Customer Experience (CX) has significant impact on customer satisfaction, loyalty and retention. With more than half of all customer interactions occurring in the contact center, the customer experience delivered through contact centers has never been more critical to an organization’s success.

Customers were not always customers. At one point they were prospects and your products, services and marketing brought them to you. We can map that journey from prospect to customer, and we can improve the process, engagement and satisfaction. Customers are valuable assets. They are the reason we are in business so lets make their interactions as effective, frictionless and easy as we can.

Taylor Reach can ensure your Centers’ are optimizing the CX being delivered. We offer a number of CX auditing services, each with a different focus to ensure a positive, memorable, customer experience:

CX Snapshot

Analysis of live calls across your center addressing the 3 dimensions having greatest impact on CX and detailed report assessing the center from a customer perspective across 30 variables

CX Evaluation

Deep analysis of the customer journey as it engaged with the Contact Center against 12 key factors of successful CX

CX Health Check

Benchmark your Call Center(s)’ CX against 50 leading metrics and compare to best practice organizations. A detailed report will highlight areas performing well and areas for improvement