Call Centres or Contact Centres are really a “business within a business.”  Your Call Centre probably  “touches” and influences more customers than any other part of your organization.

In addition to managing customer expectations, your people must also be able to manage and adapt to the numerous processes and technologies that are unique to the Call Centre environment.

Today’s call centre managers share a common challenge.  Each and every one of us is striving to achieve higher performance, increase customer loyalty, increase employee satisfaction and reduce costs.  Not an easy task – given the changing dynamics of our world.

Contact Strategies focuses on ensuring that our clients maximize the:

·        Efficiency of their Call Centre operations through the use of technology and valid processes

·        Effectiveness of their Call Centre Agents

·        Strategic Value of the Call Centre operation to the entire organization.

Contact Strategies is an organization dedicated to maximizing call centre performance with a focus on solutions through people.   

In 1999, Morden Consulting and Jane Finn & Associates joined forces to form Contact Strategies. By pooling our talents and expertise, we believe that we have created an independent consultancy that provides our clients with greater flexibility, accessibility and expertise. With more than 40+ years of combined experience in the contact centre industry and an extensive network of associates, our clients now benefit from a team of hands-on practitioners with proven expertise in all areas of call centre management.  

At Contact Strategies, we can relate to the challenges and realities of managing a growing call centre and to the people that support the centre – agents, coaches, trainers, team leaders, managers, executives and technical support.

Our Mission is to partner with our clients to bring leadership and expertise to the call centre industry.  Our focus is performance and operational excellence.

Contact Strategies can help your organization achieve it’s corporate objectives and empower your people to reach their full potential by providing a wide range of professional consulting, coaching and training services. Whether you are planning the design of a new call centre operation or are looking at ways to maximize the potential of an existing customer service, sales, marketing, help-desk or telecollections operations, we can help.