Taylor Reach Group

OCTOBER 29, 2021

The ongoing pandemic continues to impact on individuals, business and government. Many people have begun to work from home and many businesses and government agencies have been working to determine how they can best meet the needs of their customers and citizens through their now remote contact centers.

Government 52

Government Contact Center Management Consulting 52

Call Center Weekly

JULY 6, 2018

This is certainly having an impact on contact center strategies as we must determine how to provide support to these new clients. How does a contact center without a formal multilingual support system handle non-English calls? For those of us in the contact center, failing the customer is not an option.

Contact Center 212

Contact Center Technical Support Government Consulting 212

Call Center Weekly

APRIL 12, 2018

Most often though, it is the contact center that interacts with those customers who wish to leave. I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. I have led or consulted contact centers of various sizes across numerous industries.

Customer retention 136

Customer retention Contact Center Brand ambassadors Government 136

Outsource Consultants

JANUARY 18, 2022

As we enter a new year, Outsource Consultants Founder & President Corey Kotlarz shares his thoughts on the state of the call center industry. Looking back on 2021, what surprised you the most about the state of the call center outsourcing industry? It’s also unclear how vaccine mandates may impact call centers.

Call Center 128

Call Center outsourcing Government Marketing 128

JustCall

OCTOBER 22, 2023

As a result, most establishments are investing in healthcare call center software solutions. Roadblocks to Healthcare Call Tracking and Management To truly appreciate the contributions of healthcare call center software, one has to understand the challenges of call tracking and management in the healthcare industry.

call center software 52

call center software Healthcare Call Center Interactive Voice Response 52

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. As consultants, the only organization paying us should be our clients.

Consulting 48

Consulting Consulting Contact Center Government 48

Call Center Weekly

OCTOBER 30, 2017

As I work in a small sized contact center, I am dealing with a smaller budget and fewer resources. At one point in my career, our contact center, with the help of the organization, created out own Toastmasters chapter. I have led or consulted contact centers of various sizes across numerous industries.

Government 240

Government Contact Center Consulting Consulting 240

NobelBiz

JUNE 19, 2023

By harnessing cutting-edge technology and advanced analytics, call centers can gain valuable insights into their operations as they unfold , making informed decisions in the heat of the moment. In a call center setting, real-time monitoring refers to the continuous observation and analysis of customer interactions as they occur.

Call Center 52

Call Center Coaching Contact Center Metrics 52

Taylor Reach Group

APRIL 1, 2020

If you asked any contact center manager two months ago about their business continuity plan, they’d likely opine on their facility’s readiness to address just about any emergency scenario. Here are five ways contact centers can support their onsite workers amid the coronavirus outbreak: 1. by JD Fairweather.

Contact Center 137

Contact Center Average Handle Time Consulting Consulting 137

CX Global Media

JUNE 6, 2017

In our ever-growing global economy, omnichannel language support needs to be included in your contact center strategy. Learn why omnichannel language support is needed in your contact center. And managing language services has not been on the top of a contact center leaders list. Click to Tweet.

Contact Center 176

Contact Center Government Healthcare Call Center 176

NobelBiz

FEBRUARY 6, 2024

SMS (Short Message Service ) has become a pivotal channel in the contact center industry. With the shift from an unregulated space to one that is increasingly governed by rules, the importance of navigating this landscape with a knowledgeable partner becomes huge. All enabled by NobelBiz leading contact center technology.

Contact Center 98

Contact Center Automotive contact center solutions Cloud contact 98

Outsource Consultants

DECEMBER 14, 2020

As we close out a year filled with disruption, uncertainty, dark clouds, and silver linings, Outsource Consultants President and Founder Corey Kotlarz reflects on 2020’s challenges and successes, and his thoughts as we usher in a new year. What surprised you the most about how the call center industry responded to uncertainty in 2020?

outsourcing 128

outsourcing Contact Center At home agents Call Center 128

Taylor Reach Group

MARCH 13, 2018

Customer Experience and Contact Center consulting firm, The Taylor Reach Group , Inc., There’s no denying that frontline agents are the biggest asset in any Contact Center in addition to being the largest expense. is designing an Agent On-Boarding Training Curriculum. TORONTO (PRWEB)March 13, 2018.

Consulting 59

Consulting Consulting Contact Center Employee engagement 59

Taylor Reach Group

JUNE 9, 2020

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 go in because of the pandemic. Those who chose to make the contact center their temporary dwelling did so without the ability to take showers.

Virtual Agent 129

Virtual Agent Contact Center outsourcing Government 129

Call Center Weekly

OCTOBER 13, 2017

By Sean Hawkins This is an exciting time to be in the contact center! The call center of old, is vastly different than today's contact center. Perceptions about the contact center Ask the average person, and they are likely to have a negative opinion of the contact center.

Contact Center 100

Contact Center Education Call Center Government 100

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

NobelBiz

JUNE 5, 2023

However, executing new outbound lead generation programs can be challenging, here are the top 15 challenges related to executing new outbound lead generation programs in call centers and how to tackle them. According to a report by SmallBizGenius , sales representatives must make an average of 18 calls to reach one potential buyer.

