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Contact Center Consultancy Announces 'CX Snapshot'
[November 28, 2012]

Contact Center Consultancy Announces 'CX Snapshot'

Toronto, ON, Nov 28, 2012 ( via COMTEX) -- Colin Taylor, the CEO of The Taylor Reach Group, Inc. (TRG) and Bruce Lebowitz, Founder of Contextual Strategy Group announce today the launch of Customer Experience Snapshot (CX Snapshot) a customer experience and engagement service that measures contact center interactions from the customers' perspective. CX Snapshot assesses the centers ability to connect with customers on an Emotional and Rational level while also assessing the effort a Customer has to expend to accomplish their task.

"Existing measures such as internal quality fail to view the interaction from the customers' point of view. Top box CSAT surveys and NPS lack the granularity to provide actionable direction to improve the customer experience," said Mr. Taylor. "CX Snapshot will change the ways brands view their Customer Experience. CX Snapshot provides specific guidance on where and how to improve your customer interactions. CX Snapshot when used alone or in combination with existing measures such as CSAT or NPS provides a more comprehensive view of the customer experience." CX Snapshot can be deployed in less than ten days and provides an actionable Customer Experience scorecard. Measuring 30 variables across three dimensions, the CX Snapshot provides both quick-hit improvements and the information to plot a long-term strategy. CX Snapshot can be used to: a.Measure specific interactions across the customer lifecycle b.Measure specific call center performance c.Benchmark against competitive call centers About The Taylor Reach Group, Inc.

The Toronto based Call and Contact Center consultancy was established in 2001 and today has offices in Toronto, New York, Atlanta and Sydney, Australia. Taylor Reach has served numerous Fortune 1000 companies and today boasts more than 14,000 agent positions globally and has received more than 30 awards for operational excellence. Visit Taylor Reach on the web at Read the full story at

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