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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.

Customer Service Customer Support Telecommunications Training Business Consulting Brand Consulting Strategic Planning Management Consulting Program Management Project 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 17 · 4 min read

Contact Center Training Isn’t Buddy-Buddy

A structured training process will produce more effective agents, more consistently, and cost less than the buddy system approach. By

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ApexCX Nov 16 · 7 min read

Hybrid Work Environment and Workforce Management (WFM) for Contact Centers

Hybrid work environment, in office, work from home, and remote work model require contact centers to create new workforce management

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ApexCX Nov 15 · 3 min read

Work from home & in-office rotation: process, procedures, protocols

Develop processes, procedures, protocols for work from home agents' hiring, coaching, training, company culture engagement, with AI, automation, & technology.

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ApexCX Nov 15 · 11 min read

Resolving the Riddle of Employee Retention

Employee retention for contact centers: what to do and not to do, to retain workforce, reduce attrition, and motivate call

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ApexCX Nov 15 · 3 min read

Lack of Data Integration Creates Customer Frustration in Multi-channel Contact Centers

Siloed and fragmented nature of the resultant data, a fully integrated solution, friction from your customer interactions. Are You Listening

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ApexCX Nov 13 · 5 min read

Ten Dumb Things Smart Contact Center Management & Executives Do

This is my top ten list of really dumb things that smart call and contact center management and executives do.

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