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Over the past few weeks, we have be posting a series related to Contact Center industry statistics. Previously, we discussed statistics related to the organization and customer journey mapping. as well as statistics related to the various Contact Center channels. Below, we will be discussing Contact Statistics related to the various technologies within the Call Center.

Contact Center Technology Statistics:

86% of consumers are willing to pay more for an upgraded experience.

60% of agents agree that their company doesn’t always provide the technology that staff needs to address the challenges they face when helping customers. 44% of agents lack the tools that are available to them and 34% believe they don’t have the right customer data available at the time of request. (Calabrio)

AI:
56% of TMT Companies are planning to invest in AI (Deloitte)

Gartner predicts that Global AI business value to reach US$1.2 trillion in 2018. Customer experience (CX) is the primary source of derived business value, as organizations see value in using AI techniques to improve every customer interaction, with the goal of increasing customer growth and retention. CX is followed closely by cost reduction, as organizations look for ways to use AI to increase process efficiency to improve decision making and automate more tasks.

Bots and Chatbots:
Gartner predicts that by 2021, more than 50% of enterprises will be spending more per year on bots than traditional mobile app development

Robotic Process Automation (RPA):
33% of Contact Centers plan to invest in robotics and process automation in the next 2 years (Deloitte)

In just a year, the figures of those who have implemented process automation in their Contact Center has risen from 36.3% to 39.1%. (Call Centre Helper)

Automated Calls:
Automated calls have long plagued consumers; however, the volume has skyrocketed in recent years, reaching an estimated 3.4 billion in April alone. Robocalls are a thorny problem to solve. Regulators are working with the telecommunications industry to find ways to authenticate calls which would help unmask the callers.
Complaints about telemarketers and scammers have steadily increased in recent years, with robocalls identified in the majority of cases.

Automated calls are increasing because they are cheap and easy to make. The Federal Trade Commission, which oversees the Do Not Call Registry, said there was 4.5 million complaints about robocalls in 2017, more than double the 2.18 million complaints logged in 2013.
(NY Times)

Cloud:
Most Contact Centers Have Not Moved to the Cloud – But It Won’t Be Long

Call Centre Helper’s survey suggests that a little over a fifth, 21.0%, of Contact Centers have moved to the cloud. But almost three times the number are either in-process, in-planning or considering implementation.

This leaves just 40.9% of Contact Centers that are not considering the transformation from an on-premise solution. (Call Centre Helper)

Cloud Uptake Is Set to Rise Rapidly in the Near Future

While only 21.0% of those surveyed operate in a cloud Contact Center, this only tells half of the story.

In fact, over a quarter (26. 5%) have put plans in place to implement cloud technology, being either in the planning stage of operations or currently in the process of installing the technology.

An additional 11.6% are reported to be considering the cloud within the next six to 12 months.

Just 40.95% of Contact Centers are not considering cloud and instead intend to carry on using legacy-based systems.

Contact Centers Are Unsure of the Reliability of Cloud

The following findings indicate that 38.7% of Contact Centers professionals are not sure of the reliability of cloud. (Call Centre Helper)

Interaction Analysis:
The Take-Up of Interaction Analytics Is Expected to Rise

Over 80% of our Contact Center professionals expect the presence of interaction analytics to increase within the industry over the next five to ten years.

If this were to be the case, it would fit the current trend, as the take-up of the technology has increased from 9.2% to 13.4% in the past year. (Call Centre Helper)

Interactive Voice Response (IVR):
The IVR amounts to 27% of the total call experience. However, currently only 7% of organizations offer an IVR solution that delivers a superior customer experience (CSAT) (Fusion)

Quality and Performance Management Technology:
Only 31% of companies strictly monitor the quality of relations with target customers. 67% of organizations see access to real-time or near real-time metrics as a very important capability. However, only a few companies (8%) get access to their metrics as soon as they are generated. (Fusion)

WFM Technology:
WFM/technology – Since 2015, the reported figure has risen by over a sixth, from 24.5% to 30.0%, which is particularly surprising given the increase in uptake of WFM technology. If implemented correctly, this should provide the Contact Center with an accurate figure for the number of advisors needed. (Call Centre Helper)

Some Contact Centers Are Still Using Pen and Paper to Schedule Staff – WFM
Almost one in ten Contact Centers are still using either pen and paper or whiteboards to schedule staff. (Call Centre Helper)

Stay tuned for our next Contact Center statistics post focused on WFM, CX and CSAT. 

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By: Colin Taylor 

Why would you want to retain a consultant? Common wisdom would have it that all they do is “borrow your watch and tell you the time”.

What can a consultant really bring to the table that can assist your center and your organization when you a looking at moving or establishing a new center?

Seven Reasons You Need a Consultant’s Expertise When Selecting a Contact Center Location

Seven reasons come to mind quickly, I will let you be the judge as to whether or not they are good reasons:

1. You don’t know what you don’t know.

This may sound trite, but it is also true. Now I could quote Donald Rumsfeld on “known knowns” and “unknown unknowns” but suffice it to say that unless you have been through this process repeatedly it is unlikely that you have the same level of experience and insight as a consultant could bring to the table.

