Customer Experience and Contact Center consulting firm, The Taylor Reach Group , Inc., a globally acknowledged and leading Contact Center and Customer Engagement consulting agency, announced today that they have secured a Contact Center Agent Training Re-Design agreement with one of Canada’s largest, licensed Medical Marijuana Producers. is designing an Agent On-Boarding Training Curriculum. TORONTO (PRWEB)March 13, 2018. The Taylor Reach Group, Inc., MORE
Call centre consulting Contact Center Contact center consulting Economic Development News Ontario Minimum Wage Opinion Telecommunications UncategorizedDrive to $15 - How Minimum Wage Increases Will Impact Businesses & Contact Centers. MORE
CX and Contact Center consulting firm, The Taylor Reach Group Inc., Customer Experience (CX) and Contact Center consulting firm, The Taylor Reach Group, Inc., Established in 2003, Taylor Reach is a globally recognized Call Center, Contact Center and Customer Experience consulting firm. The consultancy has assisted thousands of organizations in achieving their Customer Experience and Contact Center objectives. MORE
DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. MORE
DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. The cloud has become the dominant sales model for contact center infrastructure solutions, ACDs, dialers, IVRs and more,” said Donna Fluss, President of DMG Consulting LLC. MORE
appeared first on Customer Care Measurement & Consulting (CCMC). Blog Consultancy Consumer Issues CRM Customer Experience News Podcasts and videosCCMC ~. John’s latest book, Customer Experience 3.0 , describes in detail what he means by customer experience 3.0, MORE
Resources call center operations call center training contact center training customer contact center consulting customer contact center sales Customer Contact Centers revenue growth training and coaching value of coachingBy Brad Baumunk , COO. It is hard to believe it is 2018. MORE
CX and Contact Center Consulting firm working with major retailer to establish the most cost-effective, customer experience focused operational model for the Contact Center. a globally recognized CX and Contact Center consulting firm, announced today that they are working with a major North American retailer to redesign their Contact Center operating model. Established in 2003, Taylor Reach Group is an internationally acknowledged and leading CX and Contact Center consulting firm. MORE
DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. “It’s been a great year for the WFM market and there is a lot more to come”, said Donna Fluss, President of DMG Consulting. About DMG Consulting LLC. MORE
By Rich Hand , RCDA Consultant. In contact centers, we strive to provide our clients and their employees and customers with an excellent experience. Our recent NPS score by a client [link] affirms our methods work. MORE
This is where consultants and consulting firms , such as Taylor Reach Group (TRG), are able to assist. Consultants can validate data being entered into Snapshotz, either on a sample or comprehensive basis. When TRG performs Contact Center assessments, coupled with Snapshotz analysis, our consultants actually go on site to validify the data-points that Snapshotz addresses. This is the benefit of using consultants. MORE
Call Center Performance Contact Center Contact center consulting Metrics OccupancyBy: Peg Ayers & Turaj Seyrafiaan. Occupancy Definition: The percentage of your agent’s logged-in time spent in direct contact with a customer or in activities directly following and related to that contact (e.g. After Call Work). Calculation: Total Contact Time (Talk Time + After Call Work) /Total Logged-in Time. The equation can be applied for any period of time (day, week, month, etc.) MORE
DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. After more than 20 years of little innovation, the WFM vendors are waking up, and there are significant changes in this sector,” said Donna Fluss, president of DMG Consulting. MORE
By Lisa Pustelak , RCDA Senior Consultant. Lastly, seek help from a coach or consultant in your field. It’s the last day of the month, and as a bonus, it’s also the end of the quarter. MORE
DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. said Donna Fluss, President of DMG Consulting LLC. About DMG Consulting LLC. 11/1/2017. WFO market is contracting; future is in the cloud. MORE
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. The consulting firm has helped companies across various verticals, to source telephony platforms, IVR platforms and services, workforce management, email management, chat management, SMS and CRM solutions. “As MORE
