Taylor Reach has assessed thousands of contact centers around the globe. From centers with as few as 5 or 6 agents to global contact center organizations with tens of thousands of agent positions. We understand the thousands of "moving-parts" that impact on center operation and performance. Each activity, process, technology and workflow impacts on others within the center and understanding these sometimes subtle interactions is critical to getting the most value from your contact center organization.

Taylor Reach Can Help

We examine all facets of your contact center operation across the four pillars of People, Process, Technology and Methodology. The assessment identifies and disconnects the ‘thousand moving parts’ and map the connections. The Strategic Assessment process examines all elements in the contact center;

• People is the single largest cost in operating you center, we examine your people practices from the recruiting, hiring, on-boarding and training, career pathing and attrition, through the tools they employ and the types of contacts and channels they leverage. We examine your Workforce management processes, forecasting, scheduling and budgeting and we assess the quality management and performance management in place and identify additional or alternative approaches where appropriate
• Examining all processes that ‘touch’ the contact center, both the frontline and related back-office processes completed by the center. We examine the call and contact and workflows across all channels and identify opportunities to improve, streamline and/or automate.
• Technology we examine all contact center platforms, telephony (UCaaS, CCaaS, premise) and related technologies (IVR, IVA, CRM, bots, LMS, knowledge management, etc.) employed in the center(s) and assess if you are using your existing technology stack to the best of its capabilities, identify if other or different technologies can add value or save costs.
• Methodology, we look at the way the center(s) is managed, how reporting, KPIs and metrics are employed to make decisions and where analytics can enhance the center performance.

The assessment informs your contact center strategy to gauge alignment between the strategy, the current state of the center operation and whether it supports the desired future state.