Garry Schultz joins The Taylor Reach Group Inc. & is Ready to Rock the Contact Center World.
Professional Customer Consultant and Guitarist. His passion for performing is what drives Garry to seek out the highest satisfaction in every project he is involved with. With 25+ years of global managerial experience in B2C and B2B, high-technology focused environments, Garry is dedicated to implementing strategic solutions for customer success / customer care initiatives. His emphasis on meaningful performance measurement serves as the foundation to the success of his initiatives.
Paul Knapp joins The Taylor Reach Group Inc. & is Eager to Execute his Support and Service Skills.
Professional Thought Leader and Consultant, Paul has an track record of providing successful strategies within the customer service and support industry. Paul has worn many hats, including administrative managerial and team lead roles, but has always been concentrated on operational care and customer support. He has a focused skill set in delivering organizational structure and tactics, preparing multitudes of process improvement plans for factors such as center actions, quality and professional coaching skills/training relief.
New To The Taylor Reach Table
"TRG has been working with one of the country’s largest media organizations and has been retained to redesigning their entire center’s agent onboard training program"
The Taylor Reach Group Inc. continues to expand their solutions globally, with current numerous projects underway concentrating on developing new strategic center operations and implementing operational best practices. As the day to day operations grow more complex with new channel integrations and adjusting to industry trends occur, your customer support and service can take a back seat to other priorities, but it always needs to remain in front of your business’ drive. TRG has been working with one of the country’s largest media organizations and has been retained to redesigning their entire center’s agent onboard training program; provide strategic evaluations, agent profiling and mapping critical success factors in order to increase overall operative performance. Not only do companies need to place emphasis on the deployment of customer support, but monitoring and assessing the quality and management of such service is of equal importance. Currently underway, TRG is restructuring and developing a new quality assurance program for a large electrical utility company, focusing on evaluating, reshaping and enhancing their call/contact center’s quality and customer experience.
The solution to challenges isn’t always obvious for centers as there isn’t “a one size fits all” solution that exists. TRG has been working with North America’s largest youth apparel brand to assess their center’s current needs, identify missing elements and elucidate pain points that may exist under the radar. Having multiple centers to oversee, this company recognized the complexity associated with managing tens of thousands of contacts across multiple channels in real time, and has retained TRG to help filling in the blanks.
"TRG has been working with North America’s largest youth apparel brand to assess their center’s current needs, identify missing elements and elucidate pain points that may exist under the radar"
"TRG is currently in process of helping one of Canada's leading humanitarian organizations to select a new telephony platform to support their centers in reaching their ideal contact service, customer experience and technical objectives.
The purpose of the call or contact center is to create an open communication channel to reach and engage with your customers. The level of interaction may depend on your consumer’s needs or might be a consideration of your business processes. But it might also be limited due to the technological limitations of your center. A center’s IT platform must have the capabilities to handle the organization and their customer’s expectations surrounding the customer experience, service and support. One of the leading humanitarian organizations in the country realized that their capabilities and potential was limited to due to their current telephony platform. TRG is currently in process of helping this organization to select a new telephony platform to support the centers in reaching their ideal contact service, customer experience and technical objectives.
The Taylor Reach Group Inc. is dedicated to supporting call and contact centers in reaching their goals and objectives. With hundreds of years of customer service, call and contact center experience, our expertise in combination with our passion and devotion have earned TRG the title of one of North America’s top call/contact center consulting services. Contact The Taylor Reach Group Inc. today if your center is in need of reinforcing or fine-tuning your strategy. Contact Ashley Locke for more information about Taylor Reach and our capabilities.
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