Trends

Posted on February 03, 2015 in Call Center Management • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Management

Tags: #2015• #callcenter• #cctr• #contactcenter• #custexp• #custserv• #Cx• Colin Taylor• Contact Center Management• Trends

By: Colin Taylor Immersive or Flexible Learning. Training and education is a key to being successful in any role or endeavor. Interacting with customers is one of the most critical tasks for any organization. This pivotal role impacts and in part determines if a prospect becomes a customer or if a customer will remains one. […]

Posted on January 27, 2015 in Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Certification • Contact center consulting • Contact Centre Ops

Tags: #2015trends• #cctr• #chat• #custeffort• #custserv• #custsexp• #cxs• #elearning• #gamification• #mobile• #sms• #toptrends• #voc• #zeroservice• Empowerment• Trends

By: Colin Taylor This is the time of the year when we are inundated by watch lists and trend lists of the activities, technologies and methodologies that are expected to change our world in the coming year. Unfortunately most of these lists and listed item fall on deaf ears as they are not relevant to […]

Posted on December 02, 2010 in Call Center Consulting • Call centre consulting • Contact Centre Ops • Customer Experience • Education • Forecasting- WFM • Occupancy • People management • Planning • Strategy • Training

Tags: 311• Call Center Consulting• Contact Center Consulting• Contact Center Management• Leadership• Operational Management• Philadelphia• Philly311• Rosetta Carrington Lue• Taylor Reach Group• Training• Trends

We have just posted a new Talking Call Centers video on our Call Center Channel on YouTube, featuring Rosetta Carrington Lue, the deputy managing director who oversaw the city of Philadephia`s launch of the 311 service. During the interview with