2. Eliminates internal bias.

Internal bias often exists in organizations. It may not be overt and is often spawned by a belief that if we can put the center anywhere, then why not near the VP’s summer home or the CEO’s ranch, or somewhere warm in the winter. In a consultant lead process this bias is eliminated or at minimum identified and challenged.

3. Eliminates external bias.

Your CEO and your Board members have friends, and they have friends of friends. It is likely that at least some of these folks will be contacted through personal or social networks by one or more jurisdictions that wish to attract the call center. The people in Economic Development (EcDev) are professionals, they have fine-tuned their pitch and can make any location sound like it is Shangri-La. A consultant lead process eliminates this lobbying and restricts the EcDev pros from lobbying the Board by ensuring that all contact is through the consultant.

4. Lack of Knowledge or Bandwidth.

The two most common reasons for hiring consultants are that either: you don’t possess the knowledge/experience internally, or you have the talent, but don’t have the bandwidth to complete the specific task while completing the existing work and job activities. In site-selection experience can be crucial. Many consultants have developed proprietary models (I know that Taylor Reach does) and methodologies that facilitate a deeper analysis of the relevant data points that can be generally be completed internally.

5. Incentives are always available.

Now the salad days of site-selection are gone, you can no longer build and outfit a center for $1. There are tax credits, low-interest loans, and still grants in some markets all tied to the local wealth created by the operation of the call center. Consultants will have more experience dealing with the EcDev and government agencies and can ensure that all possible incentives are evaluated against a realistic and sustainable job creation model. There are lots of empty contact center around where the economic incentive was very attractive, unfortunately to market wasn’t well suited for contact center operations.

6. The track record is important.

With the experience of building centers domestically and internationally consultants can bring their experience to bear on any future site selection project. Local laws and regulations, customer and work practice knowledge is essential. What is the cost to terminate an agent in the Dominican Republic? How does long-term service leave affect Australian call centers? What are the specific advantages of locating in a ‘Right to Work’ state? In each case, a consultant can leverage their experience in order to properly cost and budget for a new center.

7. Consultants offer one final advantage in this or any consulting engagement.

That advantage is that you didn’t execute the project the consultant did. This positioning means that you can take credit for the astute decision to bring in a consultant on any successful project and be insulated from blame if the project is less than successful. You can always fire the consultant. Of course, whether it is credit or blame will have a lot to do with your due diligence in selecting the consultant in the first place. But that is the topic of another post.

It is unlikely that this article will change anyone’s mind about hiring a consultant although I do hope that I have reminded you of some of the advantages that can be achieved when working with the right consultant and highlighted some of the risks associated with treating selection as a DIY project, or investing in an inexperienced or unprofessional consultant.

Colin Taylor is the CEO & the Chief Chaos Officer of The Taylor Reach Group, Inc. – a Call Center, Contact Center and CX consulting and research firm based in Toronto and with offices in New York, Atlanta, Ottawa, London, Beijing, Hong Kong, Bangalore and Sydney Australia. With more than 40 years of Call Center leadership experience operating in-house Contact Centers, building one of the most successful BPO organizations and now consulting since 2003, Colin and his team stand by ready to assist you.

Like to chat? Please feel free to reach out by phone (866-334-3730) or email (ctaylor@thetaylorreachgroup.com) and we can set up a free, no obligation, one-hour consultation meeting.

This post was created in 2011 and updated in 2018

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The Taylor Reach Group, Inc. (Taylor Reach) announced today, the launch of their Leadership Training Program for Contact Center Team Leads, Supervisors, Analysts, and Managers.

A staggering statistic points out that 84% of organizations anticipate a shortfall of leaders in the next 5 years. While 83% of organizations say it is important to develop leaders at all levels, only 5% have fully implemented development at all levels. To address this gap, Taylor Reach’s Leadership Training Program is focused on leaders at all levels in the Contact Center and prepares people for the challenges of leadership in the digital age.

Applying decades of world-class Contact Center leadership experience, the Taylor Reach Leadership Training program can be customized to each industry, organization, and Contact Center – delivering anything but a ‘cookie cutter’ approach.

Taylor Reach’s CEO and Chief Chaos Officer, Colin Taylor, stated, “My involvement in the Contact Center world over the last 40+ years, through operational management and consulting experience, has allowed me to gain the practical knowledge that the ‘cookie cutter’ approach where one size is supposed to fit all, simply does not work.” He expanded, “This is especially true in regards to equipping your Contact Center leadership with the expertise to manage better, increase performance and productivity and effectively identify root causes, all while enhancing their understanding the ‘thousand moving parts’ in every contact center and your specific Contact Center goals.”
One of the most overlooked opportunities for Contact Centers is the training for leadership within the organization. Without training staff to grow within your succession plan, you are handicapping your organization’s ability to grow and thrive. The absence of understanding from Center Team Leads, Managers, Advisors, and Supervisors on the impact of one single change to the broader center, costs centers millions of dollars annually.

