2010 Contact Centre Industry Directory First Call Resolution–The ...

CONTACTMANAGEMENT.CA
JANUARY / FEBRUARY 2010
First Call Resolution–The silver bullet metric
2010 Contact Centre
Industry Directory
Special report on BC Awards of Excellence
Utility powers up FCR rates
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table of contents
JANUARY/FEBRUARY 2010
features
◗◗ 12. Personal profile
Brampton exports its customer service to China
Rhonda Tsingos talks about 311 services, an expertise exchange with
China, and her work with the City of Brampton call centre.
By Elizabeth Winter
departments
◗◗ 4. From the editor
When call centres come to the rescue
◗◗ 5. Readerboard
The latest industry news
5
Focus on First Call Resolution
◗◗ 14. Case Study - Utility powers up FCR rates
Newfoundland Power created a system to track and report on FCR
By Ron Glen
◗◗ 16. COVER STORY • First Call Resolution—The silver bullet metric
First of three-part series that excerpts section of SQM’s World
Class Call Center Book dealing with first call resolution.
By Mike Desmarais
◗◗ 9. People
Who is on the move?
◗◗ 18. Coming events
◗◗ 30. Software Solutions
»» Web-based systems
»» Other Software
9
13
BC Awards Report
◗◗ 19. Highlights of British Columbia Contact Centre Association Awards
2009 Awards of Excellence
◗◗ 19. View from the President
Outgoing BCCCA President Jean Mitchell gives her perceptions of gala evening
◗◗ 35. Ask Affy
I have an agent where on-going
coaching is not delivering any
sustainable improvement in
performance. I was wondering if you
can give me some advice on how to
motivate my agent to keep consistent
and continually want to improve?
By Afshan Kinder
16
35
◗◗ 20. Contact Centre of Year Winner
◗◗ 22. Employee of Year Winner
◗◗ 24. Community Spirit of Year Winner
◗◗ 26. Vendor of Year Winner
◗◗ 27. The Judges’ Gallery
◗◗ 28. The Sponsors’ Showcase
◗◗ 37. Association News
International Customer Service
Association-Toronto Chapter
CAM-X
Alberta Call Centre Association
Manitoba Customer Contact Association
Contact Centre Nova Scotia
◗◗ 39. Industry Directory
2010 Contact Centre
Industry Directory

From the
editor
When call centres come to the rescue
We appear to be entering an era when call
centres rescue customers who are on the
verge of defecting organizations because
of the shabby treatment they get from
an office, store or branch. It’s a hypothesis that was driven
home to me rather vividly of late by my mother no less.
My mother is 93 years old and virtually blind. Apart from
that, she is alert and pretty sharp for a lady her age. She
lives in a retirement home and still likes to do things for
herself like go shopping and banking.
Banks frequently annoy her greatly. She invariably gets
served by a young woman who patronizingly tells her:
“Don’t worry, dear, we’ll take care of you.” It makes her
fume. There are no men in banks anymore, she complains.
She is feisty, inquisitive and independent. But
technology terrifies her.
So she went into a panic recently upon receiving a letter
from her Scotiabank branch with what she thought was
a credit card inside telling her that her old card would be
phased out. She would have to use the new chip embedded
card inside and would have to activate it.
She called me to ask if I had a Scotiabank Visa card and
if I had received a new chip version. I did have a Scotiabank
Visa card, but hadn’t received anything to that effect. It
further perplexed and agitated her. I tried to calm her down
with little effect.
The next day she tried to call her branch to get it all
straight. But all she got was a voice message telling her the
branch wasn’t taking any more calls. It infuriated her that
she couldn’t get through to her branch.
Indignant, she somehow tracked down the Scotiabank
head office number and got the 1-800 call centre number.
She battled through the menu and much to her amazement
got connected to a live agent. She was aided enormously by
someone she described as a young lady.
It turns out it wasn’t her credit card, but her Scotiabank
debit card. The agent asked if she could activate the card
for my mother who ecstatically acquiesced.
