Quality Management and Customer Experience (CX) Design

Available from The Taylor Reach Group Inc.

Product Details

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 the customer, your customer journey maps and desired customer experience
⦁ Processes to assess non voice channels
⦁ Develop outreach approach to incorporate direct customer feedback into the quality process

Taylor Reach assists in Quality Management and Customer Experience Design by utilizing a two phase process:
1) Mapping and assessing your current quality program for alignment with business objectives and best practices
2) Quality Program Redesign

Data collection for voice, non-voice,email, chat, and SMS channels
- Structured and unstructured data mining
- Quality road-map
- Compliance management scorecard
- Customer feedback process incorporating CSAT/NPS surveys, dashboards and scorecards
- Non-structured data sentiment analysis scorecard
- Overall agent scorecard, team, queue and center scorecard
- Corrective actions
- Continuous improvement process

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