Products by The Taylor Reach Group Inc.

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  • Curriculum Development - Agent Training

    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
  • Custom Research

    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
  • E Learning - Agent Training

    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
  • Forecasting, WFM and WFO

    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
  • Interim Management

    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
  • Outsourcing Preparedness and Suitability

    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
  • Process Improvement and Management

    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
  • Site Selection

    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
  • Snapshotz™

    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
  • Sourcing: In-Out/Home or Near

    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
  • Starting a Call Center or Contact Center

    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

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