Press Release: Stock transfer firm selects Contact Center Consultancy to develop roadmap to improve customer experience


TRG PR 2019 005

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 review all elements of the contact center. We uncouple the ‘thousand moving parts’ of the Contact Center and identify every element that contributes to the effectiveness, and efficiency of the contact center operation.” said CEO and Chief Chaos Officer of TRG, Colin Taylor.

Leveraging a proprietary People, Process, Technology and Methodology approach, the Strategic Assessment compares current contact center practices to best practices, identifies strength and opportunities, then road-maps the Contact Center organization to a future state of success.

“Contact Centers operate with a complex set of interrelated processes and activities, connected in sometimes subtle but critical ways.” said Taylor. “While Contact Centers across many industries share many of the same tools, processes and functions, each center and customer service operation is unique. That’s why we don’t use a cookie cutter approach at Taylor Reach, but rather, tailored solutions specific to our clients’ needs.”

The Strategic Assessment begins with auditing the Contact Center against 3,500+ other Contact Centers including comparison to the world’s largest best-practice dataset. With this benchmarking, our deep financial service experience is then combined with on-site analysis and stakeholder interviews to ensure a thorough understanding of the operation in order to establish a prescriptive approach for change improvements within the center.

About The Taylor Reach Group, Inc.,

Taylor Reach Group is a globally recognized Contact Center and Customer Experience consulting firm specializing in sourcing strategies, customer experience, customer service/support, and Contact Center assessments. Established in 2003, the consultancy aligns proprietary approaches specific to clients’ organizational goals and objectives. TRG’s vendor agnostic team has a deep understanding of all aspects of Contact Center operations, as each consultant possessed a minimum of 20 years of hands-on Call Center operational management experience. Our clients value our approach and results as reflected in our +92 NPS score. To learn more, visit

Media contact: For more information contact Steve Baric via phone: 1-866-334-3730 Ext 112 or email: [email protected]

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