Call Center Times

Buyer's Guide Directory



Metrics Management


The Taylor Reach Group, Inc.

Established in 2003, The Taylor Reach Group is an award winning, call, contact center and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Phoenix, Ottawa, Ireland and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. All of consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.

Our services include;

* Customer Experience Assessments and Benchmarking

* Contact Center Strategic Assessments

* Contact Center Audits and Benchmarking

* Training Curriculum Design and Development

* Technology Selection

* Operational Model Development

* Omni-Channel, Multi-Channel

* Outsourcing/Offshore Suitability Assessments

* In-Sourcing Assessments

* Home Agent Assessment

* Process Improvement

* Knowledge Management

* Site Selection

* Organizational Design & Development

* Best Practices

* Whitepapers & Research Projects,

At Taylor Reach we stand behind our consulting work and we add value to our clients’ call center operations. Get in touch with us to learn how we can increase your efficiency, operational processes & procedures, and more importantly the Return on Investment (ROI)!  When we are asked to implement Taylor Reach Group consulting recommendations outlined in a Strategic Assessment report, you will achieve a minimum of a 300% ROI in just 4 months! No catches, no strings attached, just 300% in 4 months-guaranteed.

More than 15,000 call/contact center agent positions globally employ Taylor Reach designed contact center operational models; we have the knowledge and experience to help your center management.

thetaylorreachgroup.com

twitter @colinsataylor 

LinkedIn https://ca.linkedin.com/in/colintaylor 

YouTube: https://www.youtube.com/user/colinsataylor

White papers:

http://thetaylorreachgroup.com/special-report-closing-the-revolving-door/ http://thetaylorreachgroup.com/special-report-financial-call-center-best-practice/ http://thetaylorreachgroup.com/multi-channel-contact-centre/
 
Press releases:
 
Case studies:
 
 

 

Ulysses Learning
Award-winning customer service, sales, and coaching training.  Endorsed by top contact centers.
Your contact center will achieve profound business results, ahead of schedule, with Ulysses Learnings’ artful blend of patented simulation-based e-learning, facilitated exercises, coaching, and support tools, that redefine the way customers are respected and cared for and transformcustomer servicesales and coaching cultures
A 2017 Stevie® Awards winner, Ulysses has the only training proven to build emotional intelligence or “EQ” (in both agents and coaches) so that Judgment@WorkTM can be confidently, consistently, and expertly applied on every call.   
Ulysses Learning was founded in 1995 as a joint venture with Northwestern University’s Learning Sciences department and continues to bring clients new, innovative enhancements to its industry-leading training.
 
Many are surprised to learn that Ulysses was the first in the world to create and recently receive a patent for its “Overlay Modeling” software system. The system transformed the way computer-based training is developed and has been cited by Microsoft, IBM, and Reuters as being foundational to the development of several of their own innovative software products.
 
While other e-Learning products are built using more predictive or contrived modeling, Ulysses’ software continually adds or “overlays” real-life responses representatives provide while going through the training simulations. The software, in this sense, is not static, but lives and is further enriched with each interaction.  This is one reason why Ulysses’ clients report that training delivers more realistic and meaningful learning experiences that produce desired results in a shorter period of time such as:
 
·     • Escalated calls reduced by a minimum of 27% (One Ulysses client just reported escalated calls decreased from 38 per supervisor to 4!)
• Increased customer satisfaction by 21%
• Decreased call backs by 25%
• Improved average handle time up to 10 seconds or more
• Improved first call resolution up to 22%

  
Begin your contact center transformation now. 
  
Contact Ulysses Learning today!
Online: 
www.ulysseslearning.com
Call: 800-662-4066
Email: info@ulysseslearning.com
 


Envision

Envision Click2Coach has had a long tradition of helping companies capture customer experiences for strategic insights and operational excellence. Click2Coach is an enterprise featured workforce optimization (WFO) solution, and can be implemented on-premise or in the cloud. Click2Coach Cloud is reasonably priced through a subscription, easy to install and fully featured on all Cisco platforms.

Click2Coach customers have reduced costs by 26 percent and increased efficiencies by 46 percent. We help manage key performance indicators including costs, quality, productivity agent, service level and call handling metrics that help you keep a pulse on your customer experiences as well as manager and agent interactions.

Regardless of the size of your contact center, Envision is a WFO agent analytics platform that is preferred by executives, contact center directors, managers, specialists and agents. Combining call recording, screen captures, PCI compliance, speech and text analytics, quality monitoring, automated agent evaluation, eLearning and Workforce Management in an easy to learn portal and platform called Click2Coach, come see for yourself why we offer enterprise features at an affordable price.

More and more companies are choosing cloud based solutions for good reason. Pricing is simple, and it’s easy to add or remove seats. With our cloud based product, all updates and upgrades are automatically included in the operational cost and you don’t have to employ an entire team of Information Technology specialists to keep the application and hardware operational with the latest releases and features.

By choosing Click2Coach, you can be assured that you are partnering with a company that adds features that grow and change as contact center technology and applications develop, but that allows you the flexibility of adding and subtracting agents for seasonal purposes.

Coaching is the number one skill that exceptional contact center directors employ to ensure that their contact centers are meeting and exceeding customer expectations so why not contact Envision Click2Coach to learn more. Feel free to email us at info@envisioninc.com.

