Peterborough, Ontario, Canada
Independent Contact Center & Customer Experience (CX) Advisory Services Colin is a distinguished professional consultant specializing in CX, Contact Center Operations and Customer Experience (CX) advisory services. Recognized globally as a leading expert in contact centers, inside sales. Colin's impact is evidenced by 30+ Awards for Excellence in Contact Center Operations and Management across two continents. His industry influence is further underscored by his rankings among the Customer Service 100 (#5), Top 15 and Top 50 Customer Experience Influencers, Top 16 Contact Center Tweeters, and inclusion in the Top 50 Customer Service Blogs. Colin is a founder and past chair of the Contact/Call Center Council, past Director of the Canadian Marketing Association. His expertise is frequently sought in prestigious capacities, serving as a judge and senior judge for numerous Canadian, US, Asian, UK, and international CX and contact center awards. Colin successfully led Taylor Reach, a prominent contact center and CX consultancy, for twenty years. In his work at ApexCX, Taylor Reach and Watts, Colin delivered exceptional results for Fortune 500 clients across four continents. His extensive client roster (500+ clients) has included: *Retail & Consumer Goods: lululemon, Mercedes-Benz, Nike, Fender, Carter's, Arc'teryx, HBC, Aldo, Ann Taylor *Health: Centene, Ideal Image *Financial: TD Bank, ATB, Forcht Bank *Media/Entertainment: The New York Times, the NBA *Public Sector/Non-Profit: Governments of Canada, Dubai, Province of Ontario, State of Michigan, City of Toronto, Region of Peel, Cuyahoga County, Lung Association, Canadian Cancer Society, Red Cross *Utilities & Services: Fortis BC, Caterpillar, Republic Services, NB Power As an accomplished senior executive, Colin also spearheaded the growth of a contact center BPO from $1 million to $60 million. His capabilities extend to developing robust strategies, leading high-performing teams, and cultivating successful business relationships, notably securing over half a billion dollars in BPO and contact center services. A respected author and a frequent international speaker on critical topics including customer service, contact centers, CX, operational transformation, CRM, sales, and team building. Core Specialties CX and Contact Center Consulting Inside Sales Optimization Operational Audits and Benchmarking Contact Center Design, Build, and Optimization Operational Methodologies Development CX and Customer Satisfaction Strategies Technology Assessment and Acquisition Outsourcing Assessment and BPO Selection
• Provides business advisory services on Customer Experience, Customer Service, Contact Centres, Management Consulting, and AI for service organizations. • Collaborate with clients to develop strategies for enhancing customer interactions and optimizing operational efficiency. • Implemented innovative solutions to drive customer satisfaction and increase revenue streams.
Contact center and CX pioneer assisting clients to improve their service delivery and profitability
The Taylor Reach Group, Inc. (Taylor Reach) was established in 2003 and provides consulting and advisory services regarding CX, Transformation, and Contact Centers operations. We are vendor agnostic and assist our clients to overcome their Customer Experience challenges; Alignment, Strategic Planning, Transformation, Customer Experience, Customer Journey, Contact Center Design, Technology Acquisition, Outsourcing Assessments, Center Assessments, Quality & Customer Satisfaction, Employee Satisfaction, Culture, Engagement, Process Improvement, Cost Reduction, Revenue Generation etc. Serving customers across all verticals, with centers of 6 agents to more than 24,000, Taylor Reach has completed numerous projects on four continents, won more than 30 awards for operational excellence and today there are more than 24,000 agent desktops globally that employ Taylor Reach designed Customer Experience Contact Center models. Our current client awarded NPS score is 91. But don't take my word for it... "“Our Call Center is phenomenal. We used to convert leads at 6-8% and now convert at about 34%. Yes, the amazingly hot market helps bump those numbers up but we would never have achieves that type of success without having revamping the Call Center. Hiring you was a great decision.” VP of Sales at a Major Nationwide Home Builder "Taylor Reach treated all staff as equals even though, clearly they had much deeper and broader domain knowledge than we possessed. They taught our staff and shared suggestions and best practices freely. This not only helped the project to succeed but also helped the staff to gain knowledge and be more effective in their roles. Taylor Reach demonstrated good political acuity in dealing with staff whose future was undetermined and provided us with solid feedback and counsel on these individuals when asked. I would certainly not hesitate to hire Taylor Reach again." VP, Fender Musical Instrument Corporation
Telepoll provides market research, data gathering, Customer satisfaction surveys, Mystery shopping calls and outsourced Quality Monitoring from our Call Center located in Toronto, Ontario Canada. The company was established in 1990 and has developed a reputation for responsiveness to client needs and high quality work. www.telepoll.net