Medical Marijuana Producer Assessing Their Contact Center Operations in Advance of the Introduction of Recreational Cannabis

Taylor Reach Group is conducting an in-depth analysis of people, process, technologies and the ‘thousand moving parts’ within one of Canada’s Medical Marijuana Producer’s Contact Center to support the increasing contact volumes and establish a prescriptive approach for optimizing operations.

The Taylor Reach Strategic Assessment will enable scalability through the analysis of people, process and technologies to establish a prescriptive approach for optimizing operations

Essentially the Taylor Reach Strategic Assessment will allow us to weed out any inefficiencies and grow best practices in the medical marijuana producer’s Contact Center while preparing for the expected increase in contact volumes.

CX and Contact Center Consultancy, The Taylor Reach Group, Inc. (Taylor Reach), announced that they have been appointed by one of Canada’s medical marijuana licensed producers to take an in-depth analysis of their Contact Center. Taylor Reach will conduct an essential health check of the cannabis producer’s Contact Center operations that will formalize, professionalize and upgrade operations to support increasing contacts and call volumes associated with medical cannabis consumers and the pending introduction of recreational cannabis within Canada.

To complete this Strategic Assessment Taylor Reach’s vendor agnostic consultants, each with 20+ years of operational and managerial Contact Center expertise, will perform on-site analysis, auditing and stakeholder interviews for the cannabis producer. The audit will benchmark the center across 8 categories, 29 sub-categories, 700+ data points and against 2500+ other Contact Centers. Additionally, Taylor Reach will validate the audit findings, drill down for root cause data regarding current processes and procedures and confirm the future state vision for the client’s Contact Center.

Colin Taylor, CEO and Chief Chaos Officer of Taylor Reach, stated, “Experience and exposure to thousands of Contact Centers, across virtually every vertical, allows us to rely on expertise and knowledge to ensure each project offers tailored solutions to meet the needs, goals, and objectives specific to each Contact Center.” He expanded, “Essentially the Taylor Reach Strategic Assessment will allow us to weed out any inefficiencies and grow best practices in the medical marijuana producer’s Contact Center while preparing for the expected increase in contact volumes.”

Taylor Reach’s Strategic Assessment road-maps Contact Centers to the desired future state through a detailed assessment of all aspects of current Contact Center operations and by leveraging of a proprietary People, Process, Technology, and Methodology approach.

“We take a hands-on, holistic approach when our clients seek our assistance, examining all of the relevant aspects and elements of the Center. Contact Centers function with a complex set of interconnected activities, processes, people, and technologies. These elements are inter-dependent, sometimes in subtle but critical ways.” said Taylor.

The implementation of the Taylor Reach Strategic Assessment recommendations is expected to result in a 10-25% increase in operational efficiency and will improve customer satisfaction, service quality and technology utilization and effectiveness.