Technology

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 […]

Posted on November 30, 2018 in Agent Experience • Blog • Call center Humor • Call Center Management • Customer Experience • Customer Satisfaction • Opinion • Technology

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. Yet these bright, bright people still manage from time to time to do things that defy understanding. This is my top ten list of really dumb things that smart call and contact center executives do. If […]

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 October 11, 2018 in Press Release • Technology

Tags: #Cx• #telecom• #telephony• call center• communications• contact center• currency• currency investment• Customer Experience• customer service• foreign exchange• Forex• investing• Taylor Reach• Taylor Reach Group• trade• TRG

The Taylor Reach Group, Inc., announces a new telephony project for a world leader in international currency exchange. Working with individual and corporate investors, as well as handling foreign exchange transactions for businesses, creates a highly demanding customer experience environment. With the assistance of Taylor Reach’s team of contact center and CX experts, those demands […]

Posted on May 18, 2018 in AHT • ASA • Call Center Consulting • Call Center DIY • Call center Humor • Call Center Management • Call Center Tools • Call centre consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • FCR • Forecasting- WFM • Opinion • Outsourced Quality Monitoring • Quality • retention • Strategy • Technology

Tags: Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• Taylor Reach Group

By Colin Taylor In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. It has been said that Call Centers produce more data and more measurement opportunities than is possible in almost any other communications channel. But while we know what each of these […]

Posted on December 05, 2017 in Call Center Consulting • Call Center Performance • Call Center Technology • Call centre consulting • Contact Center Technology • Customer Experience Management • Technology • The Taylor Reach Group

  Toronto, ON – December 5, 2017 – The Taylor Reach Group, Inc. (TRG), a globally recognized consulting firm focused on optimizing clients’ Contact Centers and Customer Experience (CX), today announced they are working with one of the largest veterinary hospital organizations in the United States and Canada. Taylor Reach is working on a telephony […]

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 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 centerRequiring new systems (and integrations)Staffing issuesTraining issues Companies should actively encourage certain customers or prospects to engage with an […]

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 a car will likely […]

Posted on April 12, 2017 in Call Center Management • Call Center Performance • Call Center Tools • CSAT • Customer Experience • Customer Satisfaction • Technology • TRG • Turnover

Tags: #cctr• #contactcenter• #custserv• #finserv

An interview by Colin Taylor with Eddie Woodruff I recently sat down with Eddie, Chief Marketing & Communications Officer at Forcht Group, of Kentucky Forcht Bank, in Lexington Kentucky. For the past six years,Eddie has been overseeing the development and direction of the bank’s Contact Center. Here is a transcript of that interview, with great […]