Consultative WFM

Contact Center Pipeline

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.

Financial Institution Appoints Contact Center Consultancy

Taylor Reach Group

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

6 Thought Leadership Strategies for Independent Consultants

ShepHyken

Utilize thought leadership in your consulting business with these 6 strategies

Medical Marijuana Company Appoints Contact Center Consultancy to Develop Agent Training Program

Taylor Reach Group

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.,

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

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 Consulting Releases 2018 – 2019 Workforce Management Product and Market Report

DMG

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 Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report

DMG

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.

Contact Center Customer Service Consultancy Adds Industry Veteran to the Firm

Taylor Reach Group

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 Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report

DMG

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 Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report

DMG

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 Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report

DMG

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 Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report

DMG

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 Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG

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.

Five traits enable RCDA Consultants to drive desired contact center results

Robert Davis

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.

Understand The Current State of Your Customer Experience - Without Hiring a Consultant

CX Journey

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 Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG

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 Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report

DMG

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 Consulting Releases 2017 Contact Center Workforce Management Product and Market Report

DMG

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 Consulting Releases 2017 Contact Center Gamification Product and Market Report

DMG

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.

Root Cause Analysis in the Contact Center

Taylor Reach Group

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.

Does Service Impact Stock Price?

Brad Cleveland

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%.

Operational Indicators – Average Handle Time (AHT)

Taylor Reach Group

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?

Home Improvement Services Company Selects Taylor Reach to Design Virtual Contact Center

Taylor Reach Group

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.

4 Contact Center Reports to Start Off Your Year

Fonolo

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

Using a Self Serve Approach for Contact Center Assessments

Taylor Reach Group

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.

Increasing Costs in the Contact Center Due to Increased Efficiency

Taylor Reach Group

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.

Hiring the Best Contact Center Agents through Candidate Experience

Call Center Coach

Interviews Candidate Experience ICMI Expo Shaker Consulting Group Tim KennedyHiring the best contact center agent is getting more complex with each passing year.

Major Retailer Appoints Taylor Reach Group to Design Contact Center Operating Model

Taylor Reach Group

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.

Want to exceed expectations in your contact center? Have your supervisors put their primary focus on coaching and development

Robert Davis

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.

Operational Indicators – Sevice Levels, ASA & Occupancy Rate

Taylor Reach Group

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 Working with Major Veterinary Hospital on Telephony Sourcing Project

Taylor Reach Group

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.

Have a minute? Listen to author John Goodman share the business payoff in delivery of Customer Experience 3.0

Connecting the Dots

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,

With customer experience design, functional is good. But don’t stop there – by Beth Richardson

ijgolding

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.

Report: Tech Vendors: Product and Relationship Satisfaction, 2018

Customer Experience Matters

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.

Drive to 15 – How Minimum Wage Increases Will Impact Businessess & Contact Centers

Taylor Reach Group

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.

You don’t have to do it alone (the value of asking for the right help)

Robert Davis

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.

Calculating Occupancy in the Contact Center

Taylor Reach Group

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.)

Whitepaper: When Will We Ever Learn: Why the Revolution in Corporate Complaint Handling Has Failed SO FAR

Connecting the Dots

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.

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SaaS or Managed Contact Center? Soon There Could Be a Better Option

West

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

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Chat in the Contact Center – an Expert Panel Weighs in – Part 1/3

Taylor Reach Group

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.