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Services

  • Sourcing

    Posted on May 12, 2017 in Services

    Sourcing Taylor Reach Group can support your sourcing needs, regardless of whether you are upgrading your captive center technology or infrastructure, if you have outsourced your center or if you are considering outsourcing as a business strategy.       Outsourcing:   Outsourcing – Preparedness and Suitability: With more than half of all outsourcing initiatives […]

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  • Assessment

    Posted on January 30, 2017 in Services

    Assessment Taylor Reach has a range of assessments to ensure your Contact Center(s) operate at optimal levels: 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 […]

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  • 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.

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  • 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.

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  • 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, emails volumes surging and going unanswered? Whatever the cause most organizations will one day determine that they need a call center or contact center. […]

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  • 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..

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  • 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

    Quality Managemet and Customer Experience Design 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 […]

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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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