Krista Scanlon
Business Development
(206) 225-0847
info@envisioninc.com



Q-Solutions Group LLC

Q-Solutions Group can assist you with properly defining the key metrics within your center while working with your center management to define and capitalize on the opportunities identified during the metrics evaluation.

 

Generally, contact centers produce huge amounts of data, but do not translate the key data points into useful and actionable management information.  Our approach to metrics evaluation is to first define the relevant center metrics.  Then, given your specific customer needs, we determine achievable goals that can be used to compare benchmark ongoing performance.  When significant performance gaps are found, we identify the causes and determine the best most cost effective solutions.  Finally, we train your management team so they will be able to keep your center functioning in an optimized and effective manner on an ongoing basis.  In most cases you staff will be managing proactively!

 



iDashboards
VIDEO LINK

Beautiful Dashboards. Powerful Insights.
iDashboards is a pioneer in the data visualization space. Through award winning engineering, and patented technology, we’re making it easier to understand your data, displaying key metrics in simple, interactive dashboards. At iDashboards, we don’t just provide richer, more visually engaging ways to display your data. We offer easy-to-build, dynamic dashboards that create context for any user – in any organization – so they can draw real meaning from raw data, creating dashboards that seamlessly connect to multiple data sources. No matter who you are, or what industry you work in, we can rapidly reduce the time it takes to build beautiful dashboards and discover powerful insights. From sales to support, our multifaceted team looks at every situation as an opportunity to innovate, better support customers and solve their data visualization challenges.

iDashboards looks at every situation as an opportunity to empower users to create engaging, interactive dashboards. From top to bottom, we made sure that every aspect of our software is easy to use, and that we have a product that fits your unique needs. Do you need powerful insights on the go? We’ve got you covered with mobile apps for both Apple and Android devices. Looking for a map type or chart that’s not in our library? No problem, our ViGraphics™ and Custom Maps allow you to visualize your data in a way that is completely specialized for your solution.

We’re providing organizations around the world with a stronger grasp on organizational performance. Customers ranging from large, Fortune 500 companies to small and medium-sized businesses have benefited from the freedom to stop formatting and start analyzing. Check out this video and find out why our customers love iDashboards or download a free trial today and discover the insight hiding in your data.




Inova Solutions

Inova Solutions is a global provider of real-time performance management solutions that help contact centers improve their operations through the use of actionable, real-time metrics and consolidated reporting. Reporting outputs include multi-media digital signage, customizable web-based dashboards, desktop applications and LED wallboards.

Company Specialization:

Whether your contact center is a customer service center, technical support, collections, or sales center or a combination of these, Inova’s real-time performance management solutions will ensure your team receives the key real-time information it needs to be successful. Solution packages include:

Customer Service: Inova Solutions provides a solid service foundation by helping you identify and track customer-centric metrics such as CSAT scores, first-call resolution, hold and transfer times, and quality scores in context with more traditional KPIs. Our consolidated reports also enable you to view and manage metrics for new channels of communication such as chat, email and social media.

Sales: If you’re managing a contact center that is responsible for driving sales revenue and you need better visibility of KPIs, or you simply want to showcase your team’s contribution to your organization’s success, Inova’s real-time performance management solutions can help. Our solutions let you see up-to-the-second sales data from your Salesforce CRM, or standalone sales database along with contact center performance metrics.

Help Desk Support: Call center help desk managers use Inova real-time performance management solutions to view, track and prioritize support cases from their incident-management systems like Remedy, ServiceNow and ServiceDesk, along with relevant performance metrics from their contact center systems.

Collections: Inova Solutions helps you achieve your collections goals by providing your representatives and supervisors with the right tools for tracking successes and monitoring inbound, outbound and automated dialer campaigns on consolidated dashboards and wallboards. 




ANGEL
 

Angel is a leading provider of IVR and call center solutions. Angel provides a flexible and cost-effective application to meet individual business and customer needs. The Angel platform is a fully hosted solution, with no investment in hardware, software, or human resources required. This helps organizations realize immediate and long term ROI as well as quickly and easily deploy voice applications that meets unique business needs.

Angel's innovative technology enables complete integration with databases or CRM tools, enhanced scalability and flexibility, and is the only provider to offer a web-based toolkit called Site Builder that facilitates voice menu design, caller data collection. Additionally, Site Builder is fully integrated with the Angel suite of call center and IVR applications and enables customer to easily build, manage, and update a complete IVR or call center solution online.

In addition, Angel has published a powerful set of APIs for developers. With these high-level APIs, developers can embed voice functionality into their enterprise applications. We currently offer transaction API, outbound API and call queue API.
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ANGEL KEY BENEFITS AND FEATURES

• Interactive prototyping
• Fastest deployment
• Flexibility and control
• Full integration
• Personalized, interactive communications
• Highly customizable
• Real-time reporting
• Variable greetings
• Call recording and analysis
• Support with PASS

Angel
1850 Towers Crescent Plaza
Vienna VA 22182

PH: 888.MyAngel (888-692-6435)
Contact: sales@angel.com
Web site: www.angel.com 








QueueMetrics - www.queuemetrics.com

LiveOps - www.liveops.com

Medallia - www.medallia.com

Tmetrics - www.tmetrics.com

Click Point Software - www.clickpointsoftware.com

Openspan - www.openspan.com

Contactual - www.contactual.com

Impact Learning - www.impactlearning.com

ICMI - www.icmi.com

Empirix - www.empirix.com

IQ Services - www.iq-services.com
 

 

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