Consulting Groups Technology virtual call center 
Taylor Reach Group
JANUARY 6, 2023
Centers will continue to leverage AI and automation to reduce live-agent interactions. ChatGPT and real-world RPA applications will make these technologies more accessible to small and mid-sized centers. These measures will ameliorate the labor shortages centers face, but these alone won’t solve the problem.
Taylor Reach Group
MARCH 29, 2018
CX and Contact Center consulting firm, The Taylor Reach Group Inc., selected to design and develop a Virtual Contact Center for a Home Improvement Services organization. Customer Experience (CX) and Contact Center consulting firm, The Taylor Reach Group, Inc., About The Taylor Reach Group, Inc.,
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Taylor Reach Group
AUGUST 13, 2021
There were equipment shortages, technology issues, and insufficient bandwidth which resulted in not all agents being able to work from home. The result was longer waits to get calls answered. We all grew accustomed to hearing, “We are experiencing higher than expected contact volume,” and were asked to wait or call back.
Taylor Reach Group
SEPTEMBER 3, 2021
Are you looking to make changes to your contact center compensation plan based on multiple employee workstyles? The Taylor Reach Group can help you model different scenarios based on desired business outcome to find the right compensation plan that benefits both your employees and your customers.
Taylor Reach Group
APRIL 14, 2021
So I advise organizations’ post-COVID centers to invest in the following two areas: Developing processes, procedures, and protocols that can support WFH agent hiring, coaching, training, mentoring, sustaining culture, and engaging staff. This will require investment in online tools and technologies.
Taylor Reach Group
AUGUST 20, 2020
We overcame technology issues, and managed productivity. Initially, technological challenges were the number one issue. You didn’t need to work in the call centre industry to know which companies were facing connectivity, internet bandwidth and telephony issues. We’ve Come So Far. The challenges were obvious.
Taylor Reach Group
JUNE 9, 2020
Looking ahead, companies with both in-house and outsourced contact centers will need to take full advantage of current technologies that allow them to reduce costs and drive efficiencies but can also handle the critical task of scale mass number of agents with the adroitness of spinning up a server.
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