They engaged in a bit of a conversation with the agent
asking where my mother lived. She replied Etobicoke.
The agent had no idea where Etobicoke was located. My
mother told her it was in Toronto and asked where she was
calling from. The agent explained she was in a call centre
in Halifax, one of four maintained by Scotiabank to serve
customers like her.
My mother phoned me to relate what had happened.
She gushed that she was served by a wonderful young lady
who was so “helpful, considerate and nice.” Gender was
evidently a problem no longer.
She was genuinely happy and a little proud, I suspect,
that she had taken the initiative and placed the call. It
proved a classic example of first call resolution, a theme
of this issue. She also expressed amazement at getting
everything resolved through someone in a call centre in
Halifax and not anybody in her nearby branch.
It all reminded me that a week earlier I had called my
Scotiabank branch and left a message for a manager there
to set up an appointment to go over my RRSP. I still hadn’t
heard back. Maybe I should call the Halifax call centre, I
thought. Better yet, I’ll get my mother to call.
Top five communications trends for 2010
Early this year, business communications vendor Avaya
released its top trends for the year. So here are the
five main areas where Avaya executives see business
communications heading.
1. Contact centres adopt social media. Customers will
initiate more company interactions via social media
tools like Facebook and Twitter. In 2010 more businesses
will embrace mining of the social network, capturing
new opportunities to provide service, address issues and
promote sales.
2. Unified Communications (UC) and the user experience.
UC has laboured under a variety of models, which has
led to slower than expected adoption. In the coming
year, with SIP and session management, companies will
build, deploy and support applications much more easily.
Workers will operate under a three-click paradigm – in
three seconds or less and three clicks, they’ll have
access to many more resources and applications
regardless of the device they’re using.
3. Making every on-hold second count. Businesses will
aggressively find ways to make every aspect of their
clients’ interaction more productive in the call centre
environment. Richer on-hold experiences will become
the norm, where customers have multiple options for
how they use on-hold time, including ways to move
forward with a transaction even before the call centre
rep arrives on the call. The result will be greater call
centre productivity and improved customer satisfaction.
4. True multi-vendor networks. With increased
consolidation of key industries, more and more
businesses will have increasingly complex
communications infrastructures and applications from a
wide variety of vendors. SIP-enabled environments will
help companies blend these disparate products so they
work together and truly become brand-agnostic.
5. Overcoming communications overload. At a time when
many businesses are struggling with the volume and
breadth of communications systems that need to
be managed, new technologies will help rein-in the
complexities to bring greater levels of operational and
cost control.
see From the editor page 20
January/February 2010
Volume 10 Number 1
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Next issue…
MARCH/APRIl—Essential themes
are introducing a sales paradigm and
outsourcing. There will also be stories on
speech analytics in a collaborative effort
between Contact Management and the
Contact Centre Council of the Canadian
Marketing Association.
4 contact management.ca January / February 2010

eaderboard
Aastra launches major platforms in Canada
Enterprise communications
supplier Aastra
Technologies, Concord,
ON, is launching early
this year in Canada its MX-ONE, a
full-featured PBX platform with
a complete suite of applications,
and its Solidus eCare, a system
specifically for call centres.
The MX-ONE is a standard based
platform that fully supports SIP and
is highly scalable. It is deployed
with thousands of customers
today globally with approximately
30 million lines installed. It goes
hand-in-hand with Solidus offering
state-of-the-art telephony solutions,
unified communications and all
elements related to contact centre
functionality and performance.
Aastra has a direct or indirect
presence in more than 100
countries. It has approximately 2400
employees worldwide with about
80 percent of revenue generated
internationally. Revenue for 2009 is
expected to be in the $850 million
range globally.
“We have had PBXs in our
portfolio for more than six years
now,” says Yves Laliberté, executive
vice-president of Aastra Telecom
Inc. “We never really entertained
seriously entering the Canadian
market for a number of reasons.”