Objectives as a Contact Center Consultant. As a CX and Contact Center consultant, we need to be able to do a few things: 1) To continually have an on-going revenue stream. Snapshotz helps Call Center Consultants achieve all 3 of the above-mentioned objectives. The Snapshotz tool allows consultants to assess the organization and Contact Center in just 1-2 days. How Does Snapshotz Online Benefit the Contact Center Consultant? Snapshotz Pricing For Consultants. MORE
Cloud Contact Center Connected Customer Experience Interactive Services analytics center cloud cloud contact center consultation contact contact center customer experience CX infographic Managed Services SaaS software as a service software provider MORE
DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. The market desperately needs new self-service technology that is more accurate, personalized and responsive to customers’ needs,” said Donna Fluss, President of DMG Consulting. MORE
Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. Garry Schultz – Senior Consultant - Ottawa. Turaj Seyrafiaan– Senior Consultant - Toronto. Peter Elliot – Senior Consultant – Europe. MORE
DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC. 8/22/2017. MORE
Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you're delivering your customer experience - without hiring a consultant to do the work with or for you. MORE
DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. It’s going to be an interesting 3 – 5 years for the WFO sector as it undergoes a major shake-out,” says Donna Fluss, President of DMG Consulting LLC. About DMG Consulting LLC. MORE
Who wrote it: DMG Consulting, sponsored by Serenova. Call Center Customer Experience Customer Service chatbot-support cloud-based-contact-center contact-center-reports customer-care dmg-consulting omni-channel MORE
Today, CX and Contact Center consultancy, The Taylor Reach Group, Inc. The consultancy will conduct an essential health check of the market research firm’s network of Contact Centers. “We 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. MORE
She will be supporting all aspects of consultancy and training delivery in the coming months – we are very lucky to have her!! “Focus on the whole journey, not just the transaction” In the world of Customer Experience (CX) you will hear this phrase frequently. MORE
The Taylor Reach Group’s (TRG) CEO and Chief Chaos Officer, Mr. Colin Taylor, announced today the addition of Peg Ayers to the Contact Center, Call Center and Customer Experience consulting firm. By: Sarah Hill – Stapley. MORE
3 Consulting Strategies to Improve Call Center Performance. Outsource Consultants provides call center consulting services and we have some insights into how we approach helping our clients. Need consulting services to improve call center performance? MORE
Interviews Candidate Experience ICMI Expo Shaker Consulting Group Tim KennedyHiring the best contact center agent is getting more complex with each passing year. MORE
B2B CX Benchmarks Bruce Temkin Research Tech Vendors Temkin Group Research ADP Citrix Computer Sciences Corporation CSC Deloitte EDS EMC Fujitsu Hitachi IBM SPSS McAfee NetApp Novell Pitney Bowes Red Hat SAS Institute Siemens Sun Microsystems Sybase Tata Consulting Services Trend Micro VMwareWe just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2018. MORE
The post Whitepaper: When Will We Ever Learn: Why the Revolution in Corporate Complaint Handling Has Failed SO FAR appeared first on Customer Care Measurement & Consulting (CCMC). Consultancy Consumer Issues Customer Experience Customer Rage News RageCCMC ~. Since the seminal 1976 White House Study on complaint handling, we have known that complaint handling could be an effective marketing strategy. MORE
DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. MORE
DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC. 8/22/2017. MORE
According to Watermark Consulting, customer experience leaders enjoyed a stock increase 77.7%. Follow Watermark Consulting for updates. Over a seven year period, the S&P 500 Index gained 51.5%. MORE
DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. The opportunities and benefits are substantial for speech analytics vendors and the companies that use these solutions,” said Donna Fluss, President of DMG Consulting LLC. MORE
How can we do this without investing in expensive technology, costly consultants and with no additional resource bandwidth? Call Center Consulting Call Center Management Call Center Performance Call Center Tools Call centre consulting Case Study Customer Experience Customer Reach Root Cause Analysis Strategy Colin Taylor Contact Center Consulting Contact Center Management Contact Center Strategy Customer Service ConsultingBy: Colin Taylor. MORE
