Agent Experience

Ten Dumb Things Smart Contact Center Executives Do

Posted on November 30, 2018 in Agent Experience • Blog • Call center Humor • Call Center Management • Customer Experience • Customer Satisfaction • Opinion • Technology

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. Yet these bright, bright people still manage from time to time to do things that defy understanding. This is my top ten list of really dumb things that smart call and contact center executives do. If […]

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Taylor Reach Unveils Leadership Training Program for Transforming Contact Center Leaders for the Digital Age

Posted on June 28, 2018 in Agent Experience • Call Center Consulting • Employee Experience • News • People management • Press Release • Training

The Taylor Reach Group, Inc. (Taylor Reach) announced today, the launch of their Leadership Training Program for Contact Center Team Leads, Supervisors, Analysts, and Managers. A staggering statistic points out that 84% of organizations anticipate a shortfall of leaders in the next 5 years. While 83% of organizations say it is important to develop leaders […]

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Medical Marijuana Company Appoints Contact Center Consultancy to Develop Agent Training Program

Posted on March 13, 2018 in Agent Experience • AHT • Call Center Consulting • Call Center Performance • Call centre consulting • Education • Employee Engagement • Employee Experience • Press Release

  Customer Experience and Contact Center consulting firm, The Taylor Reach Group, Inc., is designing an Agent On-Boarding Training Curriculum. TORONTO (PRWEB)March 13, 2018 The Taylor Reach Group, Inc., a globally acknowledged and leading Contact Center and Customer Engagement consulting agency, announced today that they have secured a Contact Center Agent Training Re-Design agreement with […]

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Graffiti Feedback: Engaging your Employees by Listening

Posted on January 18, 2018 in Agent Experience • Call Center Management • Employee Engagement • Employee Experience • Supervisor

By: Peg Ayers  Peg’s Page You know how time moves faster when holidays are coming up, and you have a huge to-do list? It was that time for me about 15 years ago when I realized I hadn’t figured out the holiday parade theme for my Contact Center. In our small city in the hills […]

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Four Things to Know for World Mental Health Day

Posted on September 22, 2017 in Agent Experience

    Four Things to Know for World Mental Health Day October 10th is World Mental Health Day – a time to focus your attention on the growing problem of mental illness and its major effects on people’s lives. It’s estimated that one in every four adults will experience mental health difficulties at one time […]

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How is Your Knowledge Centered? 8 Tips for Effective Knowledge Management

Posted on August 28, 2017 in Agent Experience • Call Center Management • Call Center Performance • Call Center Tools • Facts and Figures • Research

By: Peter Elliot Many modern organizations are knowledge centered. Where would your business be without knowledge of your products and processes spread across all the departments who need it? Effective knowledge management across an enterprise can lead to improved efficiency and satisfied customers. Many organizations seek to manage their knowledge by consolidating it where possible […]

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Contact Center Metrics, Why Do They Matter?

Posted on August 23, 2017 in Agent Experience • AHT • ASA • Call Center DIY • Call Center Management • Call Center Performance • Call Center Tools • CES • CSAT • Customer Experience Metrics • Customer Satisfaction • Facts and Figures • FCR • Forecasting • Forecasting- WFM • Metrics • Net Promoter • NPS • Service Level • WFM

By: Colin Taylor Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. Contact Centers can generate an immense amount of data and reporting on just about anything that we could […]

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Chat in the Contact Center – an Expert Panel Weighs in – Part 1/3

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

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 the many advantages of Live Chat, presents some caveats and looks to the future […]

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Customer Reach – May Newsletter

Posted on April 27, 2017 in Agent Experience • Blog • Call centre consulting • Contact Center • Customer Experience • Customer Reach • News • Newsletters

NewsletterContact centers, customer service and customer experience: news, views and how to’sInside this issue:Marketers Ruin Everything – Who is Leading Your CX Strategies6 Areas of Customer Success Planning11 Ways to Secure More Budget in Your Contact CentreContact Center Service Consultancy Expands to IndiaGet Ready For Big Data and AI in the Call Center Bank Deploys Video […]

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Contact Center Service Consultancy Expands to India

Posted on February 16, 2017 in Agent Experience • Blog • Call Center Consulting • Uncategorized

Toronto, ON (PRWeb) February 20, 2017 – Mr. Colin Taylor, CEO and Chief Chaos Officer of The Taylor Reach Group, Inc., today announced that the company was expanding to India, with the addition of Anand Morab to the Contact Center, Call Center and Customer Experience solutions firm. The company’s newest addition to the team will allow Taylor Reach to extend their […]

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