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Services

Experience in any discipline or endeavor dramatically improves the likelihood of success. At Taylor Reach, we ensure that you, our client benefits from our experience. Each Taylor Reach consultant has 20+ years of ‘hands-on’ contact center operational management experience. We are not learning at your expense, we already have the hard won knowledge from hundreds of clients and thousands of contact centers.
We view contact centers as a universal shared service, much as finance or human resources are services shared across an organization. Contact centers are the hub of the Customer Experience and where more than 50% of all customer interactions take place. Taylor Reach consultants ensure that you have the best guidance possible to help you meet your call center or contact center goals and deliver the desired customer experience.

We have completed hundreds of call center, contact center, and customer experience programs and we have the expertise to assist you in the following service areas;

Customer Experience CX Snapshot

Customers were not always customers. At one point they were prospects and your products, services and marketing brought them into the fold. Customers are valuable assets. They are the reason we are in business. Do You know how your customers feel about your brand today? How customers feel about a brand is influenced by […]

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Call/Contact Center Strategic Assessment

Are you doing the right things, in the right ways? with the right Technology? The Strategic Assessment leverages People, Process, Technology and Methodology to tell you where you are today and designs a roadmap to your ‘Future State’

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Snapshotz™ Call Center and Contact Center Audit

Do you know how your center compares to ‘Best Practices’? The Snapshotz™Audit benchmarks your center against ‘Best Practices’ globally. Compare your center to thousands of other centers across 700+ data points

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Technology Acquisition

After the cost of 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.

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eLearning

Your agents and employees are the single biggest asset you possess in delivering the desired Customer Experience, yet too often today this is a low paying, high turnover position. Too many call and contact centers have a ‘revolving door’ of agents. This high turnover is a constant drag on operational performance and customer satisfaction.

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Site Selection

Many call centers today exist in locations, because that is simply where they were built. On the 3rd floor or across the campus, they are located where the organization had available space to house them. Increasingly however organizations are realizing that not all locations are created equal when it comes to operating a call center.

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Custom Research

We have conducted hundreds of research projects since our founding and have assisted organizations to gain insights into the minds of the industry, their prospects and their customers. Our empirical approach leverages the hundreds of years of call center operations experience within the firm and integrates this with innovative and process thinking to design.

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Interim Management

Running a call or contact center can be a challenge at the best of times. But this task can become significantly more difficult when there is a vacancy at the top of the call or contact center operation. Regardless of the cause of the vacancy: leave of absence, restructuring, center consolidation, or other organizational changes. The operational effectiveness and efficiency..

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Process Improvement & Management

There is always a better mousetrap, we just often need time to see and build it. Taylor Reach employs root cause analysis and lean approaches to ensure that the processes within and extending out from your call or contact center are optimized and function effectively, efficiently and logically. We can help you to redesign your processes to improve service quality..

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Sourcing – In- Out – Home or Near

Whether you are looking at outsourcing, offshoring, insourcing, nearshoring or homesourcing, The Taylor Reach group can help you. Not only have we completed numerous consulting projects in all of these areas, but we have built and operated outsource organizations on two continents. With our unique and hands on experience as both consultants and outsourcers ..

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Forecasting & Workforce Management

Here is no activity more critical for any call center than understanding the demand requirements for the center and the resource allocation to meet this demand. Taylor Reach has assisted small call centers and global contact centers to improve the accuracy, performance and adherence of their forecasts and schedules. We have the experience, knowledge

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Customer Quality Reporting

Contact centers deliver services to customers and prospects by telephone, email, and chat. It is essential that organizations have insight into the quality of those interactions. The internal perspective is often delivered through a quality listening team which reviews contacts and scores measuring based upon predetermined set of criteria.

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Quality Measurement / Monitoring Service (3PQM)

Major issues for many centers is time, or lack of time required to complete the ‘call monitoring’ consistently, objectively and regularly. While all supervisors acknowledge that monitoring is important they are usually so pressed for time that listening is a “if I can” activity. How often has your team failed to meet the minimum number of monitors in a month?

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Performance Management & Metrics

You can’t manage what you can’t or don’t measure. Developing and implementing a balanced set of metrics that are relevant and actually support business decision making is critical in any environment and this is also true of call centers. Should we be measuring FCR, NPS or CSAT and at what level and how? What about AHT and ASA is there a role for..

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