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Member Profile

Colin Taylor (38 Yrs in the industry)
CEO and Chief Chaos Officer
The Taylor Reach Group
     (Verified Admin.)
Past:Watts Communications
11 Connections



About Me, My Hobbies & Interests!

Recognized as a leading contact/call center and CX expert, Colin has received 30 Awards for excellence in Contact Center Operations and Management on two continents. Colin was recently recognized at #5 in a global ranking of the Customer Service 100 and as a Top 50 Customer Experience Influencer. Colin's leadership roles in the industry; a founder and past chair of the Contact/Call Center Council, a past Director of the CMA, senior judge for Canadian call/contact center awards, judge for call/contact center awards, judge for international call/contact center awards and advisory roles with a number of gov'ts and NGO’s related to call/contact centers, site selection and attraction. He is an author and a frequent speaker on customer service, call/contact centers, Customer Service, Operational Innovation, CRM, Sales, and team building. Since 2003 Colin has led Taylor Reach to success in call/contact center and customer experience consulting, Offices in the US, Canada and Australia we have worked with Fortune 500 clients on three continents Taylor Reach has helped organizations including; Mercedes-Benz, Fortis BC, Halogen Software, Rodale, Kohl’s, Home Depot, Republic Services, HBC, TD Bank, SNC Lavalin, Neat, Aldo Group, and Habitat for Humanity International. Today more than 15,000 agent positions globally operating under Taylor Reach designed contact center customer experience operational models. An experienced senior executive, built a previous firm contact center outsource to $50 million in annual revenue, is as comfortable developing strategy, and leading successful teams. Personally Colin has sold more than $333 million dollars of services. Colin is also the Publisher of Customer Reach- one of the most highly respected call center newsletters, with global readership of more than 11,000. Specialties: call center consulting, contact center consulting, Call Center, call centre, Contact Center, Contact centre, Call/Contact center consulting, Call/Contact center design, build, operational methodologies, Customer Experience, Customer Satisfaction, site selection, technology assessment and technology acquisition. Call center/BPO outsourcing assessment, and selection, Sales experience at the 'C' level- more than $300 million, Management, Sales mentoring, corporate leadership.

Company Details

The Taylor Reach Group is a call center and contact center consultants specializing in customer experience consulting and call and contact center consulting, management, performance, technologies, site selection, tools and assessments. All we do is customer experience and contact center consulting: strategic and tactical. Our contact center and customer experience consultants have helped management in hundreds of contact centers and organizations achieve – and exceed – their business goals.


Editorial Contributions

Did you know increased efficiency can actually result in increased costs. Not every Contact Center runs into this type of problem BUT there are times when increased efficiency is not a good thing!
January 4, 2018
Is your business or Contact Center ready for a disaster tomorrow? Proper planning is essential to a smooth and effective business continuity plan. Don’t allow your center to be a victim, plan and prepare for disasters and you and your employees can survive and continue to support your customers and ...
November 8, 2017
This article looks at AI in specific regards to virtual agents, their impact on labor in the Contact Center, associated maintenance costs and more. These predictions may surprise you.
May 19, 2017
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Personal Blog

There are a few that really grate on me, fingernails scraping a blackboard, chewing on tin foil and ... Read More...
  By:  Colin Taylor So how do we build an enduring structure in our call center that will... Read More...
 By: Colin TaylorStaff and Agent retention was a ‘hot’ button topic in the call cen... Read More...
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