(855) 252-2223 Book a Call
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.

Customer Service Customer Support Telecommunications Training Business Consulting Brand Consulting Strategic Planning Management Consulting Program Management Project Management
Email Colin's team LinkedIn
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 22 · 3 min read

Contact Center CX Technology 2019 and Beyond

AI, chatbots, voice bots, RPA, digital transformation, cloud, omni channel, real time analytics... are the contact center CX technology 2019

Read More
ApexCX Nov 22 · 10 min read

Team Strategies for a High-Performance Contact Center

To grow a high performance customer experience contact center or team, leadership strategies for team building, teamwork, & trust are

Read More
ApexCX Nov 22 · 2 min read

Are You Increasing Customer Churn Due to Neglect at Your Contact Center?

Customer churn rate can be reduced by improving call center FCR performance, the hub of customer experience, and with customer

Read More
ApexCX Nov 22 · 4 min read

7 Reasons You Need a Site Selection Consultant when Looking for a New Contact Center Site

Among 7 reasons for using a contact center consultant for site selection for a new contact center are experience, knowledge,

Read More
ApexCX Nov 22 · 3 min read

Post Pandemic Changes in Contact Centers: AI, Automation, ChatGPT, RPA…

"Post pandemic contact centers will continue to leverage AI and automation to reduce live-agent interactions. ChatGPT and real-world RPA applications

Read More
ApexCX Nov 19 · 2 min read

Employee Empowerment is trusting with your most valuable asset – customers

Employee empowerment is to trust the frontline call center agents with decision making for refunds and other matters, since agents

Read More
Talk to an expert

Put Colin's experience to work on your CX.

Book a 30-minute call with a senior expert. We will walk through your operation, point to where the friction hides, and tell you plainly what is worth fixing first.

(855) 252-2223

Or email info@apexcx.com. We reply within one business day.

Request a discovery call

Four fields. A senior expert reads every submission.

This field is for validation purposes and should be left unchanged.
Phone
Optional
What should improve first?

Our conversation stays confidential.