Taylor Reach is a contact center consulting firm established in 2001 with over 20 years of experience helping clients reach their objectives. They take a holistic approach to understanding the interconnected parts of contact centers and aligning operations to goals. Their services include assessments, model development, outsourcing advice, technology selection, and process improvement. They guarantee a 300% ROI within six months of implementing their recommendations.

1. Reach Your Call/Contact Center Objectives, All we do is Contact Center Consulting

2. Quick Facts Established in 2001, 4 Offices (Toronto, Atlanta, Sydney, New York), All of our 20+ consultants possess 20+ years of contact center operational and strategic leadership experience, 30+ Awards for Excellence, More 14,000 agent desktop worldwide running TRG designed operational models Vendor agnostic

3. Everything is Connected Contact Centers are 1,000’s of moving and interconnected parts The inter-relationships must be understood to make change effective Alignment to center and corporate goals is essential

4. Holistic Approach to Maximizing Customer Facing Interactions

5. Customer Satisfaction is not a Static Activity

6. What we Do Contact Center Strategic Assessments, Operational Model Development, Outsourcing/Offshore Assessments, In-Sourcing Assessments Home Agent Assessment Technology Selection Process Improvement, Knowledge Management, Site Selection Organization design & development, Best Practices

7. Guarantee When implementing our recommendations, we guarantee a 300% ROI within six months!

8. Successes $6 million in annual savings for a major Bank, $1 million in first year savings for a Publisher, $1.5 million saved through process re-engineering for a major printer manufacture, Creation of Strategic Plan for services company rolled out to 25+ centers, Transformed services center from Grade of Service from 20% to 80% while reducing costs. For an international retailer improved agent productivity by 54% while reducing cost per contact by 47%

9. The Company we keep:

10. Contact Taylor Reach www.thetaylorreachgroup.com [email_address] Phone: 877-979-8692 Colin Taylor: CEO – Ext 200 [email_address] John Cockerill: President – Ext 201 [email_address]