Taylor Reach Selected for Remote Contact Center Training

Contact center consulting company Taylor Reach has revealed this week it has been selected to offer training to government contact center supervisors in one unnamed county in the United States.

After nearly two years of socially distanced work activity for the business world, local government agencies joined in and accepted remote/hybrid work as the new normal. While this is certainly good news for employees that wish to work from home, this approach is creating problems for agency supervisors looking to properly manage a dispersed workforce.

Taylor Reach plans to reduce these issues for the participating government agency by offering training and guidance to make this transition as smooth as possible.

"Local and county governments operate complex, multi-tiered contact center operations supporting resident inquiries to many departments," says Colin Taylor (News - Alert), CEO and Chief Chaos Officer at TRG. "As a result, customers—in this case, clients, taxpayers and residents—need to be assured of a smooth, effective, and friction-free contact experience."

Taylor Reach has accumulated years of experience in customer support training in sectors that include retail, finance, education, and government. Because the company understands the most difficult aspects of initiating a remote workforce, government supervisors can feel confident in their abilities in managing staff from any location.

"Our goal with this project," Taylor says, "is to ensure that the supervisors are equipped to give their teams the best support, guidance and tools to succeed. The training of management is sometimes overlooked, but it's imperative that these leaders also be trained to manage the unique challenges of a remote workforce…teaching the teachers, as it were."

Edited by Maurice Nagle