Today, successful training requires a multi-modal approach, grounded in neuroscience and adult learning techniques.
March 13, 2018
The Taylor Reach Group, Inc., a globally acknowledged and leading Contact Center and Customer Engagement consulting agency, announced today that they have secured a Contact Center Agent Training Re-Design agreement with one of Canada’s largest, licensed Medical Marijuana Producers.
The consulting firm will review and revise the client’s Contact Center agent training program to ensure that the Agent Curriculum delivers knowledgeable and skilled agents, improves agent retention, agent recall, FCR, CSAT, and NPS while reducing agent training time, speed to competency and AHT.
“There’s no denying that frontline agents are the biggest asset in any Contact Center in addition to being the largest expense. Retaining a qualified staff has a substantial impact on bottom-line operations, customer experience and quality of service”, according to Colin Taylor, CEO of The Taylor Reach Group, Inc. “Effective agent training programs ensure your frontline staff is well-prepared to meet increasing customer expectations. Additionally, this will support increased customer satisfaction as well as employee engagement and satisfaction”, continued Taylor.
The advisory firm will be implementing an Agent Training Program that will subsequently reduce operational expenses while improving overall service quality in the Medical Marijuana’s Contact Center.
Taylor Reach Group has reimaged and redesigned numerous Agent Onboarding Training programs for clients of all sizes, across all verticals. Taylor said, “Today, successful training requires a multi-modal approach, grounded in neuroscience and adult learning techniques. We are confident that our experience and methodologies on Contact Center agent training and development, will reflect happier and more engaged agents in our the client’s Contact Center.”
About The Taylor Reach Group, Inc.,
Taylor Reach Group is an international Contact Center and Customer Experience (CX) consulting firm that places an emphasis on people, process, technology and methodology to transform and optimize Contact Center operations. Taylor Reach works with Fortune 500 companies, small businesses, not for profits and government organizations to reimagine the call or Contact Center and support its evolution into a strategic business asset. Today, there are 14,000+ agent desktops that employ Taylor Reach designed CX and Contact Center models. To learn more visit http://www.thetaylorreachgroup.com
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