HELPING CONTACT CENTRES SUCCEED
BY PUTTING STRATEGY INTO ACTION

Deborah Morden

Managing Partner of Contact Strategies

T: 519-471-9797
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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. She assisted a variety of organizations in determining their sales and servicing needs and providing creative operational and telecommunications solutions.

As a contact centre specialist, Deborah targets key areas such as; strategic business planning, operational issues such as call and workflow analysis, human resource issues specifically in the areas of the coaching, quality assurance, sales and customer service training needs and the management and measurement of performance and performance improvement. Coaching and staff development is one of Deborah’s passions and she has worked at all levels in an organization assisting staff in understanding and embracing change. Her client base includes multi-national organizations in the insurance, finance, manufacturing, distribution, utility and government sectors and is able to bring extensive industry expertise and concrete management experience to the engagement.

Deborah has received her consulting certification in the areas of Contact centre Performance Management and Measurement (Qualitative and Quantitative) and for conducting Contact Centre Operational Assessments.

Deborah founded the London Contact Centre Association. She is an active member of CTCA – Canadian Telecommunications Consultants Association, C4 - Contact Centre Consultants Connection, Contact Centre Canada, and a Senior Advisor for CPA – Contact Professionals Alliance. She has conducted numerous in-house and public training programs and is also a featured speaker at many contact centre conferences in Canada and the U.S. on the topics of Performance Management and Coaching for Contact Centres, Best Practices for Contact Centre Management and Quality Monitoring and Coaching for Contact Centres.