Utilize thought leadership in your consulting business with these 6 strategies MORE
A number of years ago, I was performing a WFM assessment for a company in Arizona. In the middle of a meeting with the WFM analysts, I asked how their relationship was with the frontline leaders and reps on the call center floor. Silence. MORE
AHT Call Center Consulting Contact Centre Ops Customer Satisfaction Education Forecasting- WFM People management Planning Strategy Contact Center Consulting Contact Center Management Contact Center Strategy Customer Service Consulting Operational Management WFMBy: Turaj Seyrafiaan. Have you ever wondered what is behind any of the Contact Center operational indicators? Why do we measure what we measure and what do they mean? MORE
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. established in 2003, is a globally recognized Call Center, Contact Center and Customer Experience consulting firm. Toronto, ON – December 5, 2017 – The Taylor Reach Group, Inc. MORE
AHT Call Center Consulting Call Center Performance Contact Center Contact center consulting Forecasting Forecasting- WFMBy: Turaj Seyrafiaan. A few years back, I meet with a potential client. During these meetings, I routinely asked about the current operation of the Contact Center, what changes they had initiated (along with the results) and what pain points they were currently facing. MORE
AHT ASA Call Center Consulting Contact Centre Ops Customer Satisfaction Forecasting- WFM Occupancy People management Planning Strategy Contact Center Consulting Contact Center Management Operational Management service level Taylor Reach Group WFMBy: Turaj Seyrafiaan. In the last Indicators post, we discussed one of the most important operational indicators: Average Handle Time or AHT. MORE
Consulting Related Topics Contact Center Pipeline
JANUARY 3, 2018
A number of years ago, I was performing a WFM assessment for a company in Arizona. In the middle of a meeting with the WFM analysts, I asked how their relationship was with the frontline leaders and reps on the call center floor. Silence.
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. The consulting firm has helped companies across various verticals, to source telephony platforms, IVR platforms and services, workforce management, email management, chat management, SMS and CRM solutions. “As
ShepHyken
AUGUST 29, 2017
Utilize thought leadership in your consulting business with these 6 strategies
Taylor Reach Group
MARCH 13, 2018
Customer Experience and Contact Center consulting firm, The Taylor Reach Group , Inc., a globally acknowledged and leading Contact Center and Customer Engagement consulting agency, announced today that they have secured a Contact Center Agent Training Re-Design agreement with one of Canada’s largest, licensed Medical Marijuana Producers. is designing an Agent On-Boarding Training Curriculum. TORONTO (PRWEB)March 13, 2018. The Taylor Reach Group, Inc.,
Advertisement
consulting too few sources. consulting with over 1,000 C-Suite. New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of.
DMG
MARCH 16, 2018
DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. “It’s been a great year for the WFM market and there is a lot more to come”, said Donna Fluss, President of DMG Consulting. About DMG Consulting LLC.
DMG
JANUARY 17, 2018
DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. It’s going to be an interesting 3 – 5 years for the WFO sector as it undergoes a major shake-out,” says Donna Fluss, President of DMG Consulting LLC. About DMG Consulting LLC.
Taylor Reach Group
AUGUST 10, 2017
The Taylor Reach Group’s (TRG) CEO and Chief Chaos Officer, Mr. Colin Taylor, announced today the addition of Peg Ayers to the Contact Center, Call Center and Customer Experience consulting firm. By: Sarah Hill – Stapley.
DMG
NOVEMBER 29, 2017
DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. The cloud has become the dominant sales model for contact center infrastructure solutions, ACDs, dialers, IVRs and more,” said Donna Fluss, President of DMG Consulting LLC.
DMG
NOVEMBER 1, 2017
DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. said Donna Fluss, President of DMG Consulting LLC. About DMG Consulting LLC. 11/1/2017. WFO market is contracting; future is in the cloud.
DMG
OCTOBER 18, 2017
DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. The opportunities and benefits are substantial for speech analytics vendors and the companies that use these solutions,” said Donna Fluss, President of DMG Consulting LLC.