One big reason was that Nortel
had been a major supplier of this
PBX technology and contact centre
applications, he says. It had a solid
grip on the major customer base and
also the channels.
“We saw more opportunities to
pursue international endeavours
as opposed to the market in our
own backyard. With Nortel filing
for bankruptcy protection early last
year, we realized this could be an
opportunity for us.”
The products Aastra plans to
launch in Canada were originally
developed by Ericsson. Aastra
acquired them when it purchased
an Ericsson division in May of 2008.
The acquisition included the global
technical support centre, the R&D
team, the customers, the channels,
the employees for MX-ONE and
Solidus eCare.
The PBX purchased from Ericsson
was a TDM version, says Laliberté.
Aastra turned it into an IP-based PBX
and renamed it MX-ONE. Ericsson
had a few installed in Canada, but
many more in the U.S.
“For some reason, maybe again to
do with Nortel, they [Ericsson] were
more successfull in penetrating the
U.S. and kind of gave up on Canada
a few years back. So we are going to
change that.”
Aastra introduced Solidus eCare
6.0 in January of 2009 and just
recently released version 7.0. It also
introduced two releases of the MX-
ONE, 3.2 earlier last year and 4.0
more recently.
“So each time we do a new
release we expand the functionality,
scalability, the interoperability
with other industry players,” says
Laliberté. “On average every eight to
nine months, we do a new release of
these standard based platforms.”
Aastra will use an indirect channel
model for distributing the products
in Canada. It is now looking for
and lining up partner resellers. It is
putting together specific training
and certification paths that leverage
existing skill sets of resellers, whether in
IT or traditional voice or other vendors.
“We certainly recognize that
training costs will be the large
investment made from a channel
partner and we want to make sure
we ease that burden to get them out
the door fast so they can start selling
the products and gain the financial
rewards,” says Laliberté. “We are
going to get to the market fast but
we are going to do it right.”
Mike Marshall, vice-president,
enterprise sales in Canada for Aastra,
is creating a support infrastructure
that evangelizes Aastra and provides
quality and qualified leads to channel
partners, which is what they expect.
“We have generated a lot
of interest from all sorts of
organizations, again both ITcentric
as well as voice-centric
organizations,” he says. “We expect
to lock in on our partner community
over the next couple of months.”
Resellers will be chosen on
the basis of regional and industry
vertical coverage, he says. A specific
number of resellers hasn’t been
determined, but the aim
is to have “few versus
many.” He anticipates
signing up between 10 to
12 channel partners.
A number of points
differentiate Solidus
from competitors,
says Laliberté. It is an
integrated, single server
system accommodating
all the major applications
for unified messaging, textmobile
convergence, and self
service. Users find it easier to
deploy, manage and maintain. It is
cost effective with less hardware
required and is more eco-friendly
with reduced power consumption
and footprint.
Solidus is particularly strong
in mobility, he says. Ericsson
engineers were fanatical
about leveraging mobility
and embedding it in the code and
architecture.
“You can increase the probability
of connecting the right people at the
right time with the right skills to the
people they need to be connected
with. So the mobility aspect provides
a lot of performance enhancement,
cost effectiveness and flexibility.”
He argues the self-service and
multimedia components of Solidus are
powerful and simple to deploy. The
self-service aspect allows for leveraging
everything from SMS to email to the
Web to increase productivity and
customer satisfaction. There are also
script-based tools to let users develop
their own IVR.
“You don’t need to pay expensive
consultants to come in and build
all your IVRs. You can do a lot of it
yourself for your self-services. As you
get feedback from customers you can
modify on the go what you have built.”
Solidus has the capability to do
call recording for compliances and
on-demand recording. For more
sophisticated functionality, there is
an interface for connecting any of
the leading call recording systems. At
this point, it does not have a speech
analytics module.
