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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Calculating Service Level in Light of Customer Experience and IVRsBy: Peg Ayers and Turaj Seyrafiaan Definition of Service Level: The percentage of calls answered within a set threshold. Note: Service level applies to live contacts so the same definition can be used for other channels such as Chat or SMS. Other channels such as email, fax and even social media are measured based on […]
Taylor Reach Group Working with Major Veterinary Hospital on Telephony Sourcing ProjectToronto, ON – December 5, 2017 – The Taylor Reach Group, Inc. (TRG), a globally recognized consulting firm focused on optimizing clients’ Contact Centers and Customer Experience (CX), today announced they are working with one of the largest veterinary hospital organizations in the United States and Canada. Taylor Reach is working on a telephony […]
Customer Reach – December NewsletterNewsletter Contact centers, customer service and customer experience: news, views and how to’s Inside this issue: Quality Assurance – Avoiding Gray Areas Increasing Costs in the Contact Center Due to Increased Efficiency Disaster Preparedness, Recovery and Business Continuity Founder of Customer Services Audit and Creator of Snapshotz Online Makes Guess Appearance Do You Have an […]