Major sports league selects Taylor Reach to assess its contact center organization

A major professional sports league with teams and venues in virtually every city in North America has selected The Taylor Reach Group to assess its contact center operations.

Award-winning global contact center consultants and customer experience experts, The Taylor Reach Group, Inc. (TRG) have been enlisted to help the organization assess its customer experience operations. Calls and contacts are primarily focused on customer service, events, ticket sales, and official merchandise sales.

“This is a major athletic brand, with literally millions of fans across two countries,” says Colin Taylor, TRG’s CEO and Chief Chaos Officer. “It’s virtually an industry unto itself, and that means a lot of channels, contacts and communications dealing with different aspects within the business. Having an effective customer-facing contact center operation is vital to the success of the customer experience.”

Taylor Reach will assess the contact center operation focusing on the areas of People, Process, Technology and Methodology. “We employ a holistic approach to contact center assessment,” says Taylor. The outcome of such an assessment is then measured against data from the best-performing contact centers in the world, to determine if there are gaps between current and best practices, and what steps can be made to close those gaps.

With these metrics, Taylor explains, TRG will be able to address concerns, pain points and bottlenecks in the customer interaction process that, once solved, can greatly improve that experience and save the organization time and money in resolving customer issues.


About The Taylor Reach Group, Inc.

A global Contact Center, Call Center, and Customer Experience consulting firm. Established in 2003, Taylor Reach is dedicated to assisting clients to solve customer experience, contact center, and customer service challenges. Service include Strategic Assessments, Training Development, Revenue Generation and anything related to optimizing the Contact Center.  Taylor Reach serves client organizations across all verticals with anywhere from 5 to 25,000+ agents: SMB’s, Fortune 500 and Global 1000 firms.


Media Contact: For more information on The Taylor Reach Group, Inc. visit or phone Steve Baric at 1-866-334-3730 ext. 112