Since 2003 Colin has led TRG to success in call/contact center consulting, research, organizational redesign and performance improvement. Offices in the US, Canada and Australia we have worked with...view moreSince 2003 Colin has led TRG to success in call/contact center consulting, research, organizational redesign and performance improvement. Offices in the US, Canada and Australia we have worked with Fortune 500 clients on three continents TRG has helped organizations including; Mercedes-Benz, Fortis BC, Halogen Software, Rodale, Kohl’s, Republic Services, National Bank of Australia, Habitat for Humanity International, TD Bank, SNC Lavalin, Neat, Aldo Group, The Smile Train and Habitat for Humanity International. Today more than 14,000 agent positions globally operating under TRG designed contact center operational models.
An experienced senior executive, built a previous firm to $50 million in annual revenue, is as comfortable developing strategy, operational models and leading successful operational and sales teams. Personally Colin has sold more than $333 million dollars of contact center services.
Recognized as a leading contact/call center experts, Colin has received 30 Awards for excellence in Contact Center Operations and Management on two continents.
Colin has held numerous leadership roles in the industry; a founder and past chair of the Contact/Call Center Council, a past Director of the CMA, senior judge for Canadian call/contact center awards, judge for call/contact center awards, judge for international call/contact center awards and advisory roles with a number of gov'ts and NGO’s related to call/contact centers, site selection and attraction. He is an author (Compendium of Contact Center Knowledge Volume 1, 2, 3 and 4, Excel for Contact Centers and a frequent speaker on customer service, call/contact centers, Customer Service, Operational Innovation, CRM, Sales, and team building.
Colin is also the Publisher of Customer Reach- one of the most highly respected call center newsletters, with global readership of more than 13,000.view less