TORONTO, Nov. 11, 2019 /PRNewswire-PRWeb/ -- Customer
Experience and Contact Center Consultancy, The Taylor Reach Group,
has recently completed its in-depth analysis of two contact centers
for a national patient support firm.
The client firm delivers patient support programs for many
leading pharmaceutical companies and provides access to medical
technologies and treatments at its clinics across Canada.
Taylor Reach's consultants, each
with over 20 years of Contact Center expertise, completed on-site
analysis, auditing and stakeholder interviews at each of the
client's call centers. A best practice audit was completed that
benchmarked the centers across 8 categories, 29 sub-categories, and
700+ data points, against 3500+ other Contact Centers. This process
identified the centers' maturity, and allowed for the charting of
improvement initiatives to prove the results.
"Contact Centers operate with a complex set of interconnected
elements, sometimes in subtle but critical ways," said Taylor.
"Contact Centers across many industries share many of the same
tools, processes, and functions, however, each center and customer
service operation is unique."
Taylor Reach's Strategic
Assessment road-maps Contact Centers to a desired future state
through a detailed assessment of all aspects of current Contact
Center operations and leveraging of their proprietary People,
Process, Technology, and Methodology approach.
About The Taylor Reach Group, Inc.
Taylor Reach Group is a globally recognized Contact Center and
Customer Experience consulting firm specializing in sourcing
strategies, customer experience, customer service/support, and
Contact Center assessments. Established in 2003, the consultancy
aligns proprietary approaches specific to clients' organizational
goals and objectives. TRG's vendor agnostic team has a deep
understanding of all aspects of Contact Center operations, as each
consultant possessed a minimum of 20 years of hands-on Call Center
operational management experience. To learn more, visit
thetaylorreachgroup.com
Media contact: For more information contact Steve Baric via
phone: 1-866-334-3730 Ext 112 or email:
sbaric@thetaylorreachgroup.com
SOURCE The Taylor Reach Group