Contact Center
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Happy New Year and Welcome to 2023!
Posted on January 06, 2023 in Agent Experience • AI • Best Practices • Blog • Call Center Management • Contact Center • Contact center consulting • Contact Center Industry Statistics • Customer Experience • Employee Engagement • Employee Experience • FCR • Forecasting- WFM • Opinion • Planning • Quality Assurance • Virtual Call Center • Vrirtual Contact Center • WFM
By Colin Taylor As I look at the new and shiny year ahead, I wonder what delights and innovations and opportunities may lie ahead for Contact Center operations. I think in many ways we will finally shake the post-pandemic hangover; we just need to take two aspirin and realize that what we have been dealing […]
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Partnering with only one CCaaS supplier in the Cloud Paradigm?
Posted on December 14, 2021 in Call Center Assessment • Call Center Consulting • Call Center Management • Call Center Performance • Contact Center • Contact Center Industry Statistics • Contact Centre Ops
Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• Call Center Consulting• CCaaS• Operational Management
By Simon Elkin (Talkdesk) When I landed in the technology sector 25 years ago, I recall the light-speed innovation launch pace, the enthusiasm, the optimism and how every day seemed to be turning the page on one conventional notion or another. It was a time when Silicon Valley was getting its legs, new technology daily […]
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Taylor Reach Group to ensure compliance for statewide youth crisis line
Posted on June 21, 2021 in Contact Center • Contact center consulting • Contact Centre Ops • Press Release
The Taylor Reach Group, Inc. (TRG) has been enlisted to ensure compliance for a statewide youth crisis line. The 24-hour crisis line caters to children that are a risk to themselves or others, having a mental health crisis. “Of course, being a crisis line means the operation needs to be functioning optimally,” says Colin Taylor, […]
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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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Preparing Your Contact Center for the Age of Virtual Agents
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 […]
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Looking at the Post-COVID-19 Contact Center
Posted on June 05, 2020 in Agent Experience • Best Practices • Call Center Management • Contact Center • Contact Centre Ops • Forecasting- WFM • Outsourcing • People management • Research • WFH • WFM
Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #Cx• call center• Colin Taylor• Contact Center Management• COVID-19• Operational Management• WFH• WFM• work from home
By Colin Taylor Roughly three months into the COVID-19 shutdown, there has been a lot of discussion around what COVID-19 has done to our society, our economy, our elderly and; if you live in my little corner of the world; our customer experiences and contact centers. Contact centers for many organizations could not stop operating, […]
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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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Press Release: Stock transfer firm selects Contact Center Consultancy to develop roadmap to improve customer experience
Posted on October 28, 2019 in Call Center Consulting • Contact Center • Contact center consulting • Customer Experience • Financial Services
Tags: #callcenter• #cctr• #contactcenter• #contactcentre• #custserv• Call Center Consulting• Customer Experience• Taylor Reach Group
Today, CX and Contact Center consultancy, The Taylor Reach Group, Inc. (TRG), announced they are administering a Strategic Assessment for a leading stock transfer organization. The consultancy will conduct an essential health check of the firm’s customer experiences and Contact Center operations. “We use a hands-on, holistic approach to assess the interaction experience and […]
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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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How Human Centered Design Improves the Digital Contact Center Government Experience
Posted on May 22, 2019 in Best Practices • Contact Center • Contact center consulting • Customer Experience • Quality
Tags: #callcenter• #contactcenter• #custexp• #Cx• Alignment• Call Center Assessment• Contact Center Consulting• Customer Experience• design• Rosetta Lue• Taylor Reach Group
By Rosetta Lue The government will better serve all stakeholders by establishing a focus to oversee the design and implementation of a human-centered design strategy that: identifies and responds to key touch points in a stakeholder’s journey streamlines, integrates, and scales websites and call centers consistently over time takes a holistic, iterative approach to prioritizing […]
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