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Posted on November 16, 2015 in Resources

Call or contact centers are increasingly broadening their reach and service offerings to include more than just voice communications: email, chat, SMS and self service are all emerging channels for service and support and the call center is often the hub for these new channels.

Posted on September 16, 2015 in Scoop.it

Actress Melissa Joan Hart should’ve known better than to exploit the Sept. 11 tragedy to promote her clothing line via a free shipping offer using “911.”

Posted on August 28, 2015 in Scoop.it

Source: www.callcentrehelper.com Great list with lots of good ideas. How many of these are you doing? #custserv #callcenter #cctr

Posted on June 11, 2018 in Call Center Statistics • Contact Center Industry Statistics • Facts and Figures • FCR

  Over the next few weeks, we will be posting a series related to Contact Center industry statistics. Previously, we discussed statistics related to the organization and customer journey mapping. Below, you will find Call Center Statistics related to the various Contact Center channels. In the next of this series, we will be discussing Contact […]

Posted on October 31, 2017 in Call Center Performance • Call Center Technology • Contact Center Technology • Customer Experience Management • Customer Satisfaction • Customer service

By: Colin Taylor  Recently I was asked to participate in an expert round-up on How Fortune 500 companies Manage Their Contact Center(s). More specifically, I was asked to provide insight on the importance of consistency among different channels within a Contact Center. There is a wide range of channels available in the Contact Center industry. […]

Posted on June 13, 2016 in Call Center Assessment • Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Customer Experience • Customer Experience Metrics • Customer Satisfaction • CXi • Strategy • Technology

  How Leveraging an Omni-Channel Strategy Can Improve Your Customer Experience  By: Colin Taylor Recently, I was asked to give a presentation at the SCORE Conference in Boston on the importance and benefits of using an Omni-Channel strategy to drive customer loyalty. The event was a success and contained a lively discussion about how organizations […]

Posted on April 16, 2015 in Scoop.it

While the amount of money, energy and time retailers and consumer goods manufacturers are spending to improve their omnichannel sales capabilities, but only 16 percent of companies say they can fulfill omnichannel demand profitably today. Here’s more from this report a new report prepared for JDA Software Group by PwC.

Posted on March 02, 2015 in Scoop.it

Cloud-based contact centre technology and multi-channel communications is opening new efficiencies for call centre operators and agents, says a solution provider helping

Posted on April 22, 2007 in Uncategorized

By Linda Formichelli If train A leaves Boston at 3:13 p.m. going 75 miles per hour, and train B leaves New York City at 2:24 p.m. going 71 miles per hour, what time will they meet? You probably thought that once you’d graduated from high school you were through with having to solve this sort […]

Posted on March 06, 2021 in Best Practices • Customer Experience Management • Customer Experience Metrics • Customer service • Customer service audit

One of the world’s largest and fastest-growing premium spirits companies has enlisted the aid of The Taylor Reach Group, Inc. (TRG) to assess their current capabilities and support the design of a new Direct to Consumer (DTC) organizational vision. The DTC channel will support consumers across the globe. Consumer support and experience will be delivered […]