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Colin Taylor
ApexCX

Colin Taylor

Founder

Recognized as one of the leading Contact/Call Center pioneers and experts, Colin has received 30 Awards on two continents for excellence in Contact Center Management.

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Background

Ever since answering his first customer call more than 40 years ago Colin has blazed a trail of innovation and success through the Customer Interaction industry. Colin has assisted many Fortune 500 and global brands to improve their customer-facing organizations. Today more than 15,000 agent positions globally operate employing Taylor Reach designed Contact Center, operational models.

Recognized as one of the leading Contact/Call Center pioneers and experts, Colin has received 30 Awards on two continents for excellence in Contact Center Management. Acknowledged as a leader and influencer on the topics of Call/Contact Centers, customer service and customer experience, in published rankings on Huffington Post, Call Center Helper, and MindShift. Colin was recognized as number 6 in the global 100 for customer service.

Colin was most recently named one of ICMI’s Top 50 Thought Leaders in customer service for 2018.

Colin has held numerous leadership roles in the industry, is an author and frequent speaker on customer service, customer experience, Call/Contact Centers, operational innovation, CRM, sales, and team building.

Published work

Articles by Colin Taylor

ApexCX Nov 27 · 4 min read

The Evolution of Conversational AI in the Contact Center Industry

As businesses embrace conversational AI, they must navigate the delicate balance between automation and human touch, ensuring that customers receive

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ApexCX Nov 27 · 3 min read

Contact Center Improvement: 15 Ideas for People, Technology, Process, Methods.

Contact center improvement is an ongoing journey involving all levels. Here are 15 ideas for people, technology, process, and methodology.

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ApexCX Nov 27 · 4 min read

Self Service in the age of AI

Self service in the age of AI still requires proper planning and purpose-driving adoption of technology to enhance customer experience.

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ApexCX Nov 26 · 2 min read

Capping Average Handle Time (AHT) and Wages are Surefire Mistakes for Contact Center Employee Management

Why capping AHT and agents' wages would be two big mistakes for managing contact centers, leading to attrition and failures.

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ApexCX Nov 26 · 9 min read

Employee Motivation and Incentives for Improving Contact Center Customer Experience

Employee motivation and incentives for improving contact center customer experience: intrinsic and extrinsic motivation, coaching, training, & reward programs, employee

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ApexCX Nov 26 · 4 min read

Best practices or better practices for contact centers

Best practices or better practices for contact centers: it is a journey of constantly improving customer experience & customer satisfaction.

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Put Colin's experience to work on your CX.

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