Call Center Tools
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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 […]
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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 […]
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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 […]
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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 […]
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Self-Service in the age of AI
Posted on February 12, 2020 in AI • Artificial Intelligence • Call Center Tools • Chat • Contact Center • Contact Center Technology • Customer Experience • Help Desk • IVR
Tags: #artificialintelligence• #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• AI• artificial intelligence• Colin Taylor• Customer Experience• Customer Service Consulting• Self Service• WFM
By Colin Taylor Self-service has been employed for more than 30 years to allow customers to serve themselves. This has been a mixed blessing, while many of us value the time savings versus waiting endlessly in a queue for the answer to a simple question and to gain a single piece of information, we all […]
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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 […]
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Is It Time for Your Contact Center Check Up?
Posted on April 09, 2019 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Tools • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Experience Management • Customer service audit • Strategy • The Taylor Reach Group
By Colin Taylor Clients frequently ask me what is the single most important activity they should undertake to ensure that their center is operating and performing at an optimal level. Like all of us they are looking for the magical, simple solution to their issues and challenges; just one thing; the magic pill, silver bullet, […]
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Best Practices and Guidelines – 10 Steps for a Successful RFP Process with Contact Center Technologies
Posted on February 26, 2019 in Best Practices • Call Center Consulting • Call Center Tools • Contact center consulting • Contact Centre Ops • Request For Proposal • RFP
The process of implementing any new technology in your Contact Center can often be daunting. What is the best process for establishing which technologies are best aligned with your organizational goals and needs? I am going to walk you through the technology acquisition process with proven strategies that will enable your organization to easily […]
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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. […]
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What Call Center Metrics mean to Customers
Posted on May 18, 2018 in AHT • ASA • Call Center Consulting • Call Center DIY • Call center Humor • Call Center Management • Call Center Tools • Call centre consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • FCR • Forecasting- WFM • Opinion • Outsourced Quality Monitoring • Quality • retention • Strategy • Technology
Tags: Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• Taylor Reach Group
By Colin Taylor In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. It has been said that Call Centers produce more data and more measurement opportunities than is possible in almost any other communications channel. But while we know what each of these […]
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