At Taylor Reach our expert consultants help Call and Contact Center operators and Customer Experience Managers 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 here is how do we do it. 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, are the ones who will work on your project.Learn More
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Colin Taylor recognized as top customer service influencerTaylor Reach CEO and Chief Chaos Officer, Colin Taylor, has been recognized as one of TechSee’s “22 Influential Leaders to Watch in 2022.” TechSee calls the list “an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.” As the article points out, Colin is “an author […]
Colin Taylor judging US CXA ’22Awards represent an encouragement. They show us what the “best” have done and they can inspire all of us to do better. I have participated as a judge, and senior judge for contact center and customer experience awards in Canada, Asia, the UK, and the US. At the first-ever US CXA®, more than 50 organizations […]
Understanding Your Contact Center Costs: TrainingBy Colin Taylor Sometimes it seems inevitable that every time a budget is approved with funds allocated for new, additional, or improved training, something occurs and the training is the first thing removed from the budget. We have heard this refrain many times over the years. From the perspective of senior management, Training looks like […]