Products by The Taylor Reach Group Inc.

The Strategic Assessment is an essential ‘health check’ for your Contact Center. At Taylor Reach, we take a hands-on, “holistic” approach when our clients seek our assistance, examining all of the relevant aspects and elements of the Contact/Call Center related to our engagement. We uncouple the... Read more »

Snapshotz™ Audit takes an indicative approach as it is a self-directed assessment of the Call Center/ Contact Center. Snapshotz™ Online is the world's first and only SaaS-based call center audit tool. Snapshotz™ assesses your call center or contact center across 8 categories, 29 sub-categories,... Read more »

Taylor Reach will optimize your centers’ CX through observing, quantifying and benchmarking the customer journey as it engages with the Contact Center. We will use 12 key factors to determine the effects of Contact Center interactions from the customers’ point of view. Each factor is assigned a... Read more »

CX Health Check More than half of customer interactions occur in the contact center, yet most organizations don't have any real insight into this critical activity. Customer experience has a significant impact on satisfaction, loyalty and retention. Thus, customer experience delivered through... Read more »

Customers are valuable assets. They are the reason we are in business. The ultimate goal is to present value in the propositions (good or services) you are offering that correlates directly to their beliefs and principles. Therefore, the best tool you can utilize in building stronger foundations... Read more »

Statistic:80% of Customer Service outsourcing projects designed to cut costs, will fail. The Call Center and Contact Center outsourcing industry is rapidly changing. With the continuous evolution of technology and locations, it can be difficult to keep up with the transformations. That’s... Read more »

Whether you are looking at outsourcing, offshoring, insourcing, nearshoring or homesourcing, The Taylor Reach group can help you. Not only have we completed numerous consulting projects in all of these areas, but we have built and operated outsource organizations on two continents. With our... Read more »

After the cost of a labor, technology is the largest cost component of a call center budget. Call centers can be very technologically dependent: ACD/platforms and switches, call recording, WFM, IVR, predictive dialing, chat, email management, knowledge management to name but a few. But which... Read more »

Running a call or contact center can be a challenge at the best of times. But this task can become significantly more difficult when there is a vacancy at the top of the call or contact center operation. Regardless of the cause of the vacancy: leave of absence, restructuring, center... Read more »

Training is an essential activity in each call center or contact center. Traditional training involves a trainer at the front of the room reading PowerPoint slides to the trainees. This approach we call ‘Sage on the Stage’ has been proven to be an ineffective way to train adults. The quality of... Read more »

Your agents and employees are the single biggest asset you possess in delivering the desired Customer Experience, yet too often, this is a low paying, high turnover position. Too many call and contact centers have a ‘revolving door’ of agents. This high turnover is a constant drag on operational... Read more »

There is no activity more critical, for any Call Center/ Contact Center, than understanding the demand requirements for the center and the resource allocation to meet this demand. Taylor Reach has assisted small Call Centers and global Contact Centers to improve the accuracy, performance and... Read more »

Often, a new perspective can identify areas of improvement that are overlooked due to monotonous consistent experiences, and the distraction of daily operations. Taylor Reach has the tools necessary to quickly assess and provide solutions to gain true operational insights. Are you committed to... Read more »

We have helped many organizations to reimagine, redesign and redevelop their quality program to ensure a positive alignment with both customer satisfaction and NPS. We work with our clients to identify: ⦁ Activities or processes required for a contact to be aligned to the business objectives of... Read more »

While all supervisors acknowledge that monitoring is important, they are usually so pressed for time that listening is a “if I can” activity. How often has your team failed to meet the minimum number of monitors in a month? Even with calls being monitored and evaluated, there is often bias in... Read more »

Contact centers deliver services to customers and prospects by telephone, email, and chat. It is essential that organizations have insight into the quality of those interactions. The internal perspective is often delivered through a quality listening team which reviews contacts and scores... Read more »

You can’t manage what you can’t or don’t measure. Developing and implementing a balanced set of metrics that are relevant and actually support business decision making is critical in any environment and this is also true of call centers. Should we be measuring FCR, NPS or CSAT and at what level... Read more »

The question is how can you most effectively and efficiently implement a contact center or call center in your organization? Taylor Reach Can Help: There are more than 800 discrete tasks associated with building a call or contact center. We have assisted thousands of organizations to design,... Read more »

We have conducted hundreds of research projects since our founding and have assisted organizations to gain insights into the minds of the industry, their prospects and their customers. Our empirical approach leverages the hundreds of years of call center operations experience within the firm and... Read more »

Many call or contact centers today exist in locations, because that is simply where they were built. On the 3rd floor or across the campus, they are located where the organization had available space to house them. Increasingly however organizations are realizing that not all locations are... Read more »