CCNG

MAY 11, 2021

A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.

CCNG 195

CCNG Coaching Contact Center Employee engagement 195

Beyond Philosophy

OCTOBER 13, 2022

Have you ever used the word “doohickey” or “thingymajig” in a call with a contact center? Unfortunately, the expert at the contact center didn’t know what the doodad I described was either, so we were at an impasse. Video feels like a natural next step for contact centers.

Customer Experience 221

Customer Experience Contact Center Engineering Scripts 221

Taylor Reach Group

NOVEMBER 11, 2019

Customer Experience and Contact Center Consultancy, The Taylor Reach Group, has recently completed its in-depth analysis of two contact centers for a national patient support firm. This process identified the centers’ maturity, and allowed for the charting of improvement initiatives to prove the results.

Consulting 58

Consulting Consulting Contact Center Best practices 58

Taylor Reach Group

AUGUST 16, 2021

A major professional sports league with teams and venues in virtually every city in North America has selected The Taylor Reach Group to assess its contact center operations. Award-winning global contact center consultants and customer experience experts, The Taylor Reach Group, Inc.

Contact Center 131

Contact Center Consulting Consulting Best practices 131

Taylor Reach Group

JUNE 21, 2021

The crisis center in question has faced such challenges. TRG, an award-winning call and contact center consulting and managed services firm, will be performing a deep dive into all of the center’s processes, staffing, and technology in order to determine the precise gaps between current operations and state compliance.

Consulting 128

Consulting Consulting Contact Center Government 128

Fonolo

NOVEMBER 22, 2022

This is especially true for contact center and customer service professionals – after all, customer behavior is constantly shifting, and it’s critical for businesses to meet their expectations. Fortunately, e-learning has made call center management courses more accessible than ever. Contact Center Trends 2023.

Call Center 147

Call Center Management Benchmark Contact Center 147

Taylor Reach Group

OCTOBER 28, 2019

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

Consulting 51

Consulting Consulting Contact Center Customer Experience 51

Taylor Reach Group

MARCH 7, 2018

Major Financial Institution Upgrading CX and Contact Center Technology with Consultancy Advice via The Taylor Reach Group, Inc. Vendor agnostic, Customer Experience (CX) and Contact Center consulting firm, The Taylor Reach Group, Inc. TORONTO (PRWEB) March 07, 2018. said Taylor.

Consulting 48

Consulting Consulting Contact Center Government 48

HGS

JANUARY 25, 2021

Ready to modernize your contact center? Assess trends with care. Tis the season for contact center trends, predictions, and “must-watch” lists. according to how hyped or mature the technologies are. Sifting through the latest contact center trends: One client’s story.

Contact Center 130

Contact Center Banking Education Self service 130

Beyond Philosophy

OCTOBER 16, 2021

17:54 Mead explains that a second problem is that today’s Customer Experience experts want to implement technology that is not what customers want. 23:44 We discuss why rebranded marketing people are not the best for heading up a customer-centered contact center experience. Follow Colin on LinkedIn and Twitter.

Consulting 170

Consulting Consulting Customer Experience Contact Center 170

Taylor Reach Group

NOVEMBER 1, 2019

an internationally acknowledged and leading CX and Contact Center consulting firm, announced today that they have been engaged to assess the BPO operational practices and policies with a view to improving agent retention. Taylor Reach principals have worked with contact center organizations around the world.

Consulting 59

Consulting Consulting Contact Center outsourcing 59

Taylor Reach Group

JUNE 7, 2018

The Taylor Reach Strategic Assessment analyzes people, process, and technologies to establish a prescriptive approach for optimizing operations. Customer Experience and Contact Center Consultancy, The Taylor Reach Group, Inc. TORONTO (PRWEB) JUNE 07, 2018. About The Taylor Reach Group, Inc.

Contact Center 54

Contact Center Consulting Consulting Benchmark 54

Outsource Consultants

JULY 25, 2023

As artificial intelligence has become a driving force for change in various industries, the call center industry is no exception. With its ability to mimic human intelligence and process vast amounts of data, AI is transforming the way call centers operate.

