Toronto, ON, Canada, Jan 21, 2019 - While The Taylor Reach Group, Inc., has been an industry provider in call and contact center consulting for more than 15 years, the main area of focus has been on establishing great customer care in the business sector, especially in retail and service industries. Although the company has worked with municipal and federal government agencies in the past, it is clear that the ever-expanding size and scope of public sector contact centers, as well as the unique needs of the people they serve, demand particular attention.
Enter Rosetta Lue, a former White House Presidential Executive Fellow and Senior Contact Center Advisor to the Department of Veterans’ Affairs. In this role, Lue was responsible for leading the efforts to modernize and transform the VA enterprise contact centers to improve the veterans’ experience, targeting contact centers processing calls from veterans, their families, survivors, and caregivers.
This month, Colin Taylor, CEO and Chief Chaos Officer of The Taylor Reach Group, Inc., announced the addition of Rosetta Lue to the consulting firm. "Rosetta is an acknowledged thought leader, expert and practitioner on public sector contact centers. She brings a wealth of experience to Taylor Reach and I look forward to working with Rosetta to expand our public sector and government practice."
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In addition to her contact center modernization efforts, Rosetta was selected by the VA Secretary to lead the project implementation team which successfully launched the U.S. President’s 24/7 White House Veteran Administration Hotline Contact Center Operations to track and monitor escalated Veterans complaints.
Prior to relocating to Washington, DC, Rosetta was appointed Chief Customer Service Officer for Philadelphia, Pennsylvania and launched the internationally renowned and multi-awarded Philly311 Contact Center Operations. Under Rosetta’s leadership, Philly311 was a finalist for the international United Nations award for Public Service Innovation.
Rosetta is a highly sought-after customer experience management thought leader and speaker. She is a widely acclaimed contact center innovator specializing in interdisciplinary expertise among the areas of culture change, knowledge management, performance management, employee engagement, human centered design principles, technology acquisition and implementation, journey mapping, process improvement, customer service recovery, community engagement, change management, training, data curation, business analytics, dashboards, and emerging technologies including artificial intelligence (AI).
All of this makes her an amazing addition to the Taylor Reach team; a team that has, among other accolades, been recently recognized as among the Top 50 Customer Service Blogs and the Top 50 Thought Leaders (Colin Taylor) in the field of Customer Service worldwide by ICMI.
Posted by Veronica Silva Cusi, news correspondent
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: Wednesday, January 23, 2019