Virtual Call Center

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 […]

Posted on October 31, 2021 in Agent Experience • Call Center Management • Call centre consulting • Contact center consulting • Employee Engagement • Virtual Call Center • Vrirtual Contact Center • WFH • WFM

By Colin Taylor Halloween, the night of the dead, the end of all things, whatever you call it, this time of year with the harvest behind us and the ghouls and goblins; not to mention Squid Game characters who have now darkened our door; can be a frightening time. It is more frightening perhaps as […]

Posted on September 03, 2021 in Agent Experience • Best Practices • Call Center Consulting • Call Center Management • Contact center consulting • Contact Centre Ops • Hiring a call center consultant • People management • Turnover • Virtual Call Center • Vrirtual Contact Center • WFH • WFM

Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• Attrition• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Operational Management• WFM

by JD Fairweather After several months of remote working – a workstyle many contact center leaders would have deemed impossible to implement a year and a half ago – employers are finding it difficult to lure staff back into the office. The Delta variant notwithstanding, it seems that employees are far too settled into the […]

Posted on August 13, 2021 in Call Center Consulting • Call Center Management • Call Center Performance • Call Center Technology • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Experience Management • Virtual Call Center • Vrirtual Contact Center • WFH • WFM

By Colin Taylor Last spring when the Covid19 pandemic began, companies were forced to make many changes to how they operated. With the offices closed, they sent their agents to work from home. This was a learning experience for the center leadership, the company, and the agents. According to the research we completed in May […]

Posted on April 14, 2021 in Outsourcing • People management • Virtual Call Center • Vrirtual Contact Center • WFH • WFM

By Colin Taylor We are now more than a year into the “new normal” and increasingly contact center organizations are recognizing this fact. I am often asked if I think that contact centers will ever go back to 100% “bricks and mortar”, and the answer I give is no, that ship has sailed. Organizations were […]

Posted on August 20, 2020 in Agent Experience • Best Practices • Business continuity • Call Center Consulting • Call Center Management • Contact center consulting • Contact Centre Ops • Customer Experience Management • Emergency • Employee Engagement • Employee Experience • Leadership • Outsourcing • People management • Training • Virtual Call Center • Vrirtual Contact Center • WFH • WFM

Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• Attrition• call center• Call Center Consulting• Contact Center Consulting• Contact Center Management• Operational Management• Outsourcing• remote work• remote worker• WFH• WFM• work from home

by Patricia Ballantyne When we packed up our offices to work from home in March, many thought it would only last a few months until it was safe to return to an office space. Today, it seems pretty clear that many companies have adopted this new working model for the foreseeable future. Some will allow […]

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 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 […]