“We are focusing on some things
our customers have asked us for on
the platform,” says Laliberté. “The
Yves Laliberté, executive vicepresident
of Aastra Telecom, says
the Solidus mobility functionality
increases the probability of
connecting the right people at the
right time with the right skills to
those who need them.
open standard and API are part of this
and allow us to interconnect with all
the leading platforms for CRM, ERP,
and the various analytics required.”
What it does feature is the
concept of cradle-to-grave
reporting, he says. From first
interactions through to closing
transactions, regardless of the type
of interface or how many people
participated, users are able to
capture all the various interactions
with a customer, partner or supplier.
They can document and create
statistics on them.
Solidus is cost effective and
feasible for as few as five or 10 agents
upwards to thousands of agents,
he says. There is no trimmed down
version for small contact centres.
“It is the full-blown capacity.
But because it is an easy to learn
platform, it is feasible to deploy in a
smaller contact centre.”
In countries where it has been
installed, Solidus has been prevalent
in several vertical markets, he says.
see readerboard page 6
January / February 2010 contact management.ca 5

eaderboard
from readerboard page 5
They include financial insurance
sector, government agencies, travel
and transportation, manufacturing,
utilities, healthcare, retail, IT, and
academic institutions.
ING DIRECT receives
silver CCEOC designation
ING DIRECT Canada Sales and Service
late last year achieved the silver
level Contact Centre Employer of
Choice (CCEOC) designation. This is a
combined certification including the
Ottawa and Toronto contact centres.
ING DIRECT Canada joins an elite
group of contact centres rewarded
by this unique designation. As a
Contact Centre Employer of Choice,
ING DIRECT Canada is recognized as
an industry leader and a preferred
David Bradshaw, head of sales and
service, ING DIRECT Canada, says of
the CCEOC program that the detailed
reporting and analysis will assist the
bank in developing a targeted action
plan for continuous improvement.
employer. Through the programs’
in-depth reporting and analysis,
management is provided with a clear
understanding of key employee
motivation, engagement drivers
and targeted opportunities for
continuous improvement.
“ING DIRECT Canada has shown
tremendous focus and dedication in
pursuing the CCEOC certification,”
says Jeff Doran, president of the
CCEOC Inc. “They already have a
great culture, but they want to make
it even better.
“Developing Contact Centre
Employee of Choice values,
behaviours and attitudes are very
important to the success of the
sales and service division. Being
recognized as a certified CCEOC is
a tremendous source of pride and
identifies the Toronto and Ottawa
contact centres as some of the best
employers to work for in the country.”
“This is an integral part of our
vision to become a world-class
revenue generating sales and
service organization in three years,”
says David Bradshaw, head of sales
and service, ING DIRECT Canada.
“Achieving Contact Centre Employer
of Choice certification demonstrates
our commitment to our employees,
customers, stakeholders and
community. The designation will
provide us with significant branding
opportunities both inside and outside
the organization.
“Even more important is the
detailed reporting and analysis
that will assist us in developing a
targeted action plan for continuous
improvement. We’re very excited to
be on this journey and I would like
to thank Jeff and his team for their
outstanding support in helping us
get this far. I look forward to greater
things to come.”
The CCEOC award is an industry
standard for developing and branding
people-centric contact centres.
The program helps contact centres
improve their ability to attract, retain
and engage top talent.
The designation is valid for 12
months. Companies are evaluated
annually to determine their CCEOC
standing for that year. There are
four levels to the designation:
bronze, silver, gold and platinum. The
designation levels are determined by
employee opinion, not management
perception
Contact centres of any size,
type or geographic location can
become CCEOC certified. Certified
contact centres include FedEx, HILTI
North America, CAA, The Shopping
Channel, Scotiabank, AIR MILES, CIBA
Vision, Rogers Communications,
Roche Diagnostics and Davis &
Henderson, to name a few.
