiring people to attain these”

Every business today has a business plan. The Business plan can range from a multiple binders built through months of off-sites, meetings, reworking and reassessments, or it may simply be scribbled on a restaurant napkin. Regardless of the detail and the format all businesses need to have a plan. Every business needs to know where it is and where it is going. Key business units further refine… Continue

Posted on September 21, 2009 at 4:48pm —

Colin Taylor

Managing your Contact Center’s Telecom Costs

Managing your Contact Center’s Telecom Costs

The economy is in decline, jobless numbers and unemployment are growing and companies are being asked to cut costs operate more efficiently. Call centre managers, used to “doing more with less” are now being asked to “do more with none”. Where can a manager turn in their efforts to improve the efficiency and reduce the operating costs in their call or contact center?

There are a number of cost centers within a contact center, including: labour, tech… Continue

Posted on May 20, 2009 at 8:20am —

Colin Taylor

Using Customer Reach Article for Training Call Center Agents

Using Customer Reach Article for Training Call Center Agents
Just received a note from one of the subscribers to Customer Reach, with Sam's Club that liked one of our articles so much that they want to use it as a part of the contact center agent training.

While I would like to take all of the credit for this achievement the credit belongs to Deborah Chaddock Brown who wrote the "Will you use your powers for Good" article. check out the article and newsletter at http://www.thetaylorreachgroup.c… Continue

Posted on April 22, 2009 at 9:34am —

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At 11:34am on February 20, 2009, MICHAEL- ROHIT-SANYAL said…
Glad to connect with You !!
 
 

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