Fonolo
MARCH 9, 2023
CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros identify pain points and reduce customer complaints in the contact center. The first study was done in 2003 — can you guess which direction the overall trend has headed since then? Why Do Escalations Occur in the Contact Center?
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. About The Taylor Reach Group, Inc.,
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DMG Consulting
APRIL 16, 2019
Workforce Optimization Ushers in the Real-Time Contact Center. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. who interact with them. By Donna Fluss.
Call Design
JULY 6, 2021
Here’s a list of 10 key metrics that can be used by contact centre managers to ensure the delivery of both strong customer experiences and financial performance through workforce efficiency. According to a Contact Center Helper report, 95.7% Customer Satisfaction. Net Promoter Score.
Taylor Reach Group
DECEMBER 5, 2017
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. Toronto, ON – December 5, 2017 – The Taylor Reach Group, Inc. About Taylor Reach Group.
Taylor Reach Group
JUNE 20, 2017
Chat in the Contact Center - an Expert Panel Weighs in – Part 3/3. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. Paul: In terms of comparing chat to voice and the IVR, it has a long way to go. Live Chat Across Various Countries.
EPIC Connections
MARCH 27, 2018
The contact center industry is known for its constant hum of change punctuated by the rapid fire of new technology and a revolving door of providers. When I started EPIC Connections in my home office in 2003, I knew perseverance would be the first requirement for establishing an organization that builds value for their clients.
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