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Customer Reach – July Newsletter

Newsletter
Contact centers, customer service and customer experience: news, views and how to's
Inside this issue:
- Will AI Mean Less People and More Profit in the Contact Center?
- Apple Business Chat - A Contact Center Perspective
- 4 Top Trends for Contact Centers
- Technology Contact Centers Must Have for 2018
- The Secret Weapon of Call Centers
- Complimentary Should Mean Free
- Click-to-Call Driving Great Calls in the Contact Center
- The Power of Personalisation in Customer Service
- Drive to $15 - How Minimum Wage Increases Will Impact Businesses & Contact Centers
- Chat in the Contact Center - an Expert Panel Weighs in - 3 Part Series
Will AI Mean Less People and More Profit in the Contact Center?
Will AI Mean Less People and More Profit in the Contact Center?
Mention Artificial Intelligence (AI) to most people and it conjures up visions of talking robots and Alex - like appliances answering simple questions...
Apple Business Chat - A Contact Center Perspective
Apple Business Chat - A Contact Center Perspective
A week ago, I wrote about how iOS is slowly turning into an operating system for your life, not your devices, by adding customer service and eCommerce functions into its core OS. In this piece, I’ll provide an overview of how Business Chat works.
4 Top Trends for Contact Centers
Four Top Trends for Contact Centers
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...
Technology Contact Centers Must Have for 2018
Technology Contact Centers Must Have for 2018
Did you feel the shift in 2016? Business innovators heard the jaded cries of unsatisfied customers and poured resources into new technology to help...
The Secret Weapon of Call Centers
The Secret Weapon for Call Centers
Regardless of the size of the Call Center(s), you have this in your arsenal. It can be a tool of massive value. Be careful how it gets used. Forecasts of Demand make you more knowledgeable and powerful than others in your organization...
Complimentary Should Mean Free
Complimentary Should Mean Free
How many processes in your business can, because of human error, cause a moment of misery?
My buddy went to dinner with his wife to celebrate their anniversary. The server overheard them talking about how many years they had been married and was flattered they chose to spend their special night at the restaurant. So, he brought them over complimentary champagne. They were surprised and most appreciative. That is, until the bill came..
Click-to-Call Driving Great Calls in the Contact Center
Click-to-Call Driving Great Calls in the Contact Center
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...
The Power of Personalisation in Customer Service
The Power of Personalisation in Customer Service
The contact centre, by its very nature, is designed to service large volumes of customers in the most efficient and cost-effective way. However, finding the right balance between automation and personalisation can be challenging...
Drive to $15 - How Minimum Wage Increases Will Impact Businesses & Contact Centers
Drive to $15 - How Minimum Wage Increases Will Impact Businesses and Contact Centers
As many of you have heard, Illinois, Ontario have announced anticipated minimum wage increases to $15/hour...
Chat in the Contact Center - an Expert Panel Weighs in - 3 Part Series
Chat in the Contact Center - an Expert Panel Weighs in
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...
Click here to read part 1
Click here to read part 2
Click here to read part 3
Related
Related Posts
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Extending Their Call Center Consulting Services Further, Growing The Taylor Reach Group
The Taylor Reach Group Reaches Out Further
Customer Service and Customer Experience Digest Aug 15 – The Taylor Reach Group

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