Taylor said, “Strategy is envisioning the improbable or impossible. Leadership is inspiring people to attain these. A motivated team that actually believes the impossible is possible can achieve great wonders. This has been repeatedly seen in Contact Centers around the globe; 70% reduction in calls, increased revenues, higher customer satisfaction, migrating 30% of calls to lower cost channels in one case, redesigned processes resulting in a 75% reduction in calls per customer in another.”

About the Taylor Reach Group, Inc. – Established 2003, Taylor Reach is a worldwide, leading Contact Center, Call Center, and Customer Experience consulting firm. Taylor Reach specializes in optimizing centers, of all shapes and sizes, across many verticals, to deliver the desired Customer Experience: SMB’s, Fortune 500 and Global 1000 firms. Taylor Reach has delivered Contact center Leadership training to the organization in the service, e-commerce, government, and healthcare industries and offers other services such as Contact Center Assessments, Training Development, Sourcing, Workforce Management and more. Taylor Reach is dedicated to assisting clients to solve customer experience, Contact Center, and customer service challenges – clients have received more than 30 awards for service delivery and operational excellence.

Media Contact: For more information on The Taylor Reach Group, Inc. visit https://thetaylorreachgroup.com or phone Sarah Hill-Stapley at 1-866-334-3730 ext. 112

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At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events. With that, here are some of the events taking place in July 2018 (in chronological order) with direct links to each event:

Enterprise World 2018: July 10-12, Toronto, ON

OpenText Enterprise World 2018 is the world’s largest information conference. Over three days, you will gain inspiration from your colleagues, cultivate your network, learn to harness the value in your digital information and move your company forward.

Next Generation Contact Center & Customer Engagement Best Practices: July 16 – 20, Macau, SAR

Managing a small contact center is challenging. You don’t have the resources or resileince of large centers. Each presenter has a unique perspective and story on what they do and how. Find out about their specific challenges and opportunities as the best from around the World share tips

Shared Services & Outsourcing Week: July 23-24, Toronto, ON

As the only Shared Services event in Canada, this summit offers shared services leaders across all functions and maturity levels unparalleled access to the latest leading-edge tools and strategies to implement, innovate and optimize your shared services and position your organization for growth.

Chief Data & Analytics Officer Singapore: July 24-25, Singapore

Chief Data & Analytics Officer Singapore is SE Asia’s leading event for the senior data analytics community to share their experiences of developing the infrastructure, ecosystem, culture and talent to enable data-based decision making and advance towards the smart enterprise.

Customer Experience World Cape Town 2018: July 31 – Aug 1, Cape Town, South Africa
CEW 2018 Cape Town is the premier customer experience event available for Customer Experience professionals from around the globe. It draws together the best speakers, the top thought leaders and the key industry experts worldwide to bring you up to speed on Customer Success Programs, and the role customer success will play in it.

If you’re looking to optimize the Contact Center or Customer Experience delivered by your organization or are simply looking to inform yourself more on the industry, we strongly suggest checking out some of these events.

The Taylor Reach Group tracks detailed information on hundreds of Contact Center, Call Center and Customer Experience events, so you don’t have to. If you’re interested in learning more about these conferences, expos and summits including what exact data-points Taylor Reach collects, additional information and the Industry Events List is available for purchase here.

If you have any additional questions, please feel free to reach out to our Marketing Coordinator, Sarah Hill- Stapley

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Over the next few weeks, we will be posting a series related to Contact Center industry statistics. Previously, we discussed statistics related to the organization and customer journey mapping. Below, you will find Call Center Statistics related to the various Contact Center channels. In the next of this series, we will be discussing Contact Statistics related to the various technologies within the Call Center.

85% of organizations anticipate contacts will become more complex in the next 2 years (Deloitte)

Multi-channel and Omnichannel:

92% of organizations that view customer experience as a differentiator offer multiple contact channels (Ameyo)

Research shows that 74% of customers are using 3 or more channels to access customer service (Ameyo). This statistic encourages the need and importance of consistency among different channels in the Contact Center. In fact, 44% of millennials surveyed expect their experience to be consistent across all device. 60% said that they expect the same experience across all customer touch points.

Almost 86% of today’s centers are multi-channel. (Ameyo)

Omni-channel service should be offered at any time on any device: 66% of consumers use 3 or more channels (Microsoft). Less than 3% of companies are deploying omni-channel while 97% of companies say they are investing in omni-channel.

Leveraging an Omni-Channel strategy can drive Customer Loyalty by delivering consistent customer service regardless of the channel of interaction. This also supports differentiated service for different customer segments and customer journeys. Omni-channel is a highly effective tool to support CX, customer centricity, CSAT, retention and loyalty.

Inbound vs. Outbound:

A little more than 40% of Contact Centers Blend Inbound and Outbound Calls (Call Centre Helper).

