• 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.

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  • 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?

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  • Quality Management & Customer Experience Design

    Posted on January 14, 2017 in Services

    How do you know the level of quality being delivered by your Contact Center(s)? For many organizations, the answer to this question lies with internal review; individual agent calls and scoring these calls against a pre-define checklist or scorecard. The checklist or scorecard generally includes contact elements that the organization believes are important to the […]

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  • Process Improvement & Management

    Posted on January 13, 2017 in Services

    There is always a better mousetrap, we just often need time to see and build it. Taylor Reach employs root cause analysis and lean approaches to ensure that the processes within and extending out from your call or contact center are optimized and function effectively, efficiently and logically. We can help you to redesign your processes to improve service quality..

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  • Forecasting, WFM & WFO

    Posted on January 12, 2017 in Services

    Here is no activity more critical for any call center than understanding the demand requirements for the center and the resource allocation to meet this demand. Taylor Reach has assisted small call centers and global contact centers to improve the accuracy, performance and adherence of their forecasts and schedules. We have the experience, knowledge

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  • Leadership Training

    Posted on January 11, 2017 in Services

    Training for Contact Center leaders: Team Leads, Supervisors and Managers are one of the most overlooked opportunities for most centers. Traditionally agents are promoted to team lead, handed more responsibilities and never receive training that allows them to be knowledgeable about the ‘whole’ Contact Center. This absence costs centers millions of dollars annually, as the […]

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  • eLearning

    Posted on January 11, 2017 in Services

    Your agents and employees are the single biggest asset you possess in delivering the desired Customer Experience, yet too often today this is a low paying, high turnover position. Too many call and contact centers have a ‘revolving door’ of agents. This high turnover is a constant drag on operational performance and customer satisfaction.

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  • Curriculum Development

    Posted on January 10, 2017 in Services

    Training is an essential activity in each call center or contact center. Traditional training involves a trainer at the front of the room reading PowerPoint slides to the trainees. This approach we call ‘Sage on the Stage’ has been proven to be an ineffective way to train adults. The quality of service and the customer […]

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  • Contact Center as a Strategic Asset

    Contact center as a ‘Strategic Asset’? – There is more to contact center processes than you think!

    Posted on January 10, 2017 in Call Center AssessmentCall Center ConsultingCall Center PerformanceThe Taylor Reach Group


    By Turaj Seyrafiaan Contact centers have been in operations for many years.  One of the key aspects (pillars) of contact center operation is ‘Process’.  Processes are the backbone of any contact center – every contact center has them. Some of these are directly related to how we handle customer contacts. Some are focused on back-office […]

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  • Interim Management

    Posted on January 09, 2017 in Services

    Running a call or contact center can be a challenge at the best of times. But this task can become significantly more difficult when there is a vacancy at the top of the call or contact center operation. Regardless of the cause of the vacancy: leave of absence, restructuring, center consolidation, or other organizational changes. The operational effectiveness and efficiency..

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