Chat

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 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 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, 2014 in Call Center Management • Call Center Tools • Chat • Customer Experience • Facts and Figures • Planning • Technology

Tags: #callcenter• #chat• #contactcenter• #custserv

The Cost of Chat Compared to Voice in the Contact Contact or Call Center I have been asked this question more than a few times. Often people are looking at implementing chat or webchat in their call or contact center and they need to justify the ROI. In this post we will briefly provide an […]

Posted on November 15, 2012 in Chat • Contact Centre Ops • Customer Experience • Customer Experience Management • Customer Satisfaction • Opinion • Planning • Social Media • The Taylor Reach Group

Tags: #callcenter• #cctr• #custserv• Call Center Consulting• Contact Center Management• Operational Management• Strategy

By: J.D. Fairweather There’s gold in them thar hills, or so you would be led to believe by the social media pushers who drive companies to open up their service and support departments to the social stream. While the popularity of this format cannot be denied, I would like to take a minute’s pause from […]

Posted on April 09, 2012 in ACM • AHT • ASA • Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center DIY • Call center Humor • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Case Study • Chat • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Reach • Customer Satisfaction • Employee Engagement • Facts and Figures • FCR • Forecasting • Forecasting- WFM • Hiring a call center consultant • Insourcing • Net Promoter • News • Occupancy • Opinion • Research • rewards/recognition • Root Cause Analysis • Self Service • Site Selection • Strategy • The Taylor Reach Group

Is Your Website a Call Center Tool? Millennial Myths & The Call Center, News, Views and “How to’s” In This Issue Is Your Website is a Call Center Tool? Millennial Myths & the Call Center By Colin Taylor Coming Events Call Center Wishes Can Come True…No Genie Required Trends for 2012 from Snapshotz & Customer […]