It is important to see the pros and cons associated with each of these strategies without blinders and without succumbing to political correctness or the current flavor of the day.

Voice:

Gartner predicts that by 2020 a customer will manage 85% of the relationship with an enterprise without interacting with a human. (Fonolo)

58% of callers have visited the website before calling.

More than 60% of problem resolution involves a Contact Center interaction with a live agent

Although customers want multiple options when it comes to communicating with an organization, voice still remains the most critical and predominant channel. (Ameyo) indicated phones still handle around 68% of all Contact Center communications while (Capterra) indicated 74% of respondents have contacted customer service by phone—email is the next most popular channel at 62%. Both statistic demonstrate the importance of the voice channel within the Contact Center.

Phone is the customer service channel used most in the US, more often than email, in-person, live chat, mobile app, self-service, search engine, social media, online community, text message, or Chatbot. (Capterra)

Phone is expected to account for 47% of contacts in 2019 compared to 64% in 2017(Deloitte)

96% of C&IP executives expect contact volume to remain constant or increase in the coming 2 years (Deloitte)

First Contact Resolution (FCR):

A 1% improvement in first Call Response = $276,000 in annual operational savings for the average Call Center (Ameyo) Improving First Contact Resolution (FCR) is viewed as the greatest benefit of interaction analytics.

Contact Center professionals view improved FCR as the greatest benefit of interaction analytics, with 43.9% of the vote. (Call Centre Helper)

Call Scripting: More Contact Centers Are Using Call Scripting:

While Contact Centers are often encouraged to give advisors more freedom on the phone, there has been a contradictory increase in those using call scripting.

In fact, the percentage of Contact Centers using call scripting has risen from 48.3% to 52.9% – a rise of almost 5%. (Call Centre Helper)

Voice of Customer (VOC):

The most common way of measuring the VOC is to survey customers and advisors, as almost half (48.5%) of Contact Centers do.

Random monitoring of recorded calls is the second most popular way of measuring VOC, and is used by 30.2% of Contact Centers.

While surveys and random monitoring are by no means flawless VOC measurements, these techniques will give greater insight than simply relying on the complaints department, which 6.9% of Contact Centers still do.

Spreadsheets Are Still the Most Common Way to Produce Metrics. Over two-thirds of Contact Centers (67.7%) are still using spreadsheets to produce metric results and provide key performance insights into the life of the Contact Center. (Call Centre Helper)

Frustrations in the Voice Channel: 

34% of consumers say the most frustrating aspect of a customer service experience is, “Automated Telephone System (IVR)/inability to reach a live person for customer support.” (Capterra)

89% of customers get frustrated because they need to repeat their issues to multiple representatives

84% of consumers are frustrated when the agent does not have information.

Self Service:

90% of respondents expect brands to offer an online portal for self service (Microsoft)

Web and mobile self-service interactions overtake all other channels. For the second year running, survey respondents reported using web or mobile self-service more than speaking with an agent over the phone. (Forrester)

By 2020 self-service tools will be tailored to help customers solve problems by themselves. Solutions such as live chat, social media support, and online communities will provide a more consistent and personalized customer experience.

90% of consumers now expect a brand or organization to offer a self-service customer support portal

Gartner reports that improving the self-service experience of consumers is among the top 3 priorities for companies that aim to improve customer experience and service.

60% of consumers view a brand with a mobile-responsive self-service option more favorably than one that doesn’t. (Fonolo)

By 2020, the customer will be able to maintain 85% of the relationship with a company, without interacting with a human. (Fusion)

Online:
75% of consumers use search engines to find answers to service related questions before calling the voice channel. This encourages the importance of Effective Knowledge Management. Use of help or FAQs on a company’s website increased from 67% in 2012 to 81% in 2015 among US online adults.(Forrester)

45% of consumers will abandon an online transaction (switching to Voice) if their questions or concerns are not addressed quickly. (Ameyo)

53% of US online adults are likely to abandon their online purchase if they can’t find a quick answer to their question; 73% say that valuing their time is the most important thing a company can do to provide them with good online customer service.(Forrester)

A Customer Knowledge Base Is Now a Common Contact Center Practice
One technology that has seen a large increase in implementation is the Contact Center’s knowledge base.

In 2016, 68.6% of Contact Centers reported to have installed such technology, a figure that has risen to 75.6 in just a single year. This perhaps coincides with the increased focus on personalizing the customer experience within the industry. (Call Centre Helper)

Social Media:

While social media may not be a popular choice when it comes to customer service, it can have a big impact on how customers perceive your brand.

When companies engage and respond to customer service requests over social media, those customers end up spending 20% to 40% more money with the company. (Bain & Company)

Failure to respond via social channels can lead to a 15% increase in the churn rate. (Source)

52% say Facebook is the most effective social channel for customer service. Twitter follows at 25%, then LinkedIn at 8%. (Salesforce)

59% of 25-34 year-olds share poor customer experiences online.

