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UK Launch – Taylor Reach

CT headshot 15-1By: Colin Taylor

Well it has been a busy month for Taylor Reach and for our Senior Consultant, Peter Elliot leading our UK team. Not only have we launched our Contact Centre, Call Centre and Customer Experience consulting services, but Peter is also relocating and changing his home address. Should you wish to reach Peter his email is pelliot@thetaylorreachgroup.com

Both Peter and I participated in the recent UK CX Awards held at the Park Plaza hotel, Westminster, where he and I both chaired judging panels. Peter judged the ‘New Product, Product Improvement Making the Most of New’ Technology category and I, Business Transformation. There we some brilliant entries and the judging was close, with little to differentiate between the finalists.

In the category of Business Transformation, the winner was Royal London, with Pelican Business Services receiving the Silver award.

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Figure 1: Royal London winners with Don Hale- Business Transformation

In the New Product/Product Improvement – Loving The Customer category, which Peter judged the winner was Close Brothers Retail Finance, with Barclays – Continuous Improvement Debit Card Disputes receiving the runner up award.

Figure 2: Close Bros with Peter Elliot- New Product/Product Improvement – Loving The Customer

Figure 2: Close Bros with Peter Elliot- New Product/Product Improvement – Loving The CustomerIn addition Peter also presented a number of awards, including; New Product/Product Improvement – (Making The Most Of Technology), OmniChannelCX

In addition Peter also presented a number of awards, including; New Product/Product Improvement – (Making The Most Of Technology), OmniChannelCX

 

 

In the category of New Product/Product Improvement (Making the Most of Technology) the winner was My Home Move, with InMoment receiving the silver award.

Figure 3My Home Move and Peter Elliot- New Product/Product Improvement – (Making The Most Of Technology)

Figure 3: My Home Move and Peter Elliot- New Product/Product Improvement – (Making The Most Of Technology)

The OmnichannelCX category was won by FM Outsource, with the silver award going to Virgin Trains in partnership with Opinsta.

Figure 4: FM Outsource and Peter Elliot- OmnichannelCX

Figure 4: FM Outsource and Peter Elliot- OmnichannelCX

 

All in all it was a great and enjoyable event. It was my first time at the awards, Peter was a veteran having attended and judged previously. I have judge contact centre and customer experience awards on three continents and was quite impressed with the process and quality of the submissions. For anyone who is considering participation I would encourage you to do so and can attest to the level of rigor present in the judging process. For more information on the awards or to see the full list of winners, visit the UK CX Awards website.

Concurrent to the UK launch of Taylor Reach, we have also introduced a free 1 hour consultation available to anyone who has questions regarding their contact centre or wants our perspective on the industry or any aspect of contact centres or CX. You can take advantage of this opportunity by visiting our website and completing a request form  here.

September on this side of the pond has been a busy for Taylor Reach as we worked on a number of projects: we completed the design and implementation of a new quality program for a major power utility, continued to redevelop agent training for one of the most respected names in media, completed an contact centre assessment for a start-up in the cosmetics industry, and helped a major non-profit with the selection of a new contact centre telephony platform.

For more information on the consulting services offered by Taylor Reach, please visit our website or click on your area of interest below;

Contact Centre Assessment

Contact Centre Audit

Contact Centre Benchmarking

Technology Assessment

Outsource Suitability

Site Selection

Training Design and Development

Starting a New Contact Centre

Quality and CX Design and Implementation

Interim Management

CX Health Check

If you would like to stay informed on industry trends, news and updates from Taylor Reach, please subscribe to our Customer Reach Newsletter here

Remember Taylor Reach is vendor agnostic and does not ‘partner’ with any vendor and does not receive compensation from anyone but our clients, so you know we are truly independent.