Call Center 128

Call Center Interactive Voice Response Technology Chatbots 128

Taylor Reach Group

JUNE 23, 2021

TRG) to support the setup, and implementation, for its ecommerce contact center operations. TRG’s consultants and partners have extensive experience in supporting customer experience (CX) operations in the retail and ecommerce spaces, having worked with many of the most successful brands in the marketplace. “In

Government 120

Government Consulting Consulting Contact Center 120

CX Global Media

JANUARY 15, 2019

Whether you’re fighting the battle to stop eating that dessert you love that’s bad for you, or you continuously battle a war with contact center agent performance, it’s time for you to enjoy the sweet taste of victory. In more than twenty years in the contact center industry, improving agent performance has always been a major focus.

Contact Center 304

Contact Center Schedule adherence Coaching Metrics 304

Taylor Reach Group

MAY 1, 2018

Call Center and CX consultancy, The Taylor Reach Group, will be assisting their client with Outsource vendor selection . Customer Experience and Contact Center consultancy, The Taylor Reach Group Inc., (TRG) Customer Experience and Contact Center consultancy, The Taylor Reach Group Inc., (TRG)

Consulting 48

Consulting Consulting outsourcing Contact Center 48

Taylor Reach Group

APRIL 4, 2018

Leveraging a proprietary approach, combined with best practice benchmarking, the Audit process creates a road-map to a future state by assessing all aspects of current Contact Center operations. retained to complete a Contact Center Audit for one of the world’s leading digital data collection companies.

Consulting 51

Consulting Consulting Contact Center Call Center 51

Taylor Reach Group

MAY 3, 2018

The Strategic Assessment is an essential ‘health check’ of your Contact Center that takes a deep analysis of people, process and technologies and the ‘thousand moving parts’ to establish a prescriptive approach for optimizing operations. I often refer to the Contact Center as having a thousand moving parts.

Consulting 48

Consulting Consulting Contact Center Benchmark 48

Taylor Reach Group

MAY 23, 2018

will be assisting one of Canada’s largest home improvement retailers in shifting from a Distribution business model to a Retailer Contact Center model to meet increasing consumer demands. Taylor stated, “We know that it is essential for Contact Centers to optimize, their people, process, and methodologies before applying technology.

Consulting 60

Consulting Consulting Contact Center Call flow 60

Vistio

JUNE 10, 2022

I’ve been in the contact center consulting space for almost my entire career, which is now, I hate to say it, about 30 years. I started actually by starting up a couple of consulting practices for two major BPOs, which would be Sitel and Convergys. In regards to technology. First of all, thanks for having me.

Consulting 52

Consulting Consulting Best practices outsourcing 52

NobelBiz

APRIL 23, 2024

Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. This evolution reflects broader trends in consumer behavior, regulatory environments, and technological advancements. In the U.S.,

Customer centricity 52

Customer centricity Contact Center Technology Telemarketing 52

Cisco - Contact Center

JANUARY 10, 2023

As a change agent serving the financial services industry for over 20 years, it is a great privilege to collaborate with Bank, Insurance, and Wealth Management institutions to devise and execute digital transformation strategy, solve complex business problems, and leverage technology to strengthen business results.

Banking 145

Banking Enterprise APIs Contact Center 145

Outsource Consultants

MARCH 14, 2018

In a recent article , Daniela gives the following tips for call centers to improve themselves and avoid complacency: Game plan changes based on self-assessment and the state of the company. Tap into the knowledge and experience of the call center agents for some unexpected results. Training Strategy. We can help!

Consulting 52

Consulting Consulting Call Center Calibration 52

Global Response

FEBRUARY 26, 2024

That’s why medical call centers are such powerful resources. Yet many medical call centers have trained nurses on staff to assist in emergencies 24 hours a day. Let’s explore the ins and outs of medical call centers, how they can benefit your practice, and offer some tips for success.

Best practices 62

Best practices Call Center Healthcare Education 62

Fonolo

SEPTEMBER 1, 2022

Company culture consultant Stan Slap puts it this way: “If you can’t sell it inside, you can’t sell it outside.”. Of course, call centers are notorious for high turnover rates. But if you’re a call center leader, it’s your job to combat that damaging trend. Why is Call Center Employee Retention Important? Don’t worry!

