Call Center Technology

The Evolution of Conversational AI in the Contact Center Industry

Posted on September 06, 2023 in Agent Experience • AI • Artificial Intelligence • Call Center Technology • Call Center Tools • Contact Center • Customer Experience • Vrirtual Contact Center

by Colin Taylor The rapid advancement of conversational AI has had a profound impact on various industries, and one arena that has been significantly affected is the contact center industry. The dialogue surrounding the potential replacement of human agents with AI-driven conversational systems has been ongoing for decades, with technology continuously evolving to redefine customer […]

Read more

15 steps to Improve your Contact Center

Posted on May 11, 2023 in Agent Experience • Best Practices • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Performance • Call Center Technology • Call Center Tools • Call centre consulting • Contact center consulting • Contact Centre Ops • Employee Engagement • Employee Experience • Leadership • People management • Planning • Quality • Quality Assurance • retention • Strategy • WFM

Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• Call Center Audit• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Leadership• Operational Management• Taylor Reach Group• WFM

by Colin Taylor I was in Las Vegas last week attending and speaking at Call & Contact Center Expo US and it was a great time. I got to see a number of familiar faces and meet a bunch of new friends. I also saw a lot of very interesting technologies. I was particularly impressed […]

Read more

Eight Keys to Successful Contact Center Systems Implementations

Posted on April 04, 2023 in Best Practices • Blog • Call Center Technology • Call Center Tools • Technology

Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• Call Center Consulting• Colin Taylor• Contact Center Strategy• implementation• systems• Taylor Reach Group

by Colin Taylor & Peg Ayers  Implementing a new system is one of the biggest risks in a Contact Center. The old system may not have been great, but at least we knew what it could do, and we knew how to do it. Now what? In our years of assisting clients in avoiding the […]

Read more

Changes in Attitudes…

Posted on August 13, 2021 in Call Center Consulting • Call Center Management • Call Center Performance • Call Center Technology • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Experience Management • Virtual Call Center • Vrirtual Contact Center • WFH • WFM

By Colin Taylor Last spring when the Covid19 pandemic began, companies were forced to make many changes to how they operated. With the offices closed, they sent their agents to work from home. This was a learning experience for the center leadership, the company, and the agents. According to the research we completed in May […]

Read more

The Contact Center Stack – Here’s what you need to build a modern contact center

Posted on September 29, 2020 in Artificial Intelligence • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Technology • Call Center Tools • Contact Centre Ops • Forecasting- WFM • Quality Assurance • Quality assurance • Technology • WFM

Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Call Center Assessment• Call Center Consulting• Contact Center Consulting• Contact Center Strategy• CRM• QA• software• technology• WFM

by JD Fairweather The path to contact center modernization has never been straightforward when it comes to its navigating technology infrastructure. “Costly,” “crowded,” and “confusing” are how business owners typically describe the process of selecting the right platforms to power their center. Besides the alphabet soup of acronyms – WFM, CRM, LMS, to name a […]

Read more

Webinar: Contact Center Self-Service and AI

Posted on June 26, 2019 in AI • Artificial Intelligence • Call Center Consulting • Call Center DIY • Call Center Technology • Call Center Tools • Contact Center • Contact center consulting • Contact Center Technology • Self Service

Tags: #artificialintelligence• #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #selfservice• AI• artificial intelligence• Colin Taylor• Self Service• webinars

  By Colin Taylor Recently, Taylor Reach CEO and Chief Chaos Officer gave a live webinar for Call Centre Helper on Contact Center AI and Self-Service. Check out the recorded webinar HERE.     Follow Taylor Reach and Colin Taylor on Twitter at @Taylor_Reach and @colinsataylor. To find out more about how Taylor Reach can […]

Read more

Global contractor network enlists Taylor Reach in new telephony acquisition

Posted on October 18, 2018 in Call Center Technology • Contact Center Technology • Press Release • Technology • Telecommunications

Tags: #cctr• #custserv• #Cx• #telecom• #telephony• call center• communications• construction• contact center• contractors• Customer Experience• customer service• infrastructure• suppliers• Taylor Reach• Taylor Reach Group• TRG

A global leader in contract resource management has enlisted the aid of The Taylor Reach Group, Inc. (Taylor Reach) in acquiring a new telephony platform for their offices and contact centers around the world. Headquartered in the USA, the client is a global resource for connecting qualified contractors and suppliers with hiring clients. Working on […]

Read more

Contact Center Industry Stats – Technology

Posted on July 06, 2018 in Call Center Technology • Call Center Tools • Contact Center Industry Statistics

  Over the past few weeks, we have be posting a series related to Contact Center industry statistics. Previously, we discussed statistics related to the organization and customer journey mapping. as well as statistics related to the various Contact Center channels. Below, we will be discussing Contact Statistics related to the various technologies within the Call Center. […]

Read more

Medical Marijuana Producer Assessing Their Contact Center Operations in Advance of the Introduction of Recreational Cannabis

Posted on June 05, 2018 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Technology • Call centre consulting • Contact center consulting • Press Release

Taylor Reach Group is conducting an in-depth analysis of people, process, technologies and the ‘thousand moving parts’ within one of Canada’s Medical Marijuana Producer’s Contact Center to support the increasing contact volumes and establish a prescriptive approach for optimizing operations. TORONTO (PRWEB) June 05, 2018 CX and Contact Center Consultancy, The Taylor Reach Group, Inc. […]

Read more

Financial Institution Appoints Contact Center Consultancy

Posted on March 07, 2018 in Call Center Consulting • Call Center Technology • Call Center Tools • Call centre consulting • Contact Center • Contact center consulting • Contact Center Technology • Press Release

Major Financial Institution Upgrading CX and Contact Center Technology with Consultancy Advice via The Taylor Reach Group, Inc. TORONTO (PRWEB) March 07, 2018 Vendor agnostic, Customer Experience (CX) and Contact Center consulting firm, The Taylor Reach Group, Inc. (TRG), today announced they will be assisting one of the largest financial institutions in Western Canada with […]

Read more