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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 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 14 · 5 min read

Using Customer Effort Score (NES) for Customer Success When Failures Occur

When failures occur in customer experience, using customer effort score (NES) helps identify the most efficient solutions for customer success.

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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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ApexCX Nov 13 · 5 min read

CCO (Contact Center Outsourcing) Qualitative Metrics from Customer Experience Perspective

CCO (Contact Center Outsourcing) quality program needs to measure by the qualitative metrics of the interaction from the customer perspective.

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ApexCX Nov 13 · 4 min read

Metrics for Call Centers: What They Mean to Customers

Metrics for call centers: FCR (1st contact resolution), AHT (average handle time), SL (service level), ASA (average speed of answer),

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ApexCX Nov 12 · 3 min read

Ensure a Higher CSAT Level with Ownership, Emotional connection, and Feedback

CSAT Level: raise it by ownership, emotional connection, feedback for customer-centric products & services rather than a profiting machine. Original

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