Customer Experience (CX) Evaluation

Available from The Taylor Reach Group Inc.

Product Details

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 unique value that together provides a quantifiable score accurately identifying the customer’s likeliness to churn, recommend services to friends/family, and overall delight in the experience received. Evaluations are performed by individuals trained in the neuroscience fields of consumer behavior allowing the measure of subjective viewpoints to be analyzed and compare from an academic understanding of unconscious cognition and emotionally driven factors.


The 12 key factors we’ve identified for a successful experience:

- Attentiveness
- Effortless
- Friendliness
- Trustworthy
- Knowledgeable
- Promptness
- Accountability
- Delightfulness
- Resolved
- Anticipative
- Articulate
- Secure

CX Evaluation – Value/Benefits

- Insight for entire organization
- Proven results effecting marketing efforts
- Quality assurance
- Training improvements
- Employee engagement
- Churn reduction
- Brand loyalty

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