Blog

Posted on July 20, 2017 in Call Center Consulting • CES • Customer Experience • Customer Experience Management • Customer Satisfaction

Recently Martech Exec published an article on how to turn loyal customers into brand advocates, based on an expert roundup. The company reached out to 30 experts for their knowledge and insights of which I had the pleasure of being included. Here’s what I had to say: “So how do we transform loyal customers to […]

Posted on July 17, 2017 in AI • Artificial Intelligence • Call Center Technology • Contact Center • Contact Center Technology • Technology

By: JD Fairweather How pervasive is the impending impact of artificial intelligence (AI) on the customer experience (CX)? Well, to join a discussion on the topic, I’d be willing to traverse a room full of telemarketers pitching the latest timeshare deals in Orlando. And it would be worth it, as there are just so many […]

Posted on July 13, 2017 in Call Center Consulting • Call Center Performance • Call Center Technology • Call centre consulting • Contact Center • Contact center consulting • Contact Center Technology • Hiring a call center consultant • New Call Center • Success

By: Colin Taylor There can be many reasons for an organization to decide it is time to create a Call Center or Contact Center. Perhaps organic growth, a new product, service or acquisition is resulting in calls swamping the switchboard, or customers are tracking down the administrative offices to trace an order, or email volumes […]

Posted on June 26, 2017 in News • Newsletters

Newsletter Contact centers, customer service and customer experience: news, views and how to’s Inside this issue: Will AI Mean Less People and More Profit in the Contact Center? Apple Business Chat – A Contact Center Perspective  4 Top Trends for Contact Centers  Technology Contact Centers Must Have for 2018  The Secret Weapon of Call Centers  […]

Posted on June 20, 2017 in Call Center Consulting • Call Center Technology • Call Center Tools • Chat • Uncategorized

Chat in the Contact Center – an Expert Panel Weighs in – Part 3/3 Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. This discussion examines chat in the Contact Center, highlights the many advantages of Live Chat, presents some caveats and looks to […]

Posted on June 15, 2017 in Call centre consulting • Contact Center • Contact center consulting • Economic Development • News • Ontario Minimum Wage • Opinion • Telecommunications • Uncategorized

Drive to $15 – How Minimum Wage Increases Will Impact Businesses & Contact Centers By: Colin Taylor, John Cockerill, Garry Schultz, Turaj Seyrafiaan and David Bradshaw As many of you have heard, Illinois,  Ontario  have announced anticipated minimum wage increases to $15/hour. Many other American and Canadian, states and provinces are anticipated to follow this […]

Posted on June 13, 2017 in Artificial Intelligence • Call Center Technology • Call Center Tools • Chat • Contact Center • Customer Experience

Chat in the Contact Center – an Expert Panel Weighs in – Part 2/3 Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. This discussion examines chat in the Contact Center, highlights the many advantages of Live Chat, presents some caveats and looks to […]

Posted on June 08, 2017 in Call Center Consulting • Forecasting • Forecasting- WFM

By: John Cockerill   Regardless of the size of the Call Center(s), you have this in your arsenal. It can be a tool of massive value. Be careful how it gets used. Forecasts of Demand make you more knowledgeable and powerful than others in your organization. A decent forecast backed by data and agreed upon […]

Posted on June 06, 2017 in Agent Experience • AHT • Call Center Consulting • Chat • Customer Satisfaction • Employee Experience • FCR • Opportunity • Purchasing Decisions

Chat in the Contact Center – an Expert Panel Weighs in – Part 1/3 You may or may not have reviewed Comm100’s 2016 Livechat Benchmark Report. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. This discussion examines chat in the Contact Center, highlights […]

Posted on June 05, 2017 in Contact Center • Facts and Figures • Offshoring-Outsourcing • Ontario Minimum Wage • Opinion • Site Selection

How Ontario Minimum Wage Increases Will Impact Contact Centres By: Colin Taylor, John Cockerill, Garry Schultz, Turaj Seyrafiaan and David Bradshaw As many of you have heard, Ontario has announced a minimum wage increase  to $15/per hour. This topic has been very controversial as some are in favour of, and others opposed. This jump in wages […]