TRG Publishes Delivering Operational Innovation to Your Contact Center - Volume 3

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Gain 'battle tested' contact center management, strategy and advice.

The Taylor Reach Group, Inc. (TRG) Chairman and CEO Colin Taylor today announced that TRG has just published its third volume of the highly successful compendium series “Delivering Operational Innovation to Your Contact Center.”

“The positive reaction and response we have received from readers of our first two volumes convinced us that there is a strong need and demand for publications that are applicable and useful to senior call and contact center executives,” said Taylor.

The publication is comprised of the past 10 issues of TRG’s newsletter Customer Reach®, which is distributed to 5,000 senior call and contact center executives around the globe. In its most recent readership survey, Customer Reach® subscribers rated the publication very highly:

    100% of the reader’s surveyed considered ‘Customer Reach’ a valuable resource.

    94% read every issue of ‘Customer Reach’

    100% of readers pass the newsletter on to colleagues and peers,

On average the time spent reading ‘Customer Reach’ is:

    81% spend 15 to 45 minutes reading each issue,

    19% spend 1 hour or more

When asked to rate ‘Customer Reach’ against a number of description statements the follow results were attained:

    Helpful- 100%,

    Useful- 100%,

    Informative- 100%,

    Applicable- 81%,

    Relevant- 88%,

    Practical- 100%,

    Realistic- 100%,

    Unrealistic, Impractical, Irrelevant each scored 0%

When asked if they had implemented any ideas or concepts they saw in ‘Customer Reach’, were saw the following results:

    Over 53% had implemented ideas or concepts they had seen and 46% had not.

    75% found the Tactical articles ‘Most Valuable’,

    69% found the Strategic articles ‘Most Valuable’,

    100% found the Poll of the Month ‘Most Valuable’,

    81% found the Case Studies ‘Most Valuable’

    50% found Ask to Experts ‘Most Valuable’

In Terms of perceived value the survey respondents indicated that based on the content provided they would pay:

    66.7% between $5 to $10 per issue,

    16.7% between $10 to $20 per issue,

    16.7% would not pay $5 per issue

This 105 page book is a compendium of the popular TRG newsletter Customer Reach®, which has a readership of more than 5,000 contact center executives around the globe. Compendium Volume 3 covers Customer Reach® issues from November 2005 to October 2006 and features articles on a broad range of call and contact center topics including:

    Third Party Quality Monitoring,

    Building Contact Center Budgets,

    Developing and maintaining Quality programs in a Contact center,

    Attrition Management,

    Trends for the Call Center Industry,

    Root Cause Analysis in contact centers,

    Effective Call Center management,


    Managing small call centers,

    Quality calibration,

    Customer Satisfaction,

    Developing a Call Center Strategic Plan,

    Developing an RFP,

    Voice mail as a selling tool,

    Workforce management,

    Distributed Call Centers,

    Aligning Internal and External Quality measurements,

    Change Management and the Trough of Despair,

    Contact Center metrics and KPI’s,

    Web chat,

    Posting daily results

Plus case studies, surveys and news related to call and contact centers.

This book is an invaluable resource tool for anyone who is engaged in managing and operating a call or contact center. Delivering Operational Innovation to Your Contact Center: A Compendium of Contact Center Knowledge Volume 3 may be purchased from TRG for $69.95 (US$) or $77.00 (C$), plus $5.00 Shipping and Handling. All Canadian orders will be subject to 6% GST. Orders of 10 copies or more will receive a 10% discount.

To place your order today call or email Crystal MacIntyre at 905-426-5055.


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Colin Taylor
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