ING DIRECT is Canada’s leading
direct bank with more than 1.6
million clients and more than $27
billion in total assets. It offers highvalue,
simple products such as high
interest savings accounts with no
fees or service charges and low rates
on mortgages. Low cost, index-based
mutual funds are sold through ING
DIRECT Funds Limited. ING DIRECT
Canada has been operating since
1997, and has paid more than $4
billion in interest to clients. ING
DIRECT is open for banking 24 hours a
day, 7 days a week, at www.ingdirect.
ca or by calling 1-800 ING DIRECT
(1-800-464-3473.
CCEOC Inc. is an experienced
team of contact centre experts,
academics and analysts. It provides a
wide variety of innovative programs
to help build high-morale, highperformance
contact centre cultures.
To find out more about CCEOC
education and development services,
email info@ccemployerofchoice.com
or call 416 886-7007.
Simple, affordable device
offers alternative to IP
desk phones
Global provider of unified
communications solutions,
Interactive Intelligence, Indianapolis,
IN, last fall unveiled Interaction SIP
Station, a new communications
endpoint device designed as an
affordable, reliable and simple
alternative to IP desk phones.
“While IP desk phones increasingly
offer sophisticated functionality, their
complexity and cost are barriers for
adoption among many organizations,”
says Drew Kraus, research vicepresident
with Gartner. “Though the
use of USB headsets with softphones
offers an alternative, reliability issues
often preclude their use.
“We’ve been telling clients
for awhile now to lower their
infrastructure costs by deploying
low-cost phones, while supporting
advanced telephony features via
PC-based call control applications.
By further distilling that endpoint
device down to its core functionality,
organizations can realize even more
savings while still maintaining a clear
voice signal and advanced features.”
With a dedicated chip-set
delivering high quality audio, the
Interaction SIP Station has no hand
set, display, or dial pad. Instead,
the device is designed to work in
conjunction with a headset and the
Interactive Intelligence Interaction
Client, a PC-based call control
Joe Staples, Interactive
Intelligence senior vice-president
of worldwide marketing, says what
makes Interaction SIP Station a
market first is its reliability and
simplicity at a price point that’s
roughly half that of a basic IP phone.
software application that includes
sophisticated features, such as call
recording, call rules, conferencing,
presence management, company
directory look-up, queue monitoring,
call history, and more.
“By providing a dedicated
audio path for reliability, and using
our client application for rich
functionality, the Interaction SIP
Station provides all the features a
company needs in an endpoint device
-- and none that they don’t,” says
Interactive Intelligence senior vicepresident
of worldwide marketing,
Joe Staples. “What makes this device
a market-first, however, is that we’re
offering this reliability and simplicity
at a price point that’s roughly half
that of a basic IP phone, and a
fraction of what high-end multimedia
phones cost.”
Measuring just 4.5 in. x 4.5 in. x 1.5
in. (11.4 cm. x 11.4 cm. x 3.8 cm.), the
Interaction SIP Station also consumes
less desk space than a traditional
phone. More secure and simple to
use, the device’s physical buttons
include pick-up/disconnect, mute,
volume control, emergency speed
dial, and a multi-function status LED.
It uses power over Ethernet (PoE),
thus further enhancing reliability by
making it easier and more efficient to
supply back-up power.
The Interaction SIP Station is targeted
at mid-size to large contact centres and
enterprises, and is sold as an optional
device with the Interactive Intelligence
all-in-one IP communications software
suite, Customer Interaction Centre
(CIC). It will be distributed through
the Interactive Intelligence channel of
more than 300 resellers worldwide, and
through the company’s direct sales force.
6 contact management.ca January / February 2010

eaderboard
Avaya completes
acquisition of Nortel
Enterprise Solutions
A global leader in business
communications systems, Avaya,
Basking Ridge, NJ, successfully
completed late last year acquisition
of Nortel Enterprise Solutions (NES).
The addition of NES further
enhances Avaya’s strategic position in
providing business communications
solutions and services for enterprise
customers. It gives the company
added scale, resources and expertise
to deliver a portfolio of solutions and
services around the globe.
