CEO and Chief Chaos Officer
The Taylor Reach Group
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.
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