DMG
AUGUST 21, 2017
DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC. 8/22/2017.
DMG
AUGUST 21, 2017
DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC. 8/22/2017.
Robert Davis
FEBRUARY 20, 2017
By Rich Hand , RCDA Consultant. In contact centers, we strive to provide our clients and their employees and customers with an excellent experience. Our recent NPS score by a client [link] affirms our methods work.
CX Journey
NOVEMBER 2, 2016
Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you're delivering your customer experience - without hiring a consultant to do the work with or for you.
DMG
JULY 19, 2017
DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. The market desperately needs new self-service technology that is more accurate, personalized and responsive to customers’ needs,” said Donna Fluss, President of DMG Consulting.
DMG
JUNE 7, 2017
DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics.
DMG
MARCH 31, 2017
DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. After more than 20 years of little innovation, the WFM vendors are waking up, and there are significant changes in this sector,” said Donna Fluss, president of DMG Consulting.
DMG
MAY 8, 2017
DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics.
Taylor Reach Group
APRIL 9, 2018
How can we do this without investing in expensive technology, costly consultants and with no additional resource bandwidth? Call Center Consulting Call Center Management Call Center Performance Call Center Tools Call centre consulting Case Study Customer Experience Customer Reach Root Cause Analysis Strategy Colin Taylor Contact Center Consulting Contact Center Management Contact Center Strategy Customer Service ConsultingBy: Colin Taylor.
Brad Cleveland
JULY 16, 2015
According to Watermark Consulting, customer experience leaders enjoyed a stock increase 77.7%. Follow Watermark Consulting for updates. Over a seven year period, the S&P 500 Index gained 51.5%.
Taylor Reach Group
MARCH 20, 2018
AHT Call Center Consulting Contact Centre Ops Customer Satisfaction Education Forecasting- WFM People management Planning Strategy Contact Center Consulting Contact Center Management Contact Center Strategy Customer Service Consulting Operational Management WFMBy: Turaj Seyrafiaan. Have you ever wondered what is behind any of the Contact Center operational indicators? Why do we measure what we measure and what do they mean?
Taylor Reach Group
MARCH 29, 2018
CX and Contact Center consulting firm, The Taylor Reach Group Inc., Customer Experience (CX) and Contact Center consulting firm, The Taylor Reach Group, Inc., Established in 2003, Taylor Reach is a globally recognized Call Center, Contact Center and Customer Experience consulting firm. The consultancy has assisted thousands of organizations in achieving their Customer Experience and Contact Center objectives.
Fonolo
JANUARY 31, 2018
Who wrote it: DMG Consulting, sponsored by Serenova. Call Center Customer Experience Customer Service chatbot-support cloud-based-contact-center contact-center-reports customer-care dmg-consulting omni-channel
Taylor Reach Group
NOVEMBER 22, 2017
This is where consultants and consulting firms , such as Taylor Reach Group (TRG), are able to assist. Consultants can validate data being entered into Snapshotz, either on a sample or comprehensive basis. When TRG performs Contact Center assessments, coupled with Snapshotz analysis, our consultants actually go on site to validify the data-points that Snapshotz addresses. This is the benefit of using consultants.
Taylor Reach Group
SEPTEMBER 12, 2017
AHT Call Center Consulting Call Center Performance Contact Center Contact center consulting Forecasting Forecasting- WFMBy: Turaj Seyrafiaan. A few years back, I meet with a potential client. During these meetings, I routinely asked about the current operation of the Contact Center, what changes they had initiated (along with the results) and what pain points they were currently facing.
Call Center Coach
JUNE 1, 2017
Interviews Candidate Experience ICMI Expo Shaker Consulting Group Tim KennedyHiring the best contact center agent is getting more complex with each passing year.
Taylor Reach Group
JANUARY 16, 2018
CX and Contact Center Consulting firm working with major retailer to establish the most cost-effective, customer experience focused operational model for the Contact Center. a globally recognized CX and Contact Center consulting firm, announced today that they are working with a major North American retailer to redesign their Contact Center operating model. Established in 2003, Taylor Reach Group is an internationally acknowledged and leading CX and Contact Center consulting firm.
