CCNG

OCTOBER 25, 2023

Governance is more than just project management or business processes, it requires cross-functional collaboration and involvement from various stakeholders to successfully implement large-scale changes. Her consulting practice offers a unique delivery for operationalizing customer experience improvement at every touchpoint.

CCNG 195

CCNG Technology Employee engagement Government 195

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

Taylor Reach Group

FEBRUARY 5, 2019

Define: Understanding the problem through the outputs of the human-centered design research. Measure: Measure data pulled from the contact centers. Control: Control future process performance (governance through new policies and procedures). The one common denominator for all this to be successful is data.

Government 101

Government Management Customer Experience Scripts 101

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

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

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

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. Follow on LinkedIn John R.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

DMG Consulting

MARCH 18, 2020

Managing Contact Centers Through the COVID-19 Pandemic. Employees, particularly those who are paid an hourly wage when they show up and are not paid at all when they don’t, which is the case for many contact center agents, are facing a tough decision. This is DMG’s second column on the COVID-19 pandemic.

Contact Center 100

Contact Center Management Government Transportation 100

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

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

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

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

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

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

DMG Consulting

JANUARY 29, 2021

2021: The Year of the Contact Center. Contact centers all over the world were forced to accelerate their digital transformation the moment the lockdown hit, as the alternative was not an option. Contact centers around the world have positioned themselves to come out of the pandemic stronger than they went in.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

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

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

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

Callminer

FEBRUARY 4, 2021

To learn more about how call centers can address customer vulnerability, we reached out to a panel of call center experts and business leaders and asked them to answer this question: “How can contact centers address increased customer vulnerability?”. One thing contact centers need to get better at is…”.

Call Center 345

Call Center Contact Center Finance Consulting 345

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. That’s why this has been a top-priority project for us.”.

Consulting 128

Consulting Consulting Contact Center Government 128

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

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

Transparent BPO

MARCH 11, 2020

.” That adage, coined by Peter Drucker, a man regarded as the inventor of modern business management, testifies to the fact that measuring performance is vital to the success of any business or industry — including the contact center industry. “There is a term used in the industry: internal benchmarking,” he said.

Benchmark 71

Benchmark Contact Center outsourcing Schedule adherence 71

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

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

Brad Cleveland Blog

NOVEMBER 23, 2021

The term “governance” might feel out of place in the context of customer experience innovation. In fact, to some, creating a governance process might sound limiting or even stifling. But as a customer experience consultant, I’ve found the opposite to be true.

Government 29

Government Customer Experience Consulting Consulting 29

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

JULY 21, 2017

Innovation - Some of the best ideas I've incorporated in the contact center is due to agent feedback. In the contact center, agents feel the pressure to meet performance standards. I have over 15 years of progressive call center leadership and experience in the public, private and government sectors.

Contact Center 143

Contact Center Employee engagement Metrics Government 143

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

Brad Cleveland Blog

NOVEMBER 23, 2021

The term “governance” might feel out of place in the context of customer experience innovation. In fact, to some, creating a governance process might sound limiting or even stifling.

Government 26

Government Customer Experience Consulting Consulting 26

HGS

MAY 27, 2015

The Contact Center Evolution: 5 Focus Areas to Move from Vanilla to Value. Contact centers have undergone significant transformation in the past few years, driven largely by the shift from voice to digital and omni-channel customer service. Transactional to Consultative. Posted by Matthew Vallance.

Contact Center 100

Contact Center Multi-channel support Complaint resolution outsourcing 100

Outsource Consultants

OCTOBER 11, 2022

The country’s thriving hospitality industry has created a culture of customer service and well-rounded Jamaican contact center agents. Foreign investors can enjoy the beautiful scenery and a thriving BPO industry, bolstered by support from the country’s government. Skilled and Supported Agents. Continuous Growth in the Industry.

Call Center 67

Call Center Government outsourcing Telecommunications 67

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

Tethr

JULY 11, 2019

Lutron’s contact centers take calls from many different types of customers—from retail partners that sell Lutron products to dealers, distributors, electricians that buy/sell and install products, to professional lighting designers, architects, home builders and from individual consumers (i.e.,

Contact Center 80

Contact Center Government Scripts Surveys 80

Call Center Weekly

DECEMBER 14, 2018

I have over 15 years of progressive customer service leadership experience in the public, private and government sectors. I have led or consulted contact centers of various sizes across numerous industries. Additionally, I’ve implemented new technology and products, while maintaining award-winning contact centers.

Government 167

Government Contact Center Consulting Consulting 167

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