Customer Experience
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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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The Great Resignation, The Great Re-Think, or The Great Retirement?
Posted on October 14, 2022 in Agent Experience • AI • Call Center Consulting • Contact center consulting • Customer Experience • Employee Engagement • Employee Experience • Leadership • WFH • WFM
Tags: #callcenter• #contactcenter• #custserv• Call Center Consulting• Colin Taylor• Operational Management• WFM
By Colin Taylor We are now into the fourth quarter of the year. Retail and ecommerce firms are gearing up for the holiday season, which means more staff. But where are they going to find more staff? It is hard to find new staff. We can blame the Great Resignation if we like, but where […]
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Bright Spots for Customer Service
Posted on October 08, 2021 in Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction • Customer service • Customer Support
Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #custexp• #custserv• #Cx• Customer Experience• customer service• Customer Service Consulting• Taylor Reach Group
By John Cockerill Too often as professionals in Customer Service we report and write about lousy service, long wait times, poor follow through, weaseling phases in terms and conditions, too many steps to get satisfaction plus many, many more. Today I share two bright spots of a personal experience. First, Google and their Pixel phone. […]
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Improving CX on a Budget
Posted on May 01, 2020 in Call Center Consulting • Contact center consulting • Customer Experience • Customer Experience • Customer Experience Management
Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #Cx• Call Center Consulting• Contact Center Consulting• Customer Experience• Strategy
By Peg Ayers In a recent post, we looked at the cost of providing a poor Customer Experience (CX). A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as I […]
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Trusting those you trust with your most valuable asset
Posted on April 27, 2020 in Agent Experience • Best Practices • Contact center consulting • Customer Experience • Customer Experience Management • People management • retention • rewards/recognition • WFM
Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Attrition• Call Center Consulting• Colin Taylor• Contact Center Consulting• Customer Experience• Leadership• Taylor Reach Group• WFM
By Colin Taylor The agents on the frontline want to help customers. They want to resolve issues, and to deliver the desired customer experience and the brand promise. Doing these things results in happier customers and happier agents (as they were dealing with happy customers). Not providing the tools to enable the agents to serve […]
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Two Surefire Mistakes to Avoid
Posted on January 22, 2020 in Agent Experience • AHT • Call Center Management • Contact center consulting • Customer Experience • Customer Satisfaction • Customer service • Employee Engagement • Employee Experience • Turnover • WFM
Tags: #callcenter• #cctr• #contactcenter• Call Center Consulting• Contact Center Consulting• Contact Center Management• Customer Service Consulting• WFM
By Colin Taylor When working to deliver good customer service, there are many tactics you shouldn’t employ even though on the surface they may look like they fit the bill of improving customer service and supporting your limited budgets. Here are two of those tactics you should avoid: Capping handle time for agents. Trying to […]
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Contact Center Retention: Get Ahead of Trouble by Pinpointing Front-Line Staff Concerns
Posted on November 21, 2019 in agent attrition • Agent Experience • Call Center Consulting • Contact center consulting • Customer Experience • Customer Experience Management • Employee Engagement • Employee Experience • Leadership • Occupancy • retention • Turnover • WFM
Tags: #callcenter• #contactcenter• #retention• Attrition• Call Center Consulting• Contact Center Consulting• Contact Center Management• WFM
By Peg Ayers Record low unemployment has created new emphasis on employee retention in contact center operations throughout Canada and the United States. With payroll as their biggest expense, contact center operators are searching for ways to retain their good employees and save the thousands of dollars it costs them for each one they […]
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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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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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Top Trends Affecting Contact Centers and the Customer Experience They Deliver
Posted on March 12, 2019 in Artificial Intelligence • Call Center Consulting • Call centre consulting • Customer Experience • Customer Experience Metrics • Customer service
By Colin Taylor The month of March is now upon us and the predictions and prognostications for the new year are pretty well behind us. But before we bid adieux to the pundits’ predictions and Top 10 lists, I will add my voice to the collective noise. Predictions are challenging and dangerous; people remember and […]
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