Taylor Corporation is a holding company for a variety of business units, including Navitor, which provides customer service support for semi-custom printed materials, such as business cards, letterhead, envelopes, stamps, and engraved products. Headquartered in North Mankato , Minnesota , the company does business through third-party channels ranging from office supply chains to local print shops.
Navitor is instrumental in fielding questions on products, processes, and order status. Its contact center used an outdated recording system and maintained a static schedule for its 238 agents.
“Our contact center needed help to better service our customers," says Cory Gallagher , customer service department manager, Navitor. “Our recording system was antiquated and wasn’t capturing calls reliably, which caused us to use a significant amount of labor for quality monitoring our staff. When it came to making real-time adjustments to our schedules, we had little strategic control over service levels. For example, when our agents had to be pulled from the floor to receive training or attend weekly meetings, our customers suffered — and so did the remaining agents handling the call volume.”