Robert Davis
JANUARY 24, 2018
Resources call center operations call center training contact center training customer contact center consulting customer contact center sales Customer Contact Centers revenue growth training and coaching value of coachingBy Brad Baumunk , COO. It is hard to believe it is 2018.
Taylor Reach Group
MARCH 19, 2018
AHT ASA Call Center Consulting Contact Centre Ops Customer Satisfaction Forecasting- WFM Occupancy People management Planning Strategy Contact Center Consulting Contact Center Management Operational Management service level Taylor Reach Group WFMBy: Turaj Seyrafiaan. In the last Indicators post, we discussed one of the most important operational indicators: Average Handle Time or AHT.
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. established in 2003, is a globally recognized Call Center, Contact Center and Customer Experience consulting firm. Toronto, ON – December 5, 2017 – The Taylor Reach Group, Inc.
Connecting the Dots
APRIL 27, 2017
appeared first on Customer Care Measurement & Consulting (CCMC). Blog Consultancy Consumer Issues CRM Customer Experience News Podcasts and videosCCMC ~. John’s latest book, Customer Experience 3.0 , describes in detail what he means by customer experience 3.0,
ijgolding
JULY 14, 2017
She will be supporting all aspects of consultancy and training delivery in the coming months – we are very lucky to have her!! “Focus on the whole journey, not just the transaction” In the world of Customer Experience (CX) you will hear this phrase frequently.
Customer Experience Matters
FEBRUARY 12, 2018
B2B CX Benchmarks Bruce Temkin Research Tech Vendors Temkin Group Research ADP Citrix Computer Sciences Corporation CSC Deloitte EDS EMC Fujitsu Hitachi IBM SPSS McAfee NetApp Novell Pitney Bowes Red Hat SAS Institute Siemens Sun Microsystems Sybase Tata Consulting Services Trend Micro VMwareWe just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2018.
Taylor Reach Group
JUNE 15, 2017
Call centre consulting Contact Center Contact center consulting Economic Development News Ontario Minimum Wage Opinion Telecommunications UncategorizedDrive to $15 - How Minimum Wage Increases Will Impact Businesses & Contact Centers.
Robert Davis
MAY 10, 2017
By Lisa Pustelak , RCDA Senior Consultant. Lastly, seek help from a coach or consultant in your field. It’s the last day of the month, and as a bonus, it’s also the end of the quarter.
Taylor Reach Group
MARCH 8, 2018
Call Center Performance Contact Center Contact center consulting Metrics OccupancyBy: Peg Ayers & Turaj Seyrafiaan. Occupancy Definition: The percentage of your agent’s logged-in time spent in direct contact with a customer or in activities directly following and related to that contact (e.g. After Call Work). Calculation: Total Contact Time (Talk Time + After Call Work) /Total Logged-in Time. The equation can be applied for any period of time (day, week, month, etc.)
Connecting the Dots
MARCH 30, 2017
The post Whitepaper: When Will We Ever Learn: Why the Revolution in Corporate Complaint Handling Has Failed SO FAR appeared first on Customer Care Measurement & Consulting (CCMC). Consultancy Consumer Issues Customer Experience Customer Rage News RageCCMC ~. Since the seminal 1976 White House Study on complaint handling, we have known that complaint handling could be an effective marketing strategy.
West
SEPTEMBER 29, 2017
Cloud Contact Center Connected Customer Experience Interactive Services analytics center cloud cloud contact center consultation contact contact center customer experience CX infographic Managed Services SaaS software as a service software provider
Taylor Reach Group
JUNE 6, 2017
Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. Garry Schultz – Senior Consultant - Ottawa. Turaj Seyrafiaan– Senior Consultant - Toronto. Peter Elliot – Senior Consultant – Europe.
INDUSTRY INSIGHTS YOUR PEERS ARE READING
49 
Let's personalize your content