Contact Center

Posted on September 12, 2017 in AHT • Call Center Consulting • Call Center Performance • Contact Center • Contact center consulting • Forecasting • Forecasting- WFM

By: Turaj Seyrafiaan A few years back, I meet with a potential client. During these meetings, I routinely asked about the current operation of the Contact Center, what changes they had initiated (along with the results) and what pain points they were currently facing. In this meeting, she walked me through all the recent efforts […]

Posted on August 30, 2017 in Contact Center • Customer Experience • Events • News • Newsletters

Newsletter Contact centers, customer service and customer experience: news, views and how to’s Inside this issue: Top 50 Customer Service Blogs & Websites for Business  How the Pros Turn Loyal Customers into Brand Advocates – 30 Experts How the Pros Turn Loyal Customers into Bran Advocates – Colin Taylor  Avoiding Bot Biases in Customer Experience  Customer […]

Posted on July 17, 2017 in AI • Artificial Intelligence • Call Center Technology • Contact Center • Contact Center Technology • Technology

By: JD Fairweather How pervasive is the impending impact of artificial intelligence (AI) on the customer experience (CX)? Well, to join a discussion on the topic, I’d be willing to traverse a room full of telemarketers pitching the latest timeshare deals in Orlando. And it would be worth it, as there are just so many […]

Posted on July 13, 2017 in Call Center Consulting • Call Center Performance • Call Center Technology • Call centre consulting • Contact Center • Contact center consulting • Contact Center Technology • Hiring a call center consultant • New Call Center • Success

By: Colin Taylor There can be many reasons for an organization to decide it is time to create a Call Center or Contact Center. Perhaps organic growth, a new product, service or acquisition is resulting in calls swamping the switchboard, or customers are tracking down the administrative offices to trace an order, or email volumes […]

Posted on June 15, 2017 in Call centre consulting • Contact Center • Contact center consulting • Economic Development • News • Ontario Minimum Wage • Opinion • Telecommunications • Uncategorized

Drive to $15 – How Minimum Wage Increases Will Impact Businesses & Contact Centers By: Colin Taylor, John Cockerill, Garry Schultz, Turaj Seyrafiaan and David Bradshaw As many of you have heard, Illinois,  Ontario  have announced anticipated minimum wage increases to $15/hour. Many other American and Canadian, states and provinces are anticipated to follow this […]

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 05, 2017 in Contact Center • Facts and Figures • Offshoring-Outsourcing • Ontario Minimum Wage • Opinion • Site Selection

How Ontario Minimum Wage Increases Will Impact Contact Centres By: Colin Taylor, John Cockerill, Garry Schultz, Turaj Seyrafiaan and David Bradshaw As many of you have heard, Ontario has announced a minimum wage increase  to $15/per hour. This topic has been very controversial as some are in favour of, and others opposed. This jump in wages […]

Posted on May 30, 2017 in AI • Artificial Intelligence • Contact Center • Purchasing Decisions

By: Colin Taylor   It seems there is no shortage of experts and pundits weighing in on what they see as the trends that will impact the Call Center/ Contact Center industry. Though many of the prognosticators may have the timing off, many of these trends will eventually impact on the center, but maybe not […]

Posted on May 19, 2017 in Call Center Performance • Call Center Technology • Call Center Tools • Contact Center • Contact Center Technology • Contact Centre Ops • Purchasing Decisions • Technology

By: Bruce Lebowitz   Many companies are reluctant to introduce click-to-call technologies (also known as click-to-agent, click-to-dial, click-to-contact, tap-to-talk etc.) for fear of driving increased costs and complexities to their Contact Center.  Their fears included:     Driving incremental contacts into their center Requiring new systems (and integrations) Staffing issues Training issues   Companies should […]

Posted on May 14, 2017 in AI • Artificial Intelligence • Technology

Will AI Mean Less People and More Profit in the Contact Center?   By: Peter Elliot       Mention Artificial Intelligence (AI) to most people and it conjures up visions of talking robots and Alexa – like appliances answering simple questions. Checking into a hotel can now be performed by a robot, and  renting […]