In the US, customer experience and contact center consulting firm The Taylor Reach Group has appointed Paul Knapp as Contact Center Consultant.

From its offices in the US, Canada, Australia, Europe and China, Taylor Reach offers call/contact center assessments and audits, advice on technology such as predictive dialing, location selection support, interim management, quality and performance measurement, and process improvement services. In addition, the firm provides custom research services to help clients gain insights about their prospects and customers.

Knapp (pictured) joins from the healthcare contact center industry, with previous experience in B2B operations with contact center equipment and center services. Most recently, he served as Director of Operations for UBC (United BioSource Corporation), where he led a contact center of more than 200 employees in the processes of reimbursement and distribution of pharmaceutical drugs. Prior to this, he spent eight years at health plan non-profit Blue Cross, where he held a number of leadership positions, including Director, Operations – Vendor Management; and he earlier worked for Xerox in a variety of change management and operations roles.

Commenting on the appointment, CEO Colin Taylor said: ‘Paul is a professional thought leader with a track record of providing successful strategies within the customer service and business industry. With over 25 years of experience in strategic operations, Paul has developed a focused skill set delivering organizational structure, tactics, and delivering process improvement for center actions, quality control and professional coaching skills/training.’

Web site: www.thetaylorreachgroup.com .

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