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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Click-to-Call: Driving Great Calls in the Contact CenterBy: Bruce Lebowitz Many companies are reluctant to introduce click-to-call technologies (also known as click-to-agent, click-to-dial, click-to-contact, tap-to-talk etc.) for fear of driving increased costs and complexities to their Contact Center. Their fears included: Driving incremental contacts into their center Requiring new systems (and integrations) Staffing issues Training issues Companies should actively […]
Will AI Mean Less People and More Profit in the Contact Center?Will AI Mean Less People and More Profit in the Contact Center? By: Peter Elliot Mention Artificial Intelligence (AI) to most people and it conjures up visions of talking robots and Alexa – like appliances answering simple questions. Checking into a hotel can now be performed by a robot, and renting a car […]
SourcingSourcing Taylor Reach can support your sourcing needs, regardless of whether you are upgrading your captive center technology or infrastructure, if you have outsourced your center or if you are considering outsourcing as a business strategy. Captive Sourcing: Technology Acquisition: Contact centers are never finished, they are always evolving. New phone systems, CRM […]