Products by The Taylor Reach Group Inc.
  • Call/Contact Center Strategic Assessment

    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™

    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
  • Customer Experience (CX) Evaluation

    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
White Papers by The Taylor Reach Group Inc.
  • PANDEMIC PREPARATION CAN BE CONTAGIOUS By

    We certainly are living in interesting times. This is unquestionably the best time to ever have lived as a human being; not so good for other species perhaps. Yet we are regularly faced with new issues and challenges that can impact both our personal and business lives. The current challenge is... Read more
  • INCENTIVES AND YOUR CUSTOMER EXPERIENCE By

    “Make your employees happy and they will make your customers happy.” This simple maxim has been echoed by business leaders from Richard Branson to Herb Kelleher, and it is true. The challenge lies in how you make you employees or in the case of a contact center, your agents happy. It is your... Read more
  • SELF-SERVICE IN THE AGE OF AI By

    Self-service has been employed for more than 30 years to allow customers to serve themselves. This has been a mixed blessing, while many of us value the time savings versus waiting endlessly in a queue for the answer to a simple question and to gain a single piece of information, we all have... Read more