White Papers by The Taylor Reach Group Inc.

  • IMPROVING CX ON A BUDGET

    Customers are the best source for understanding the Customer Experience, and there are a number of sophisticated methods for gathering their feedback. Some companies have large departments dedicated to Customer Experience and analysis of customer opinion. But what if you’re a Customer...
  • TRUSTING THOSE YOU TRUST WITH YOUR MOST VALUABLE ASSET

    The agents on the frontline want to help customers. They want to resolve issues, and to deliver the desired customer experience and the brand promise. Doing these things results in happier customers and happier agents (as they were dealing with happy customers). Not providing the tools to enable...
  • Keeping Workers Safe and Productive (When the Contact Center Can’t Close)

    If you asked any contact center manager two months ago about their business continuity plan, they’d likely opine on their facility’s readiness to address just about any emergency scenario. These same managers have seen their expertise and resolve put to the test in recent weeks due to COVID-19....
  • PANDEMIC PREPARATION CAN BE CONTAGIOUS

    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...
  • Financial Call Center Best Practice

    Best practice metrics can make a call or contact center more effective, efficient and improve customer satisfaction. Some centers have already found this ‘quicksilver’, often through trial and error. The Taylor Reach Group completed this research project to assess the best practice call center...
  • INCENTIVES AND YOUR CUSTOMER EXPERIENCE

    “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...
  • SELF-SERVICE IN THE AGE OF AI

    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...
  • OPERATIONAL INDICATORS – AVERAGE HANDLE TIME (AHT)

    Have you ever wondered what is behind any of the Contact Center operational indicators? Why do we measure what we measure and what do they mean? In this article, we tackle one of the most important indicators; Average Handle Time (AHT) AHT is defined as the total amount of time (on average)...
  • Closing the Revolving Door

    Staff and Agent retention was a ‘hot’ button topic in the call center industry 20 years ago and still is one now. So how is it that the same issue that ‘dogged’ call centers two decades ago is still a ‘front burner’ issue today? In this article we will look at what you can do, today, in your...
  • Towards a Multi Channel Contact Center

    In this report we examine the origins and evolution of these two communication channels, their use and deployment today and in the future. For each of the channels we breakdown the benefits and shortcomings associated with each and provide high level budgetary guidance. The goal of this report...