News : Home Improvement Services Company Selects Taylor Reach to Design Virtual Contact Center
Toronto, Ontario, Canada, March, 2018 -- Customer Experience (CX) and Contact Center consulting firm, The Taylor Reach Group, Inc., announced that they have been selected to design and develop a virtual Contact Center for a home improvement services company.
The virtual Call Center will effectively and efficiently expand the customer's Contact Center and improve the recruiting catchment area. The new structure will reduce operating costs, improve employee satisfaction and decrease employee turnover rates.
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CEO and Chief Chaos officer, Colin Taylor, said, "There are more than 800 discrete tasks associated with building a Contact Center, regardless of whether the center is a physical location or virtually established. We’ve assisted thousands of organizations to design, develop and implement Call Centers and Contact Centers and on each project we ensure each of these tasks is addressed."
"Regardless of the model, bricks and mortar or virtual, a focus must be placed on the 4 pillars of Contact Center excellence – people, process, technology, and methodology, if you wish to be successful," said Taylor. "We are looking forward to working on this project to help the expand the Contact Center capabilities of the organization while improving staff morale, retention and the customer experience."
Posted by Veronica Silva Cusi, news correspondent
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About The Taylor Reach Group:
The Taylor Reach Group is a call center and contact center consultants specializing in customer experience consulting and call and contact center consulting, management, performance, technologies, site selection, tools and assessments. All we do is customer experience and contact center consulting: strategic and tactical. Our contact center and customer experience consultants have helped management in hundreds of contact centers and organizations achieve – and exceed – their business goals.
Published: Tuesday, April 3, 2018
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