“The completion of this
acquisition represents another major
step in Avaya’s evolution and growth
in the communications industry,”
says Kevin J. Kennedy, president
and CEO, Avaya. “Avaya and Nortel
Enterprise Solutions share a common
vision for the future of business
communications. By combining
our complementary technology
portfolios, deep industry specific
domain expertise, sales channels and
customer bases, the new Avaya will
redefine business communications
and help customers to reduce costs,
simplify operations and increase their
business agility.”
As a result of the acquisition,
Avaya will benefit from an expanded
partner ecosystem, a broader
portfolio, an enhanced customer
base, and a greater ability to compete
globally. The company also will
extend relationships with system
integrators and service providers
who serve the enterprise market.
Approximately 6,000 NES
employees have joined Avaya,
including 25 top managers. Joel
Hackney, previously NES president,
joins the Avaya executive committee
as senior vice-president and
president, Avaya Government
Solutions and Data.
“In addition to great technology
and outstanding customer
relationships, NES brings talented
employees in sales, systems
engineering, services, marketing and
more,” says Kennedy. “We believe
our ability to innovate and develop
solutions for customers to help
them transform their businesses will
Avaya President and CEO Kevin
Kennedy says completion of the Nortel
acquisition marks another major step
in Avaya’s evolution and growth in the
communications industry.
continue to accelerate.”
Avaya provides unified
communications, contact centres,
and related services directly and
through its channel partners to
businesses and organizations around
the world. It provides customers
with communication solutions that
use a SIP-based architecture to
enable multi-vendor, multi-modal
(voice, text, video etc.) connections
and the distribution of value-added
applications across the enterprise.
For more information, visit www.
avaya.com.
Focal-Point survey shows
what employees think
The Contact Centre Employer Of
Choice (CCEOC) organization is
promoting the use of its Focal-
Point survey system by call centre
managers to get to know their
employees better and determine
what they are thinking. The CCEOC
argues that to become more
connected to customers, you must
become even more connected to
your employees.
The CCEOC contends its Focal-
Point system is the answer. It is an
efficient, affordable, online survey
process that provides the ongoing
insight needed to understand
employees better and start building
your own employer of choice
environment. It is described as a fast,
effective and trusted system where
employees can provide honest,
critical feedback. Based on the
CCEOC certification assessment, it
focuses on the areas that will have
the most impact on a contact centre
operation.
It’s much more than comparing
your centre to an industry
benchmark, the CCEOC states. It’s
about asking the right questions
at the right time and measuring
the things that are truly important.
It’s about improving the work
environment for your employees.
Following are the steps to making
the Focal-Point survey work.
• Choose your initial set of
statements from one of the CCEOC
Areas of influence.
• Add an additional four to five
statements from the CCEOC Best
Practices report to create the final
version of your Focal-Point survey.
• Determine the survey interval—
monthly, quarterly.
• The survey is then uploaded to the
CCEOC Web site with your logo.
• Select a random sample of
employees to complete the survey.
• Use your administrator code for
survey start/stop and reporting
• Online tracking is provided to
determine completion rates.
• Reporting is automatically
generated and available online
Focal-Point is recommended
for leading centres that want to
create a unique employer of choice
environment. Others include: 50
new centres that want to build
a strong culture of collaboration 40
and participation; CCEOC certified
30
centres that want to improve their
certification scores; contact centres 20
considering CCEOC certification;
centres that want to attract, retain 10
and engage the best and brightest
talent; centres that want to build a
successful, productive operation.
For more information, contact
CCEOC at 416-886-7007, visit www.
ccemployerofchoice.com or email
info@ccemployerofchoice.com.
Study uncovers drop
in employee loyalty
A study released last year from Ipsos
Reid, Toronto, confirms what many
human resources professionals had
already feared or believed: Canadian
employees are becoming less loyal to
their employers. According to recent
findings from Ipsos Reid’s Build a Better
Workplace syndicated study, 22 percent
of Canadian employees are expressing
decreased loyalty to their employer.
