HELPING CONTACT CENTRES SUCCEED
BY PUTTING STRATEGY INTO ACTION

“Jane Finn, Deborah Morden and their team have always worked with our staff and vendors in a very professional and approachable way. They bring in-depth knowledge and practical experience to all aspects of our business whether building new or redesigning an existing operation. Contact Strategies has consistently demonstrated their ability to assess our situation, develop specific solutions and assist with implementation to improve business processes and generate results. Their excellent follow-up and follow through make it a pleasure to work with Contact Strategies."

Gail R., AIMIA

“From the very beginning, when you taught us the basics of Call Centre dynamics, right through the planning stages, Project Team meetings and negotiations with service providers and outside vendors, we found your assistance professional, thorough and innovative. You were easy to deal with and everyone who had contact with you has commented that we couldn’t have done it without your help!”

Michael C. Honda Canada Inc.

“Jane Finn and Deborah Morden of Contract Strategies are extremely responsive and provided high motivation to all of the BCH staff. Their experience and knowledge of Call Centers and Quality Monitoring proved to be the exact resource we required. I can recommend the services of Contract Strategies as the experts to build and provide a realistic Quality Monitoring Program.”

Karen G., BC Hydro

"Contact Strategies was engaged by the City of Brampton over a three and a half year period to assist with the design, development and implementation of the 24x7 Corporate Contact Centre. During this time, Contact Strategies in conjunction with the Program Manager and a team of Business Analysts conducted a full analysis for every City Business Unit including: work volume by channel - telephone, email, fax and in-person, work flow processes and procedures, position roles and responsibilities including job descriptions, resource availability and capacity, telephony and software applications and facilities

The information they gathered and analysed was and still continues to be valuable in understanding the volumes and processes of the many business units within the Corporation. The Customer Service and Quality Assurance program that they developed to support our 24X7 Call Centre is still in full force, and extremely successful. It was a pleasure working with Contact Strategies, and I would not hesitate to engage with them in the future."

Michelle S., City of Brampton

“You are without question the best vendors I have worked with, bringing a wealth of experience and expertise, but more importantly a level of integrity that is hard to match in any vendor relationship I've been involved with. A real gift!”

Kim S. MacKenzie Financial

“I have to tell you, I have attended a variety of training sessions....team building, morale boosting, you name it and NEVER have I ever seen two more dynamic presenters!! It takes energy and enthusiasm on the part of the trainer to keep everyone's attention....especially if the participant's have been sitting in training for three weeks straight! You are amazing and I will recommend you often in the future!”

Kathy B., MPAC – The Municipal Property Assessment Corporation

“In autumn of 2005 I attended a two-day course on contact centre coaching and monitoring. It was the single most informative training session I attended in the three and a half years I was in my supervisory job. The course was led by two very dynamic women with backgrounds in contact centre management. One clear memory I have, is that the presenters suggested the Barbara Coloroso book Kids Are Worth It as part of a supervisor’s reference, because it was so relevant for coaching adults in jobs as well as for training children in life. Anyway, a few months after my course I took a maternity leave (with the Barbara Coloroso book in hand, of course), and following my return to work I took several years’ worth of non-supervisory assignments. I am now back in a supervisory role and saw a CPACAN course ad. The description reminded me so much of the great course I took.”

Jennifer, Natural Resources

“You are both so motivating and passionate, we can't help but ‘catch the wave’!”

Janice J., CIBA Vision

“Contact Strategies provided a great solution that allowed my client to meet their quality challenge and were instrumental in the client achieving a recognized quality award within the next year.”

Phyllis H., Catalyst Consulting Group