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.
TORONTO (PRWEB) March 29, 2018
Customer Experience (CX) and Contact Center consulting firm, The Taylor Reach Group, Inc., announced today 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.
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.”
Taylor Reach will size the Virtual Contact Center, identify appropriate telephony and other technologies to support the client’s business activities, and create or revise position descriptions and operating processes and procedures to support the new Virtual requirements.
“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.”
About The Taylor Reach Group, Inc., (Taylor Reach)
Established in 2003, Taylor Reach is a globally recognized Call Center, Contact Center and Customer Experience consulting firm. The consultancy has assisted thousands of organizations in achieving their Customer Experience and Contact Center objectives. Taylor Reach has assisted clients to design and build more than one hundred Call/Contact Centers both physical and virtual. For more information, visit http://www.thetaylorreachgroup.com
Media Contact: For more information contact Sarah Hill – Stapley at 1-866-334-3730 ext. 112 or email at shillstapley(at)thetaylorreachgroup(dot)com