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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Operational Indicators – Average Handle Time (AHT)By: Turaj Seyrafiaan Have you ever wondered what is behind any of the Contact Center operational indicators? Why do we measure what we measure and what do they mean? In this article, we tackle one of the most important indicators; Average Handle Time (AHT) AHT is defined as the total amount of time (on average) […]
Operational Indicators – Sevice Levels, ASA & Occupancy RateBy: Turaj Seyrafiaan In the last Indicators post, we discussed one of the most important operational indicators: Average Handle Time or AHT. In this issue, we continue with other operational indicators dealing with the efficiency of the center, i.e. “Service Level”, “Average Speed of Answer (ASA)” and “Occupancy Rate”. Although each indicator provides different information, […]
Medical Marijuana Company Appoints Contact Center Consultancy to Develop Agent Training ProgramCustomer Experience and Contact Center consulting firm, The Taylor Reach Group, Inc., is designing an Agent On-Boarding Training Curriculum. TORONTO (PRWEB)March 13, 2018 The Taylor Reach Group, Inc., a globally acknowledged and leading Contact Center and Customer Engagement consulting agency, announced today that they have secured a Contact Center Agent Training Re-Design agreement with […]