Taylor Reach Group Brings in Strategic Partner

In Toronto, customer experience and contact center consulting firm The Taylor Reach Group has appointed contact center exec Steve Edmondson as Strategic Partner and Consultant.

The firm has offices in the US, Canada, Australia, Europe and China, and provides call/contact center assessments and audits, advice on technology such as predictive dialing, and a variety of other measurement and process improvement services. In addition, it offers custom research services to help clients gain insights about their prospects and customers; and a benchmarking service specifically to gauge the quality and effectiveness of the customer experience being delivered by call or contact centers.

Edmondson (pictured) joins with nearly four decades of management and operational experience, as well as more than 25 years of senior customer experience and contact center operations leadership. His career has included leadership roles with organizations such as Canadian group Manulife as VP - Contact Centre Operations; telecoms giant Bell Canada, where he was responsible for contact centre operations; and Canada Post as VP Customer Service. He also worked as a consultant providing advisory services on customer experience and contact center operations for public and private sector clients.

Commenting on the appointment, CEO Colin Taylor said: 'We're excited to have Steve on board. His breadth and depth of experience in delivering results for a number of organizations across multiple industries is an invaluable asset in growing our team'.

Web site: www.thetaylorreachgroup.com .