• Customer Reah - February Newsletter

    Customer Reach – February Newsletter

    Posted on February 03, 2017 in Uncategorized

    Newsletter Contact centers, customer service and customer experience: news, views and how to’s Inside this issue: Contact Center as a Strategic Asset Top 5 Contact Center Trends for 2017 Aldo Uses Salesforce to Drive Customer Delight  Partner Referral Program Launched Top 15 NPS & Customer Service Thought Leaders Stop using Voicemail in Your Contact Center […]

    Read more
  • Assessment

    Posted on January 30, 2017 in Services

    1) Professional in-person assessments – Strategic Assessment The Strategic Assessment offers a prescriptive approach: Taylor Reach’s expert consultants will conduct on-site analysis coupled with Snapshotz™ as a means of establishing areas for improvement within the center. With this approach, we conduct an in-depth diagnostic. Once your business goals have been established, we use this information in […]

    Read more
  • Great Call Center OR Great Call

    Great Call Center OR Great Call?

    Posted on January 24, 2017 in Agent ExperienceCall Center ConsultingCall Center ManagementCall Center PerformanceContact CenterCustomer ExperienceEmployee ExperienceHiring a call center consultantPeople management


    By: Bruce Lebowitz Executives often judge a contact center by traditional metrics.  These might include low abandonment rates, an extremely quick speed to answer and meeting handling time goals.  When proud of a contact center, executives often point to its technology too.  The fact that the contact center never goes down, has instant screen pops […]

    Read more
  • Taylor Reach Group Inc Launch Partner Referral Program

    The Taylor Reach Group, Inc. Launches Partner Referral Program

    Posted on January 23, 2017 in Call Center ConsultingContact center consultingCustomer SatisfactionThe Taylor Reach GroupTRG


    Taylor Reach thanks partners by announcing their Referral Program The Taylor Reach Group, Inc. (Taylor Reach), the leader contact center and customer experience consulting services, today announced the creation of an enhanced incentive program for its partner community. The Taylor Reach Referral Program allows partners to provide consulting referrals, receive upfront compensation and share in […]

    Source: Read more
  • Site Selection

    Posted on January 20, 2017 in Services

    Many call centers today exist in locations, because that is simply where they were built. On the 3rd floor or across the campus, they are located where the organization had available space to house them. Increasingly however organizations are realizing that not all locations are created equal when it comes to operating a call center.

    Read more
  • Custom Research

    Posted on January 19, 2017 in Services

    We have conducted hundreds of research projects since our founding and have assisted organizations to gain insights into the minds of the industry, their prospects and their customers. Our empirical approach leverages the hundreds of years of call center operations experience within the firm and integrates this with innovative and process thinking to design.

    Read more
  • Starting a Call or Contact Center

    Posted on January 18, 2017 in Services

    Starting a Call or Contact Center Is organic growth, a new product, service or acquisition resulting in calls swamping the switchboard, customers tracking down the administrative offices to trace an order, email volumes surging and going unanswered? Whatever the cause most organizations will one day determine that they need a Call Center or Contact Center. […]

    Read more
  • Performance Management & Metrics

    Posted on January 17, 2017 in Services

    You can’t manage what you can’t or don’t measure. Developing and implementing a balanced set of metrics that are relevant and actually support business decision making is critical in any environment and this is also true of call centers. Should we be measuring FCR, NPS or CSAT and at what level and how? What about AHT and ASA is there a role for..

    Read more
  • Customer Quality Reporting

    Posted on January 16, 2017 in Services

    Contact centers deliver services to customers and prospects by telephone, email, and chat. It is essential that organizations have insight into the quality of those interactions. The internal perspective is often delivered through a quality listening team which reviews contacts and scores measuring based upon predetermined set of criteria.

    Read more
  • Quality Measurement / Monitoring Service (3PQM)

    Posted on January 15, 2017 in Services

    Major issues for many centers is time, or lack of time required to complete the ‘call monitoring’ consistently, objectively and regularly. While all supervisors acknowledge that monitoring is important they are usually so pressed for time that listening is a “if I can” activity. How often has your team failed to meet the minimum number of monitors in a month?

    Read more