Colin Taylor's Page

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

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

“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

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

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