Call Center 137

Call Center Abandon rate Average Handle Time Morale 137

DMG Consulting

APRIL 8, 2024

Workforce management (WFM) solutions remain essential contact center productivity tools, but today they are as important for improving the customer experience (CX), and the newest generation of applications also help to boost employee engagement. These solutions were identified by 37.5 percent and 50.0 percent and 50.0

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

COPC

MAY 31, 2022

The latest updates, announced in August 2021, reflect the growing use of digital support technologies and consider the service journey as a whole. COPC CX Standard for Customer Operations and COPC CX Standard for Contact Centers, Release 7.0 consultants do another assessment. are the latest updates.?. A COPC Inc.

Best practices 102

Best practices Customer Experience outsourcing Consulting 102

ShepHyken

DECEMBER 4, 2020

One of our questions assessed brand maturity in terms of customer experience strategy. Without a well-defined customer experience strategy and roadmap, you risk investing in the wrong technology and designing the wrong experiences. Wrong Technology. Do it yourself, or engage with a customer experience consultant like us.

Customer Experience 346

Customer Experience Airlines Customer centricity Surveys 346

DMG Consulting

NOVEMBER 30, 2023

When it comes to contact center systems and applications, no topic is generating more buzz and excitement than artificial intelligence. Never mind the technology’s tremendous future potential, AI is enabling advancements now, and a great example is interaction analytics (IA), also known as speech and text analytics.

Average Handle Time 48

Average Handle Time Contact Center Analytics Coaching 48

Taylor Reach Group

JUNE 20, 2023

The merger of TRG with SKW The Taylor Reach Group is a globally recognized contact center and customer experience consulting firm, specializing in sourcing strategies, customer experience, customer service/support, and contact center assessments. Both Steve and Colin will be around as long as they want.

outsourcing 62

outsourcing Business Process Outsourcing Consulting Consulting 62

Call Center Weekly

OCTOBER 17, 2017

Agent assessment Have team members complete a self-assessment of their interests, skills, values, and personality. This should not be an assessment of the organization. When reviewing the staff member's responses, keep these questions in mind: What skills, career opportunities, technologies interest the individual?

Government 136

Government Contact Center Consulting Consulting 136

The Northridge Group

MARCH 28, 2022

The benefits of data insights for healthcare contact centers are plentiful and therefore worthy of further exploration. This inability to resolve customer issues in the first contact not only resulted in a poor customer experience but the staffing requirements to meet that increased call volume created higher operational costs.

Healthcare 120

Healthcare Analytics Contact Center First call resolution 120

Taylor Reach Group

FEBRUARY 8, 2019

a globally-recognized call and contact center consulting and managed services firm focused on optimizing customer engagement, has announced that it is working with a worldwide leader in personal vision care. A global Contact Center, Call Center, and Customer Experience consulting firm.

Healthcare 80

Healthcare Contact Center Consulting Consulting 80

Beyond Philosophy

OCTOBER 21, 2021

Having managed over 3,500 people in contact centers in my previous career, I was sympathetic of organizations at the start of the pandemic. Through the lens of the contact center space, his definition focuses on the Customer Service part of Customer Experience. Short call center queues. They had to adapt, quickly.

Chief Customer Officer 195

Chief Customer Officer Contact Center CRM Call Center 195

Taylor Reach Group

NOVEMBER 22, 2017

Today, every Customer Service organization deals with between 350 (being the absolute lowest) to 700 different variables when it comes to managing and running a Contact Center. You need structure when you’re working within a Contact Center. Today, it is less than art form and more of a science.

Contact Center 71

Contact Center Consulting Consulting Best practices 71

NobelBiz

NOVEMBER 13, 2023

According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. 60% of consumers have switched brands due to a negative contact center experience. How to measure Your Contact Center’s NPS?

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

NobelBiz

JANUARY 23, 2024

As a call center owner, manager, or supervisor, are you grappling with the challenges of elevating customer satisfaction, retention and boosting lead generation? Imagine the impact of a highly skilled support team, equipped with cutting-edge technology, innovative strategies, and a wealth of expertise.

Customer Support 52

Customer Support Contact Center contact center solutions outsourcing 52