After the cost of a labor, technology is the largest cost component of a call center budget. Call centers can be very technologically dependent: ACD/platforms and switches, call recording, WFM, IVR, predictive dialing, chat, email management, knowledge management to name but a few. But which technology is right for your center?
Choosing the correct elements to include in your center’s operations is one of the most important decisions that can be made. If we look closely, we will often see the whitepaper is sponsored by a technology company or discover that the consultant is actually part of the technology vendor ‘consultant program’ and receives compensation for customers who buy the technology solution.
What you need is a true vendor agnostic consulting firm, you need The Taylor Reach Group. We do not participate in technology vendor ‘consultant programs’ and we do not accept money from anyone, but our clients. Our process has proven success for many call center operators who secured superior technology at better pricing that met their criteria and was deployed within both budget and timetable.
We have assisted organizations to source:
- Telephony platforms (premise and cloud)
- IVR platforms and services
- Workforce Management
- Email Management
- Chat management (reactive, proactive and automated)