Contact Center Technology

Posted on September 28, 2022 in AHT • Best Practices • Call Center Consulting • Call Center Management • Call Center Performance • Contact Center Technology • Contact Centre Ops • Customer Experience • Customer Mirrors • Help Desk • Quality • Quality Assurance • Training

Tags: #callcenter• #contactcenter• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• scripting

By Colin Taylor [This post was adapted from a webinar that Colin Taylor delivered for Customer Contact Central on September 8, 2022. You can see the replay here while available: https://www.customercontactcentral.com/frs/22041151/top-industry-secrets-for-successful-contact-center-scripting/email] There has been a continuous evolution in scripting since we were taping printed copies onto cubicle walls. There are primarily 4 different types of […]

Posted on June 09, 2020 in Agent Experience • AI • Artificial Intelligence • Best Practices • Business continuity • Contact Center • Contact Center Technology • Contact Centre Ops • Virtual Call Center • Vrirtual Contact Center

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• AI• COVID-19• Customer Experience• virtual agents

by JD Fairweather COVID-19 is making clear to US companies and other firms around the world the need for better cost management in the midst of uncertainty. These past few months, we’ve watched contact centers turn to backup plans C and D as work schedules were impacted by stay-at-home orders or their agents’ refusal to […]

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 […]

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 […]

Posted on March 19, 2019 in abandon rate • Best Practices • Call Center Performance • Customer Experience • Customer Satisfaction • Customer service • Customer Support • IVR • IVR • Quality

By Peg Ayers When my father passed away, I spent hours in queue, waiting for help from a variety of companies and agencies that should be providing service to those who call. In fact, they did all eventually provide the required service (except for one government agency that proved so difficult to reach, I gave […]

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 […]

Posted on March 29, 2018 in Call Center Consulting • Call Center Management • Call centre consulting • Contact Center Technology • New Call Center • People management • Planning • Press Release • Virtual Call Center • Vrirtual Contact Center

  CX and Contact Center consulting firm, The Taylor Reach Group Inc.,  selected to design and develop a Virtual Contact Center for a Home Improvement Services organization   TORONTO (PRWEB)March 28, 2018 Customer Experience (CX) and Contact Center consulting firm, The Taylor Reach Group, Inc., announced today that they have been selected to design and […]

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 […]

Posted on January 03, 2018 in AHT • Average handle time • Call Center Management • Call Center Performance • Customer Experience • IVR • IVR • Metrics

By: Peg Ayers and Turaj Seyrafiaan Definition of Average Handle Time: The average time spent handling a contact with a customer, which may be a call, email, chat or any kind of request. The total handle time includes not only the time that an agent spends directly communicating with the customer but also time spend […]

Posted on December 28, 2017 in Call Center Consulting • Call Center Technology • Call Center Tools • Call centre consulting • Contact center consulting • Contact Center Technology • Outsourcing • Press Release • Purchasing • Purchasing Decisions • Sourcing • Vendor Selection

Fortune 500 e-commerce retailer appoints CX and Contact Center consulting firm to support Outsource Vendor Selection.  TORONTO (PRWEB) December 28, 2017 Taylor Reach Group, Inc., (TRG) an internationally acknowledged and leading CX and Contact Center consulting firm, announced today, that they have secured an agreement with one of North America’s largest e-commerce Retailers. Taylor Reach […]