Ever since answering his first customer call more than 35 years ago for a Toronto-based service agency, Colin has blazed a trail of innovation and success through the Customer Interaction industry.
As President of Watts Communications (a Toronto based outsource/BPO agency), from 1994 to 2003, he spearheaded an aggressive expansion strategy that increased company revenues by a staggering 800%!
This expansion strategy included the opening of six new offices within Canada and three in Australia. A mere six months after opening the Sydney office, the company was rated #1 Customer Service Contact Center in the country, garnering the prestigious Teleperformance Grand Prix Gold Award.
Since 2003 Colin has lead The Taylor Reach Group, Inc. (TRG) to success in call center and management consulting. Working with clients on two continents Colin has assisted companies such as; Aldo, Mercedes Benz, Reader’s Digest, Republic Services, National Bank of Australia, and TD Waterhouse.
Recognized as one of Canada’s leading contact/call center experts, Colin has received 27 RSVP Awards for excellence in Contact Center Management from the Canadian Marketing Association (CMA). Recently Colin was Ranked #5 in The Customer Service 100 globally.
A founder and past chair of the Contact/Call Center Council and a past Director of the CMA, he is an author and a frequent speaker on customer service, contact centers, Operational Innovation, CRM, sales, direct marketing and team building.