Social media channels handle just 3% of all customer communications.(Ameyo)

66% expect a response on social media within 24 hours (Microsoft)

Social media will account for 9% of total Contact Center contacts in 2019 (Deloitte)

Digital Channel:

In 2016, The Global Contact Center Benchmarking Report outlined that 42% of all customer interactions had become digital.

Less Than a Fifth of Contact Centers Are an Integral Part of Digital Transformation Efforts. (Call Centre Helper)

Only 18.3% of Contact Centers considered that they were an integral part of corporate digital transformation efforts.

It has been predicted that as Contact Center leaders begin to catch on to the importance of user-friendly online customer experiences, digital channel planning is set to increase over the next year as follows (IBM):

Web chat: 44.3% to 81.1%
Mobile apps: 41.6% to 75.45%
Social media: 51.4% to 76.1%

Contact Centers Are Often Ignored During Digital Transformation Efforts

Less than a fifth of our participants consider their Contact Center to be an integral part of corporate digital transformation efforts, 18.3% to be exact.

In fact, almost 14% confessed that their organization has never involved or even consulted their Contact Center in the process, despite the potential knock-on impact on operations. (Call Centre Helper)

Video:

31% of organizations expect to be using video chat in 2019 years for an average of 8% of their interactions. (Deloitte)

More than 100 of the 500 largest global businesses will introduce video-based chat by 2018. (Gartner)

Mobile Applications:

Through 2018, the lack of support in mobile applications will lower customer satisfaction rates by 5%. (Ameyo)

A great deal of e-commerce is moving to the mobile platform. 47% of millennials said they regularly make purchased on their mobile devices (CX Network)

Web Chat/ Live Chat:

Web chat Is on Course to Be the Next Mainstream Channel. Over 40% of Contact Centers reported that webchat was going to be the next channel that they would implement (Call Centre Helper)

Chat has the ability to significantly boost sales and build repeat customers:

  • 38% of online consumers said they had made their purchase decisions due to a chat session
  • 20% increase in shopping cart size with chat engagement
  • 63% of online consumers said they were more likely to return to a website that offers live chat
  • 92% of consumers are satisfies or very satisfies with the experience when they hatted on a mobile device (CX Network)

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The Taylor Reach Strategic Assessment analyzes people, process, and technologies to establish a prescriptive approach for optimizing operations

TORONTO (PRWEB) JUNE 07, 2018

Customer Experience and Contact Center Consultancy, The Taylor Reach Group, Inc. (Taylor Reach), announced that they have been appointed by one of America’s largest home builders to take an in-depth analysis of their Contact Centers. Taylor Reach will conduct an essential health check of the home builder’s multiple Contact Center operations.

Taylor Reach’s consultants, each with 20+ years of Contact Center expertise, will perform on-site analysis, auditing and stakeholder interviews at each of the home builder’s Call Centers. The audit will benchmark the centers across 8 categories, 29 sub-categories, 700+ data points, against 2500+ other Contact Centers and allow charting of improvement initiatives to prove the results.

“Contact Centers operate with a complex set of interconnected elements, sometimes in subtle but critical ways,” said Taylor. “Contact Centers across many industries share many of the same tools, processes, and functions, however, each center and customer service operation is unique.”

Taylor Reach’s Strategic Assessment road-maps Contact Centers to a desired future state through a detailed assessment of all aspects of current Contact Center operations and leveraging of their proprietary People, Process, Technology, and Methodology approach.

About The Taylor Reach Group, Inc.

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. Established in 2003, the consultancy aligns proprietary approaches specific to clients’ organizational goals and objectives. TRG’s vendor agnostic team has a deep understanding of all aspects of Contact Center operations, as each consultant possessed a minimum of 20 years of hands-on Call Center operational management experience. To learn more, visit thetaylorreachgroup.com

Media contact: For more information contact Sarah Hill – Stapley via phone: 1-866-334-3730 Ext 112 or email: shillstapley@thetaylorreachgroup.com

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The Taylor Reach Strategic Assessment will enable scalability through the analysis of people, process and technologies to establish a prescriptive approach for optimizing operations

Taylor Reach Group is conducting an in-depth analysis of people, process, technologies and the ‘thousand moving parts’ within one of Canada’s Medical Marijuana Producer’s Contact Center to support the increasing contact volumes and establish a prescriptive approach for optimizing operations.

TORONTO (PRWEB) June 05, 2018

CX and Contact Center Consultancy, The Taylor Reach Group, Inc. (Taylor Reach), announced that they have been appointed by one of Canada’s medical marijuana licensed producers to take an in-depth analysis of their Contact Center. Taylor Reach will conduct an essential health check of the cannabis producer’s Contact Center operations that will formalize, professionalize and upgrade operations to support increasing contacts and call volumes associated with medical cannabis consumers and the pending introduction of recreational cannabis within Canada.

To complete this Strategic Assessment Taylor Reach’s vendor agnostic consultants, each with 20+ years of operational and managerial Contact Center expertise, will perform on-site analysis, auditing and stakeholder interviews for the cannabis producer. The audit will benchmark the center across 8 categories, 29 sub-categories, 700+ data points and against 2500+ other Contact Centers. Additionally, Taylor Reach will validate the audit findings, drill down for root cause data regarding current processes and procedures and confirm the future state vision for the client’s Contact Center.

