Quality Management and Customer Experience (CX) Design

Available from The Taylor Reach Group Inc.

We have helped many organizations to reimagine, redesign and redevelop their quality program to ensure a positive alignment with both customer satisfaction and NPS. We work with our clients to identify:

⦁ Activities or processes required for a contact to be aligned to the business objectives of the customer, your customer journey maps and desired customer experience
⦁ Processes to assess non voice channels
⦁ Develop outreach approach to incorporate direct customer feedback into the quality process

Taylor Reach assists in Quality Management and Customer Experience Design by utilizing a two phase process:
1) Mapping and assessing your current quality program for alignment with business objectives and best practices
2) Quality Program Redesign

Data collection for voice, non-voice,email, chat, and SMS channels
- Structured and unstructured data mining
- Quality road-map
- Compliance management scorecard
- Customer feedback process incorporating CSAT/NPS surveys, dashboards and scorecards
- Non-structured data sentiment analysis scorecard
- Overall agent scorecard, team, queue and center scorecard
- Corrective actions
- Continuous improvement process

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