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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 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 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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ApexCX Nov 12 · 7 min read

Root Cause Analysis in the Contact Center

Root cause analysis for contact centers require experienced ApeCX experts who have conducted full life-cycle customer experience assessment. By: Colin

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ApexCX Nov 11 · 12 min read

Call Center Metrics – Why Do They Matter?

Call center metrics can include individual agent metrics, team metrics, call center metrics for both micro and macro views of

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