Colin Taylor, CEO and Chief Chaos Officer of Taylor Reach, stated, “Experience and exposure to thousands of Contact Centers, across virtually every vertical, allows us to rely on expertise and knowledge to ensure each project offers tailored solutions to meet the needs, goals, and objectives specific to each Contact Center.” He expanded, “Essentially the Taylor Reach Strategic Assessment will allow us to weed out any inefficiencies and grow best practices in the medical marijuana producer’s Contact Center while preparing for the expected increase in contact volumes.”

Taylor Reach’s Strategic Assessment road-maps Contact Centers to the desired future state through a detailed assessment of all aspects of current Contact Center operations and by leveraging of a proprietary People, Process, Technology, and Methodology approach.

“We take a hands-on, holistic approach when our clients seek our assistance, examining all of the relevant aspects and elements of the Center. Contact Centers function with a complex set of interconnected activities, processes, people, and technologies. These elements are inter-dependent, sometimes in subtle but critical ways.” said Taylor.

The implementation of the Taylor Reach Strategic Assessment recommendations is expected to result in a 10-25% increase in operational efficiency and will improve customer satisfaction, service quality and technology utilization and effectiveness.

About The Taylor Reach Group, Inc.,

The Taylor Reach Group, Inc., established in 2003 with 6 offices globally, provides consulting and advisory services related to customer experience interactions – Contact Centers, Technological Support, Revenue Generation etc. Serving Fortune 500 companies, small businesses, and government organizations, Taylor Reach works with clients across all verticals, has completed numerous projects on three continents and has won 30+ awards for operational excellence. Today, there are 15,000+ agent desktops that employ Taylor Reach designed CX and Contact Center models. Visit https://www.thetaylorreachgroup.com for more information.

Media Contact: For more information contact Sarah Hill – Stapley at 1-866-334-3730 ext 112 or email at shillstapley@thetaylorreachgroup.com.

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At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events. With that, here are some of the events taking place in June 2018 (in chronological order) with direct links to each event:

The 2018 Canadian Telecom Summit: June 4-6, Toronto, ON

The Canadian Telecom Summit delivers thought provoking presentations from the prime movers of the industry. The Canadian Telecom Summit gives you the chance to hear from and talk with them in both a structured atmosphere of frank discussion and high octane idea exchange and schmooze in a more relaxed social setting of genial conversation.

2018 SWPP Annual Conference: June 4-6, Nashville, TN

The SWPP Annual Conference will provide multiple educational sessions, facilitated discussions on relevant topics, and a vendor showroom, as well as great food, exciting entertainment, and spectacular fun! Learn from industry experts and your peers in almost 80 different sessions during this exciting event. Everyone is invited to attend this conference, and anyone in the workforce planning community can benefit from the informative workshops and opportunities to network with peers. As an attendee at the SWPP Annual Conference, you will; Learn about industry trends and hot topics from the experts; Improve your workforce management skills; Make important contacts and network with your peers; See the latest technology available to you; Have a great time!

Loyalty Summit: June 5-7, Barcelona

Some of the hot topics include Soliciting and evaluating new concepts, solutions, and ideas thanks to the VoC. How to make the most of the digital advantage? Leverage the digital technology and improve retention and loyalty of your customers. What are the most important objectives in loyalty programs that made you succeed? What do you have to stress when it comes to the distinguishing between the loyalty and the reward programs? Is it possible to achieve churn reduction? How? Proving everything can happen

Big Data & Analytics for Retail Summit: June 6-7, Chicago, IL

Learn from Fortune 500 companies and innovative start-.ups to create a business strategy that will ensure growth for your business. See a lineup of leading retail experts in analytics, data science, data mining, eCommerce & marketing optimization for 2018.

Customer Contact – Europe: June 11-13, Dublin, Ireland

This event is a hub of ideas, inspiration, and industry connections for customer service and customer contact executives who strive to innovate the customer experience. Customer Contact Europe will prepare you for the future of customer care by providing pragmatic real world experiences, insight, best practices and tools for embracing and accelerating digital transformation.

SOCAP 2018 Data Reporting Workshop: June 12-13, Chicago, IL

SOCAP's Data Reporting Workshop is the annual must-attend event for any customer care professional responsible for collecting, analyzing or reporting data to improve business operations.This two-day workshop will examine reporting issues through the lens of social media and digital. Learn effective practices on reporting in the social space and how different companies leverage data and insights to tell the right story to senior management and other audiences.

SOCAP Minnesota Chapter – Agent Hiring & Training: June 13, Bloomington, MN

Talent Acquisition – All the hats that a contact center agent must wear can make it difficult to find the right person for your company. This session will cover defining the job description, tools to assist with hiring, interview assessment and the cultural differences by location/generation. Training - We will discuss training methods for in-house and remote agent for phone, chat, etc. Bring your training plan to share at round table discussions. Speaker Matt Rudi from The Toro Company will be sharing insights on their hiring and training practices.

