At Taylor Reach our call/contact center and customer experience consultants help call and contact center operators improve their operations. We help improve service quality, efficiency, Customer Satisfaction, Loyalty and repurchase. We improve productivity, employee engagement, organizational alignment, processes, procedures and service level performance. That’s a long list of improvements, but how do we do it, you may ask? First We listen to you. We really get to know your business and your unique challenges and obstacles. We do not believe in a cookie cutter approach where one size is supposed to fit all. We do not sell the ‘pyramid’ the senior call center consultants you meet with are the ones who will work on your project.Learn More
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3 Key Factors for Successful Quality AssuranceBy: Peg Ayers & Turaj Seryafiaan Quality Assurance (QA) is a metric with nearly as many variations as there are companies in the world. Every company has an idea of what they want quality to look like, and each creates a system they believe will bring them to that standard of quality. It’s […]
Graffiti Feedback: Engaging your Employees by ListeningBy: Peg Ayers Peg’s Page You know how time moves faster when holidays are coming up, and you have a huge to-do list? It was that time for me about 15 years ago when I realized I hadn’t figured out the holiday parade theme for my Contact Center. In our small city in the hills […]
Major Retailer Appoints Taylor Reach Group to Design Contact Center Operating ModelCX and Contact Center Consulting firm working with major retailer to establish the most cost-effective, customer experience focused operational model for the Contact Center. TORONTO (PRWEB) January 16, 2018 The Taylor Reach Group, Inc. a globally recognized CX and Contact Center consulting firm, announced today that they are working with a major North American […]