Taylor Reach Names Public Sector Practice Lead

In Washington DC, customer experience and contact center consulting firm Tayor Reach Group has hired former White House Presidential executive fellow Rosetta Lue to lead its Public Sector practice.

Taylor Reach has offices in the US, Canada, Australia, Europe and China. Its offer includes 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 provides custom research services to help clients gain insights about their prospects and customers; and a benchmarking service to gauge the quality and effectiveness of the customer experience being delivered by call or contact centers.

Lue (pictured) joins from the US Department of Veteran's Affairs (VA), where she initially served as Senior Contact Center Advisor. In this role she was responsible for leading efforts to modernize the VA enterprise contact centers to improve veterans' experience, targeting 1,800 contact centers processing 140 million annual calls from nine million veterans, their families, survivors, and caregivers. In addition, she led the project implementation team which launched the US President's 24/7 White House Veteran Administration Hotline Contact Center Operations. Earlier, she worked for the City of Philadelphia as Chief Customer Officer, launching the Philly311 Contact Center Operations.

Commenting on the appointment, CEO Colin Taylor, said: 'Rosetta is an acknowledged thought leader, expert and practitioner on public sector contact centers. She brings a wealth of experience to Taylor Reach and I look forward to working with Rosetta to expand our public sector and government practice'.

Web site: www.thetaylorreachgroup.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.