SOCAP 2018 Quality Monitoring Workshop: June 13-14, Chicago, IL

SOCAP’s 2018 Quality Monitoring Workshop is focused on common internal quality functions and issues within the contact center. This interactive workshop will; Cover the fundamentals of quality monitoring and how essential it is to contact center management and operations; Explore various monitoring issues including performance improvement and metrics; Provide actionable insights to help you better understand the ‘What? So What? and Now What?’ of quality monitoring

Healthcare Call Center’s 30th Annual Conference: June 13-15, Pittsburgh, PA

The healthcare call center world is rapidly transitioning to a more expansive role within our health delivery system. Pittsburgh is known as the city of bridges, with hundreds of bridges spanning communities in the greater Pittsburgh region. Bridging from yesterday to tomorrow is perhaps the principal strategic challenge facing healthcare call centers today. That is why the theme for this year’s conference is: “Your Bridge to Tomorrow’s Healthcare Call Center.”

Customer Contact Week: June 18-22, Las Vegas, NV

Started in 1999 as Call Center Week, CCW is the world’s largest customer contact event series. With the balance of conference and expo, CCW is the place where customer care, CX, and contact center leaders come together. In 2018 we’re introducing our new look as Customer Contact Week.

CX NYC 2018: June 19-20, New York, NY

Forrester’s 2018 CXNYC Forum will leverage our most recent research to help CX pros expand their existing CX strategy — from the delivery of exceptional customer experiences towards the new opportunities that CX leadership can deliver.

Next Generation Contact Center & Customer Engagement Best Practices: June 19-22, Orlando, FL

An event that brings the best from all over the World together to share best practices today and plan for new challenges and opportunities tomorrow. We invite you and your team to get involved and to network and engage with the industry’s brightest and best ‘top-performers’ to help you learn, benchmark, share and improve to get ahead of the competition.

ICMI Contact Center Symposium: June 25-28, Philadelphia, PA

With an environment that’s more intimate than a large-scale conference, you get an immersive educational experience and unprecedented access to network with peers, ICMI experts, and influential instructors—those who’ve been there, done that, and have proven solutions to the challenges you’re facing. This unique training opportunity has everything you need to solidify your career, improve your skills, and drive your contact center performance to new heights!

Customer Success Summit Canada: June 26-27, Toronto, ON

Businesses recognize the value of customer success and build strategies to prioritize current customers. Stay ahead of your competitors by building stronger relationships with your customers to increase their overall lifetime value. Gain insights to; Achieve executive buy-in for your CS programs; Determine account segmentation to maximize resources; Manage risk to spend less time firefighting; Leverage technology to drive your CS capabilities; Foster a customer-centric culture within your company; Amplify customer retention and expansion; Build an effective Customer Success team; Discover the future of AI in Customer Success; Transform your customers into product advocates; Establish your customer health scores

Digital Publishing Innovation Summit: June 26-27, London, UK

25+ Industry Speakers & 100+ delegates, the Digital Publishing Innovation Summit is the most exclusive gathering of leaders in digital publishing. Key themes being discussed; maximizing distribution via third-party publishing and social media; improving audience measurement and analytics; using data to better engage your audience; content marketing, advertorials and programmatic advertising; creating content for a multiplatform world; establishing effective multimedia content and harnessing new technology, verifying content in the era of ‘fake news’.

If you’re looking to optimize the Contact Center or Customer Experience delivered by your organization or are simply looking to inform yourself more on the industry, we strongly suggest checking out some of these events.

The Taylor Reach Group tracks detailed information on hundreds of Contact Center, Call Center and Customer Experience events, so you don’t have to. If you’re interested in learning more about these conferences, expos and summits including what exact data-points Taylor Reach collects, additional information and the Industry Events List is available for purchase here.

If you have any additional questions, please feel free to reach out to our Marketing Coordinator, Sarah Hill- Stapley

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The Taylor Reach Group, Inc., will be assisting one of Canada’s largest home improvement retailers in shifting from a Distribution business model to a Retailer Contact Center model to meet increasing consumer demands.

TORONTO (PRWEB) May 23, 2018

The Taylor Reach Group, Inc, (TRG), a globally recognized Contact Center and Customer Experience (CX) consulting organization, today announced that they are working with one of the country’s, largest retailers, to establish a new service model within the retailer’s Contact Center.

Taylor Reach will assist the retailer in analyzing the current operating model and assist the client in designing and implementing a center to support their Direct to Consumer channel in order to move from their traditional Retailer business model. This transition will allow for a smooth and successful implementation of a “ship-to-home” strategy, serving the needs of the online ordering and direct-to-home customers. The customer service and relations operation expansion will support the expected increase in demand for e-commerce.

