Financial Services

Posted on October 28, 2019 in Call Center Consulting • Contact Center • Contact center consulting • Customer Experience • Financial Services

Tags: #callcenter• #cctr• #contactcenter• #contactcentre• #custserv• Call Center Consulting• Customer Experience• Taylor Reach Group

  Today, CX and Contact Center consultancy, The Taylor Reach Group, Inc. (TRG), announced they are administering a Strategic Assessment for a leading stock transfer organization. The consultancy will conduct an essential health check of the firm’s customer experiences and Contact Center operations. “We use a hands-on, holistic approach to assess the interaction experience and […]

Posted on February 15, 2019 in Call Center Consulting • Call centre consulting • Contact Center • Contact center consulting • Financial Services • Site Selection

  Leading contact center and customer experience consultancy, The Taylor Reach Group, Inc., has announced that it has been contracted to perform site selection services for a new contact center for a world-leading financial management firm. The client, serving millions of customers internationally with services ranging from personal and business insurance to asset management is […]

Posted on December 07, 2012 in Call Center Assessment • Contact Centre Ops • Customer Experience • Customer Experience • Customer Experience Management • Customer Satisfaction • Financial Services • Net Promoter • Quality • Research • Strategy • The Taylor Reach Group

Tags: #cctr• #custserv• #Cx• CEM• Contact Center Strategy• Research

Failure to Forge an Emotional Connection Restricts Financial Services Sales Potential Toronto – ON (PRWEB) December 06, 2012 The Taylor Reach Group, Inc. (Taylor Reach) and Contextual Strategy Group, LLC (CSG) announced today the release of a CX Snapshot℠ report on Financial Services call centers. Taylor Reach and CSG completed calls employing an ‘acquisition scenario’ […]

Posted on October 29, 2010 in Call Center Consulting • Call centre consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Education • Financial Services • Planning • Purchasing Decisions

Tags: AHT• ASA• Call Center Consulting• Contact Center Consulting• Contact Center Management• Costs• Operational Management• service level

Operational Indicators: Financial MetricsCost per Call / Cost perMinute Operating & Capital Expenditure / FTE – In the last three posts we discussed various operating indicators. Those indicators were measuring and representing the efficiency of the operation. In this post, we step beyond the pure operation point of view and will look at some of […]

Posted on August 04, 2010 in Call Center Consulting • Financial Services • The Taylor Reach Group • TRG

Tags: Bill Polston• Call Center Consulting• Colin Taylor• Customer Service Consulting• Strategy• Taylor Reach Group

Toronto- Mr. Colin Taylor, The Chairman and CEO of The Taylor Reach Group, Inc. today announced that Bill Polston has joined the call center consulting and customer service consulting firm effective immediately. Bill began his call center career with American Express, before moving to Nationwide where he rose to Vice President, Operations and ultimately to […]