Customer Experience Offerings
The Call Center or Contact Center is likely the single largest point of contact between your firm and your customers.
One of the key success factors for a Call Center/ Contact Center, is the customer experience (CX) being delivered. CX has significant impact on customer satisfaction, loyalty and retention and with more than half of all customer interactions occurring in the contact center, the customer experience delivered through call centers has never been more critical to an organizations success, as it is today! How customers perceive your brand, is influenced by their interactions with the company.
Customers were not always customers. At one point they were prospects and your products, services and marketing brought them into the fold. Customers are valuable assets. They are the reason we are in business.
Taylor Reach can ensure your Call Centers' are optimizing the CX being delivered; We offer a number of services, each with a different focus to ensure a positive, memorable, customer experience:
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
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