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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Root Cause Analysis in the Contact CenterBy: Colin Taylor It always amazes me how Contact Center managers, their direct supports, and their superiors often fail to use one of the best tools at their disposal, Root Cause Analysis. Of course, if you are always fighting fires it is difficult to find the time and/or resources to research what is causing the […]
Expert Opinion: How to Ensure a Higher Customer Satisfaction LevelOriginal post via ProProfs, expert opinion summary by Colin Taylor With Customer Experience being a crucial factor in business operations, comes the importance of ensuring high customer satisfaction (CSAT) levels. A high CSAT is a indicator of customer loyalty and repurchase intentions. This differentiator will reduce customer churn. Retaining brand advocates results in […]
CX and Contact Center Consultancy to Audit Market Research Firm’s Call Center NetworkThe Taylor Reach Group, Inc., retained to complete a Contact Center Audit for one of the world’s leading digital data collection companies. TORONTO (PRWEB) April 4, 2018 Today, CX and Contact Center consultancy, The Taylor Reach Group, Inc. (TRG), announced they are administering a Contact Center Audit for one of the world’s leading digital data […]