CX and Contact Center Consultancy Assisting Major Retailer in Implementation of a New Service Model


The Taylor Reach Group, Inc., will be assisting one of Canada’s largest home improvement retailers in shifting from a Distribution business model to a Retailer Contact Center model to meet increasing consumer demands.

TORONTO (PRWEB) May 23, 2018

The Taylor Reach Group, Inc, (TRG), a globally recognized Contact Center and Customer Experience (CX) consulting organization, today announced that they are working with one of the country’s, largest retailers, to establish a new service model within the retailer’s Contact Center.

Taylor Reach will assist the retailer in analyzing the current operating model and assist the client in designing and implementing a center to support their Direct to Consumer channel in order to move from their traditional Retailer business model. This transition will allow for a smooth and successful implementation of a “ship-to-home” strategy, serving the needs of the online ordering and direct-to-home customers. The customer service and relations operation expansion will support the expected increase in demand for e-commerce.

“In delivering great customer service, it is essential to first have a great service delivery strategy. At Taylor Reach we have an in-depth, comprehensive understanding of the Contact Center arena, backed by decades of experience establishing, developing and operating cost-effective Contact Center model strategies,” said Colin Taylor, CEO and Chief Chaos Officer of TRG.

TRG will aid the retailer in the design; modeling and implementing tools, technologies, techniques, and best-practices to ensure that the launch of the new strategy and model is a success. The retailer’s service standards will be expanded to store-level operations, ensuring consistent CX when contacting head office and individual retail locations.
Taylor stated, “We know that it is essential for Contact Centers to optimize, their people, process, and methodologies before applying technology. Technology is a tool that amplifies existing processes. Good technology will not correct a dysfunctional process, it will only improve the ease and consistency in executing the dysfunctional process.” He expanded, “We’re looking forward to working with our client to ensure the interconnected processes, procedures and technologies are functioning harmoniously at a high-level to reach organizational and customer needs.”

On-site analysis, stakeholder interviews, and review of the retailer’s Contact Center related reporting, processes, procedures, staffing forecasts, systems employed, process maps, and workflows, will allow TRG to understand current operations in order to confirm the future state vision. The consultancy will conduct workflow mapping including customer documentation and CX expectations, customer on-boarding, hiring and recruiting, basic training, volume and staff forecasting and scheduling. Additionally, TRG document processes, procedures, and call flows while establishing technologies and KPIs to be employed.

About Taylor Reach Group, Inc.,

Established in 2003, Taylor Reach Group is an internationally acknowledged and leading CX and Contact Center consulting firm. Having assisted hundreds of organizations, of all sizes, across all verticals, TRG ensures their clients’  Contact Center(s) achieve their Contact Center,  Customer Experience, and operational objectives . The firm specializes in sourcing strategies, customer experience, customer service/support, Contact Center Assessments and service models. For more information, visit

Media Contact: For more information contact Sarah Hill – Stapley at 1-866-334-3730 ext. 112 or email at [email protected]

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