Call Center Perspectives

Insights, opinions and a point of view from a call center, contact center and customer experience consulting veteran related to call centers, contact centers, customer service and customer satisfaction based on 40+ years of industry knowledge and experience.

Thursday, October 20, 2022

The Great Resignation, The Great Re-Think, or The Great Retirement

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By Colin Taylor We are now into the fourth quarter of the year. Retail and ecommerce firms are gearing up for the holiday season, which m...

Wednesday, October 19, 2022

Hybrid Work...Scary Stuff for Contact Centers

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By Colin Taylor Halloween, the night of the dead, the end of all things, whatever you call it, this time of year with the harvest behind ...

Friday, October 14, 2022

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Wednesday, October 12, 2022

The Evolution of Contact Center Scripting

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By Colin Taylor [This post was adapted from a webinar that Colin Taylor delivered for Customer Contact Central on September 8, 2022. You ca...

Tuesday, October 4, 2022

Contact Center Training should not be the Buddy-System

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By Colin Taylor A lack of agent training is a sure-fire way of ensuring customers are disappointed. Learning a new skill or capability pr...

Monday, October 3, 2022

Mistakes are a Great Teacher

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Friday, September 30, 2022

Alignment is Critical to Customer Experience Success

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About Me

Colin Taylor: With more than 40 years of industry leadership experience Colin is recognized as a leading contact center, inside sales and CX expert, Colin has received 30 Awards for Excellence in Contact Center Operations and Management on two continents. Colin was recognized at #5 in a global ranking of the Customer Service 100, Top 15 and Top 50 Customer Experience Influencers, Top 16 Contact Center Tweeters to follow, Top 50 Customer Service Blogs and Websites for business and more. Colin's a leader in the industry; a founder and past chair of the Contact/Call Center Council, a past Director of the CMA, senior judge for Canadian call/contact center awards, judge for call/contact center awards, judge for international cx/call center & contact center awards. An author and a frequent international speaker on customer service, contact centers, cx, operational transformation, CRM, sales, and team building. For more information visit http://www.thetaylorreachgroup.com

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