Jane Finn & Associates Inc

Description

Additionally, Contact Strategies principals and our team members have sound general business knowledge. We start every engagement by learning about your business, your industry and your unique challenges so we are able to customize our approach, make specific recommendations and help you implement not only best practices, but also next practices that are tailored to meet the needs of your organization, the needs of your customer and the needs of your employees.

Nielsen IT Consulting Inc. (Nielsen IT) provides additional depth and breadth to our team in the areas of contact centre technology, unified communications and IP/telephony. For over 20 years, we have worked together on several client engagements to provide the best contact centre solutions.

Often the people we hire to interact with our customers don’t initially have the necessary affinity for our product or perhaps the life experience to understand our customers’ needs, correct a misunderstanding, make a sale or resolve an issue. In order for our agents to be effective and engaging with our customers, we must also provide our people with ‘context’ to apply what they learn in a meaningful way. This can be challenging at the best of times but is definitely more so when your staff has a different cultural orientation.

Deborah Morden is a Managing Partner of Contact Strategies. Deborah has been actively involved in the contact centre industry for over 25 years, working with over 200 centres in Canada, US and Latin America, assisting her clients in the business and strategic planning, design, implementation and optimization of their sales, marketing and customer service contact centre operations. Prior to starting her own consulting firm in 1996, Deborah was employed by a major Canadian telecommunications company as a Senior Management Consultant.

Jane has been an independent contact centre consultant since 1990 and has worked with more than 200 different contact centres in North America, the Caribbean, India, Philippines and the Far East to develop sustainable Quality Assurance and Performance Management, Sales and Customer Service programs. Jane’s clients appreciate the fact that not only does she willingly share her knowledge and expertise; she takes the time to learn their business to ensure that the contact centre’s activities are aligned and complement the organization’s strategic goals and objectives.

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