“In delivering great customer service, it is essential to first have a great service delivery strategy. At Taylor Reach we have an in-depth, comprehensive understanding of the Contact Center arena, backed by decades of experience establishing, developing and operating cost-effective Contact Center model strategies,” said Colin Taylor, CEO and Chief Chaos Officer of TRG.

TRG will aid the retailer in the design; modeling and implementing tools, technologies, techniques, and best-practices to ensure that the launch of the new strategy and model is a success. The retailer’s service standards will be expanded to store-level operations, ensuring consistent CX when contacting head office and individual retail locations.
Taylor stated, “We know that it is essential for Contact Centers to optimize, their people, process, and methodologies before applying technology. Technology is a tool that amplifies existing processes. Good technology will not correct a dysfunctional process, it will only improve the ease and consistency in executing the dysfunctional process.” He expanded, “We’re looking forward to working with our client to ensure the interconnected processes, procedures and technologies are functioning harmoniously at a high-level to reach organizational and customer needs.”

On-site analysis, stakeholder interviews, and review of the retailer’s Contact Center related reporting, processes, procedures, staffing forecasts, systems employed, process maps, and workflows, will allow TRG to understand current operations in order to confirm the future state vision. The consultancy will conduct workflow mapping including customer documentation and CX expectations, customer on-boarding, hiring and recruiting, basic training, volume and staff forecasting and scheduling. Additionally, TRG document processes, procedures, and call flows while establishing technologies and KPIs to be employed.

About Taylor Reach Group, Inc.,

Established in 2003, Taylor Reach Group is an internationally acknowledged and leading CX and Contact Center consulting firm. Having assisted hundreds of organizations, of all sizes, across all verticals, TRG ensures their clients’  Contact Center(s) achieve their Contact Center,  Customer Experience, and operational objectives . The firm specializes in sourcing strategies, customer experience, customer service/support, Contact Center Assessments and service models. For more information, visit https://thetaylorreachgroup.com

Media Contact: For more information contact Sarah Hill – Stapley at 1-866-334-3730 ext. 112 or email at shillstapley@thetaylorreachgroup.com

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By Colin Taylor

In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. It has been said that Call Centers produce more data and more measurement opportunities than is possible in almost any other communications channel. But while we know what each of these acronyms stand for, our callers and customers may have a slightly different perspective based on their experience. So with ‘tongue planted firmly in cheek’, I present a customer translation for commonly used Call Center metrics;

SL – Call Center operators know this as Service Level; the percentage of calls that are answered within a defined period of time. To our customer however this metric becomes ‘Sucks Less’ – the better the Call Center Service Level the less the service being realized sucks.

AHT – We know this as Average Handle Time or the time it takes to complete an interaction with a customer. For the customer however it can be the Average Hang-up Time – this is the time it takes to change the customer’s optimism at having reached a live agent to completely sour and make them want to hang up and ‘forget the whole thing’

ASA – Average Speed of Answer, but from the customers perspective this is all too often the wait time Anticipating Surly Agent. It is not that the customer wants to speak with an unhappy or surly agent; it is just that all too often that seems to occur. I am reminded of the Monty Python skit ‘the Argument’. In the skit both the ‘argument’ and the ‘complaints’ sections can ring frighteningly true to some Contact Center operators.

FCR – The current ‘holy grail’ of Call Center metrics the much sought after First Contact Resolution. We know that if we can resolve a customer inquiry on the first call they will not need to call back (saving costs) and in addition a successfully resolved inquiry can lead to high satisfaction, repurchase and loyalty. Of course most centers strive to resolve the inquiry to the customer’s satisfaction. In center where resolution of any kind is acceptable then resolving an inquiry to the company’s satisfaction can be FCR as well. In this latter case from a customers point of view FCR becomes Forced Company Response.

QA– Quality Assurance is an overarching strategy to assess and improve agent interactions with customers through monitoring, review and coaching. Unfortunately it can also be construed as Quality Absent in a customers mind when they have a call where quality is weak or missing.

Metrics aren’t the only area where customer can reinterpret the meanings of the acronyms. IVR – Interactive Voice Response that tried and true tool for call streaming and allocation can become Indifferent Voice Response when no matter what the customer enters (or says) the path and result all seem to keep them cycling over and over through IVR Hell.

Announcement messages can be particularly frustrating to customers;

Your call is important to us please hold”- Is it just me or does this sound like a form of oxymoron? Logic would appear to suggest that if my call actually was important I wouldn’t have to hold, would I?

“We are experiencing higher than normal call volumes…” There is any number of possible endings to this message but all suggest that the customer plans on a long wait or call back later. I am reminded the words over Dante’s entrance to Hell, “Abandon All Hope Yee Who Enter”. Perhaps this might be a more fitting announcement message. The one thought that goes through my mind when I hear the “higher than normal volumes’ message, especially if I call the same center many times and always hear this message, is that if the calls (and customers) were really important, then the company would have done a better job forecasting for demand and staffing to meet this demand.

What suggestions would you add to the list above? Let us know in the comment section below and will publish an updated list in the future.

This post was published in 2011 and updates in 2018

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