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In the January 2010 issue: EQ drives Agent-level Performance Is Social Media A Fundamental Shift for Customer Service? IQPC Call Center Summit- Review Inside TRG Case Study Classifieds Testimonials Read our Customer Reach Newsletter – January 2010 (pdf-1.2mb) Customer Reach provides news and views of the contact center industry. It is sent to more [...] In the December 2009 issue: Beware my Son, the Consultant–Part 2-Why would you hire a Consultant? – By Colin Taylor Workforce Management Manifesto: Using WFM to deliver on Three Customer Expectations- By George Xourafas Inside TRG – Free Research Offer Extended Case Study – In this regular column we review the successes that TRG is [...] The September issue of Customer Reach, is now available under the Nesletters tab. In this issue we look at how to deliver both Strategy and Leadership through your contact center: “The lack of attention or understanding, lack of a plan and therefore the lack of a well thought-out and reasonable budget is the situation that [...] First Call Resolution or FCR as it is known is arguably the most significant and important metric in use in contact centers today. Yet this metric is infrequently used and when employed internal approximations or ‘stand-ins’ often have to be employed. A recent study completed by at Ascent Group ( http://www.ascentgroup.com/) of more than 100 [...] Businesses switching to voice over internet protocol (VoIP) systems can experience improvements in efficiency, effectiveness and functionality, as well as cost savings, an industry expert has said. Colin Taylor of contact centre consultant the Taylor Reach Group told Voip News that most companies can expect financial gains from investing in VoIP – but there [...] The Challenges in Employing Research Reports to Make Purchase Decisions There are a number of sources where call and contact center operators can gain insight into the offerings of contact center telephony vendors. The majority of these are provided or sponsored by the vendors and as such are suspect to greater or lesser degrees. [...] I have always been a firm believer in the old adage that “you get what you pay for”, but it is also true that just because you paid a lot for something doesn’t always mean you get a good result. I think that generally products and services are priced based on their value and based [...] Lots of folks are looking to upgrade their phone systems and many are intimidated by the process. Well we have helped many companies select a new phone or call center system and we have developed a pretty darn good RFP template that you can use to request quotes and proposals from vendors. Its free just [...] The October issue of Customer Reach is now available. http://thetaylorreachgroup.com/newsletters/200710_Newsletter.pdf In this months issue we examine ‘Ten dunb things that Bright Contact Center Executives Do’, this is a cautionary tale, that reminds us of just how easy it is to lose focus. We also take a look at ‘Contact Center Site Selection’ with labor markets [...] If you are considering deploying VoIP or IP telephony in your organization, then this seminar will be of interest to you. The seminar on Oct 3rd at the Toronto Board of Trade is being hoosted by Premcom who have just opened up a Toronto office. Premcom is based i n Buffalo NY and hasbeen one [...] |
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