The Taylor Reach Group is pleased to make available a number of research reports and whitepapers to assist call center organizations to improve the quality and customer experience for those they serve. The reports and white papers below reflect a small percentage of the reports we have developed. If you are looking for something in particular which you don’t see on this list, please drop us a note and we will see if we have any information that can assist you.
Special Report: Staff Retention,
The Key to Improving your Customer & Employee Engagement
Staffing represents approximately two thirds of the operating budget for an average call center. Reducing attrition and staff turnover is essential for any call center striving to deliver a superior customer experience.
Prepared by: The Taylor Reach group, Inc. – 2010
Register to receive a copy of our “How to Improve Staff Retention in Your Call Center” e Book
Special Report: Toward a Multi-Channel Contact Centre – Voice, Email and Chat: Emerging Contact Centre Technologies
Prepared by: The Taylor Reach Group, Inc. – August 2009
Call center are increasing broadening their reach and service offerings to include more than just voice communications: email, chat, SMS and self service are all emerging channels for service and support and the call center is often the hub for these new channels.
Register to receive a copy of our “Toward a Multi-Channel Contact Centre – Email and Chat: Emerging Contact Centre Technologies” Report
Special Report: Of Cents and Sensibility – Self Service in Call Centers and Customer Service
Prepared By: The Taylor Reach Group, Inc. – 2011
Increasingly organization are moving towards self service as a tool to reduce costs while still delivering services to customer. But is this shift away from personal dealings and interactions also eroding the basis of Customer Loyalty? Find Best Practices and implementation guides for IVR, Web Self Service, eBilling and much, much more.
Register to receive the report here.
Special Report: Customer Experience & the Call Center
Prepared by: The Taylor Reach Group, Inc. 2010
The customer Experience is the ‘holy grail’ for marketers and customer centric organizations everywhere. But how is a call center, disconnected from the strategy able to align their services and offerings with the corporate and desired Customer Experience? Understand what the ‘Moments of Truth’ say about your brand and experience. Define your own Brand attributes and much, much more.
Register here to receive the report.
Special Report: Closing the Revolving Door, Rewards, Recognition and Retention in the 21st Century Call Center – 2011
For more twenty years call centers have struggled with building an environment that is conducive to attracting and retaining the best staff, yet high turnover plagues the industry still. In this special report Taylor Reach examines this issue with a focus on: creating the environment, developing a career path and strategies to implement rewards and recognition programs that have been proven to work.
Register to receive a copy of this Report
Special Report: Financial Services Call Center Best Practice Metrics – Dec. 2011
The shift from Qualitative metrics to qualitative measures has been the topic of hundreds of articles posts. But what are call centers actually doing? How much progress has there been in this transition? What are financial service call centers tracking, surfacing on their dashboard and including in their scorecards? This report provides insight into this topic as well as the progress towards customer centricity and whether having a Chief Customer Officer or Customer Experience Officer actually improves customer focus.