Call Center 52

Call Center Scripts CRM Contact Center 52

Taylor Reach Group

FEBRUARY 13, 2021

TRG) has been contracted by a large regional municipality to aid in assessing and optimizing its contact center operations. Local governments operate complex, multi-tiered contact center operations supporting resident inquiries to many departments,” says Colin Taylor, CEO and Chief Chaos Officer at TRG. “As

Contact Center 50

Contact Center Government Best practices Consulting 50

Call Center Weekly

AUGUST 15, 2018

Let’s face it; the contact center agent will be placed in stressful, difficult and upsetting situations. I use customer interactions that have occurred in my contact center and place the candidate in the role of the agent. I have led or consulted contact centers of various sizes across numerous industries.

Contact Center 143

Contact Center Government Personalization Consulting 143

Taylor Reach Group

JUNE 21, 2021

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. About The Taylor Reach Group, Inc.

Consulting 128

Consulting Consulting Contact Center Government 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

Noble Systems

MARCH 20, 2020

It is a challenging time for all of us and many contact centers will be facing difficult decisions regarding the safety and well-being of their staff. Some useful links to government resources and advice are also listed. Some useful links to government resources and advice are also listed.

Contact Center 82

Contact Center voip Gamification Government 82

NobelBiz

FEBRUARY 21, 2023

Customer Data is the new currency for contact centers in 2023 and beyond. Beyond adhering to data privacy laws and regulations, contact centers should implement better practices for enforcing customer data security and protection. We will also discuss why customer data privacy and security matter for contact centers.

Contact Center 52

Contact Center Interactive Voice Response Management Contact center software 52

Call Center Weekly

JULY 21, 2017

By: Sean Hawkins As customer service professionals, we can all sympathize with the monotonous routine of call center agents. In between this time, they answer the same calls, follow the same script, and receive the same complaints. In the contact center, agents feel the pressure to meet performance standards.

Contact Center 143

Contact Center Employee engagement Metrics Government 143

NobelBiz

FEBRUARY 15, 2023

Customer Data is the new currency for contact centers in 2023 and beyond. Beyond adhering to data privacy laws and regulations, contact centers should implement better practices for enforcing customer data security and protection. We will also discuss why customer data privacy and security matter for contact centers.

Contact Center 52

Contact Center Interactive Voice Response Management Contact center software 52

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. Governing and managing bodies and organizations want concrete measurables.

Contact Center 71

Contact Center Consulting Consulting Best practices 71

Call Center Weekly

SEPTEMBER 21, 2017

What are some easy and effective ideas a contact center can utilize? I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. I have led or consulted contact centers of various sizes across numerous industries.

Customer Service 168

Customer Service Government Contact Center Consulting 168

Fonolo

APRIL 1, 2021

Customer experience (CX) continues to be a hot topic in the contact center world. Explore Contact Center Trends for 2021. Jeremy Watkin is a contact center industry leader with over two decades of experience. Blair Pleasant is a top unified communication and contact center analyst. Peter Ryan.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

Taylor Reach Group

OCTOBER 31, 2021

First, why is it that corporate America, now that it has embraced the concept of remote contact center agents and hybrid work environments [1] , is so slow in adjusting its management processes to support these new deployment models? The much-ballyhooed Hybrid work environment presents challenges for contact center operators.

Contact Center 65

Contact Center Coaching Consulting Consulting 65

Taylor Reach Group

FEBRUARY 27, 2021

TRG, an award-winning call and contact center customer experience and managed services consulting firm, will be providing a comprehensive assessment of the company’s current contact center processes and technology stack that supports their global contact center infrastructure.

Contact Center 48

Contact Center Technology Government Consulting 48

Fonolo

JUNE 2, 2020

Depending on which news outlets you follow, you may be under the impression that traditional brick-and-mortar contact centers won’t survive the pandemic. Undoubtedly, the contact center as we know it will change. What will contact centers look like after coronavirus? cctr #strategy Click To Tweet.

Call Center 74

Call Center Contact Center Government Education 74

Call Center Weekly

JULY 27, 2017

I call it After Call Talk. Many contact center managers try to discourage these conversation, while I have witnessed others ignore it. As contact center leaders, it is important to allow agents to embrace their emotions. How do you handle this in your center? Most often, it is the latter.

Contact Center 136

Contact Center Government Coaching Consulting 136

Call Center Weekly

OCTOBER 23, 2017

I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. I have led or consulted contact centers of various sizes across numerous industries. What do you think? Connect with me on LinkedIn and Twitter.

Government 136

Government Contact Center Consulting Consulting 136

Call Center Weekly

DECEMBER 1, 2017

Was this just the cliché thing to say in the contact center environment? I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. I have led or consulted contact centers of various sizes across numerous industries.

Government 143

Government Contact Center Consulting Consulting 143

Outsource Consultants

JANUARY 24, 2022

Let’s take a look at how the potential threats we covered in 2019 have played out, and how the Philippine call center industry has faced the additional difficulties initiated by the pandemic. However, many were unsure if the online gambling industry could outpace the BPO industry as government eyes finally began to settle on it.

outsourcing 128

outsourcing Real estate Government Call Center 128

Call Center Weekly

JUNE 19, 2017

Hopefully, as a result of these awards, you'll see an improvement in the overall performance of your contact center. Currently the Director of Contact Center and Customer Service, I have over 15 years of progressive call center leadership and experience in the public, private and government sectors.

Customer Service 156

Customer Service Coaching Government Contact Center 156

Call Center Weekly

FEBRUARY 22, 2018

I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. I have led or consulted contact centers of various sizes across numerous industries. Connect with me on LinkedIn and Twitter.

Customer Service 212

Customer Service Government Contact Center Metrics 212