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  • Toward a Multi-Channel Contact Center – Email and Chat: Emerging Contact Center Technologies

    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.

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  • Special Report: Financial Call Center Best Practice

    Posted on November 16, 2015 in Resources

    The shift from qualitative metrics to qualitative measures has been the topic of hundreds of articles posts. But what are call centers actually doing? How much progress has there been in this transition? What are financial service call centers tracking, surfacing on their dashboard and including in their scorecards?

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  • Special Report: Closing the Revolving Door

    Posted on November 16, 2015 in Resources

    For more than twenty years, call centers have struggled with building an environment that is conducive to attracting and retaining the best staff, yet high turnover still plagues the industry. In this special report Taylor Reach Group examines this issue with a focus on: creating the environment, developing a career path…

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  • Customer Support & Interaction

    Posted on October 26, 2015 in Resources

    With more than 200 years of combined experience, the Taylor Reach Group has the experience and the knowledge to coach and assist your organization in reaching your business goals and objectives.
    Effective methodologies, technologies and processes are the keys to success in this essential communications link with your customers.

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  • Business Planning & Management

    Posted on October 26, 2015 in Resources

    The Taylor Reach Group offers customer interaction and contact center consulting services to many companies that leverage contact centers as a key communication channel with their customers. Our experience, both in North America and internationally make us uniquely qualified to assist organizations..

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  • How to Handle a Social Media Crisis Like Target

    Posted on October 23, 2015 in Blog

    Tags:

    “Stupid is as stupid does” goes my Forrest Gump memory and using the 9-11 to hock product and promotions fits that definition in my mind. #ecom #custserv #custexp “Stupid is as stupid does” goes my Forrest Gump memory and using the 9-11 to hock product and promotions fits that definition in my mind. #ecom #custserv #custexp

    Source: http://google.com Read more
  • How to Handle a Social Media Crisis Like Target

    Posted on October 23, 2015 in Blog

    “Stupid is as stupid does” goes my Forrest Gump memory and using the 9-11 to hock product and promotions fits that definition in my mind. #ecom #custserv #custexp “Stupid is as stupid does” goes my Forrest Gump memory and using the 9-11 to hock product and promotions fits that definition in my mind. #ecom #custserv #custexp

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  • How to Handle a Social Media Crisis Like Target

    Posted on October 23, 2015 in Blog

    “Stupid is as stupid does” goes my Forrest Gump memory and using the 9-11 to hock product and promotions fits that definition in my mind. #ecom #custserv #custexp

    Read more
  • Think Webchat is 30% Cheaper Than a Phone Call? Think Again

    Posted on October 23, 2015 in Scoop.it

    Source: www.callcentrehelper.com This proven what a lot of us already knew or suspected. You will likely only be able to handle 2-3 simultaneous chats. The costs and handle time will of course be contingent on how much original composition is required. We have seen handle times similar to calls and up to double. As with […]

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  • An Introduction to… Web Real-Time Communication (WebRTC)

    Posted on October 01, 2015 in Scoop.it

    Source: www.callcentrehelper.com Good post on WebRTC – what can it do for your #callcenter – #cctr #custserv

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