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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Contact Center Customer Service Consultancy Adds Industry Veteran to the FirmBy: Sarah Hill – Stapley The Taylor Reach Group’s (TRG) CEO and Chief Chaos Officer, Mr. Colin Taylor, announced today the addition of Peg Ayers to the Contact Center, Call Center and Customer Experience consulting firm. “Peg Ayers brings substantial Contact Center and Customer Service experience to Taylor Reach”, said Taylor. “Leading large Customer Service […]
How the Pros Turn Loyal Customers into Brand AdvocatesRecently Martech Exec published an article on how to turn loyal customers into brand advocates, based on an expert roundup. The company reached out to 30 experts for their knowledge and insights of which I had the pleasure of being included. Here’s what I had to say: “So how do we transform loyal customers to […]
Avoiding Bot Biases in Customer ExperienceBy: JD Fairweather How pervasive is the impending impact of artificial intelligence (AI) on the customer experience (CX)? Well, to join a discussion on the topic, I’d be willing to traverse a room full of telemarketers pitching the latest timeshare deals in Orlando. And it would be worth it, as there are just so many […]