CEO & CCO
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 and CX industry, spending almost 20 years in the BPO outsourced call centre space building Canada’s largest BPO, before launching Taylor Reach in 2003. Colin has assisted many Fortune 500 and global brands to improve their customer-facing organizations. Today more than 50,000 agent positions globally operate employing Taylor Reach designed contact centre operational models. Taylor Reach clients have awarded the company with a +91 Net Promoter Score. Recognized as one of the leading contact/call centre pioneers and experts, Colin has received 30 awards for excellence in Contact Centre Management on two continents. Colin is a recognized subject matter expert, thought leader, author, and international speaker on excellence in customer experience, customer service, and contact centres. Colin has been recognized at #5 in a global ranking of the Customer Service 100, Top 15 and Top 50 Customer Experience Influencers, Top 16 Contact Centre Tweeters to follow, Top 50 Customer Service Blogs and a Top 50 Customer Service Thought Leader by ICMI. Colin is the publisher of Customer Reach, industry standard newsletter with 11,000 subscribers. Colin has held numerous leadership roles in the industry, including chair of the Conatct Centre Council of the Canadian Marketing Association, judge and senior judge for contact centre and CX awards in North America, Europe, and Asia.