Colin Taylor
Colin Taylor
Ever since answering his first customer call more than 40 years ago Colin has blazed a trail of innovation and success through the Customer Interaction industry. Colin has assisted many Fortune 500 and global brands to improve their customer-facing organizations. Today more than 15,000 agent positions globally operate employing Taylor Reach designed Contact Center operational models.
Colin has received 30 Awards on two continents for excellence in Contact Center Management. Acknowledged as a leader and influencer on the topics of Call/Contact Centers, customer service and customer experience.
Top Industry Secrets for Successful Contact Center Scripting
When we think of a script a number of things can come to mind: The Cambridge English Dictionary defines it as both ”the words...
The Customer Experience and the Call Center
Like culture, all companies deliver a Customer Experience. Also like culture, it isn't always what the company intended. It is often a poor customer...
Measuring FCR in your Call Center
FCR is a popular topic we see on our call center consulting engagements.Yesterday’s post dealt with the cost of ineffective call or contact resolution,...
Calculating the Cost of FCR
As a Call Center Consulting firm we have access to numerous studies and interesting research articles. A recent study by the CFI Group suggested...