“Loyalty to one’s employer is very
dependent on recognition,” says
JB Aloy, Ipsos’ resident expert on
employee engagement and author
of the study. “Staff who feel their
involvement is not acknowledged are
more likely to become disloyal.”
This is not just a sentiment found
on the ‘factory floor’—a quarter
of executives and managers say
their loyalty is decreasing, showing
results comparable to production
workers and operators. Across
industry sectors, employees in the
manufacturing and financial services
sector—two industries deeply hurt
by the economic downturn—had
particularly negative results.
All this is going on in spite of the
current job market. In particular,
organizational responses to the
economic downturn have triggered
Loyalty slide in different
organizations
Average all firms
Firms with pay frozen
Firms with staff cuts
Across the country, the
figures are consistent with the
exception of Quebec, where
only 10 percent of the workforce
shares this attitude.
some employees to question their
loyalty. In organizations where
staff cuts were made, 36 percent
of employees feel less loyal. In
organizations where salaries have
been frozen, that figure is 31 percent.
Across the country, the figures
are consistent with the exception of
Quebec, where only 10 percent of the
workforce shares this attitude.
“Because these results are quite
consistent across sectors, they
strongly suggest that employers ought
to be considering what they should
see readerboard page 8
January / February 2010 contact management.ca 7

eaderboard
from readerboard page 7
be doing now in order to hold on to
their key performers when economic
conditions improve,” adds Aloy.
And what are employees saying?
Some comments in the survey
indicate that the organization’s
leadership can’t just simply expect
loyalty, it must earn it. “Anything I do
that is ‘above and beyond the call’ is
accepted but never reciprocated by
management or the employer,” says
one respondent. Others comment,
“The firm is not loyal to me so I feel
decreasing loyalty to the firm,” or
“They do nothing for me so I do
nothing for them.”
“As workers, all too often we find
ourselves considered disposable,”
says Timothy Keiningham, global chief
strategy officer at Ipsos Loyalty, and
author of the newly released book
Why Loyalty Matters. “Not surprisingly,
our loyalty as employees to the firms
where we work has responded in kind.
“For us as individuals, constant
economic change means that we
feel always on the brink of losing
control. We are forced to live in the
moment, and leave tomorrow for the
future. What this teaches us can be
summed up in the phrase, ‘What have
you done for me lately?’ This is the
antithesis of loyalty. Loyalty requires
a commitment to the future”.
Findings were obtained from the
Better Workplace Syndicated Study. It
was an online poll of 1,128 employees
in Canada completed in late May.
TELUS is first in Canada
to furnish intercompany
Cisco TelePresence
Late last year, TELUS Corporation
became the first Canadian
telecommunications provider to offer
intercompany Cisco TelePresence
services across the country.
TELUS intercompany service with
Cisco TelePresence combines existing
enterprise networks with service
provider connections to extend
Cisco TelePresence meetings beyond
an enterprise boundary, allowing
companies of all sizes as well as
individuals to use Cisco TelePresence
to collaborate with colleagues,
customers, suppliers, and partners.
This means that any user at any
organization can meet face to face
via Cisco TelePresence with other
Olaf Krahmer, vice-president of
service provider operations, Cisco
Canada, says by extending the reach of
Cisco TelePresence, TELUS customers
will experience richer collaboration
through cross-functional meetings.
users on other enterprise networks.
Cisco offers a complete Cisco
TelePresence solution and fully
validated reference architecture that
facilitates calls between multiple
enterprise networks to traverse the
service provider network with no comingling
of routes, addresses, or data.
In January 2008, TELUS was the
first Canadian telecommunications
provider to achieve Cisco certifications
to sell, deploy and support Cisco
TelePresence. With this new service,
TELUS joins the existing group of
service providers spanning five
continents to deliver intercompany
Cisco TelePresence services, extending
the availability of the technology
to more than 150 countries and
thousands of cities. The other carriers
that have announced intercompany
Cisco TelePresence services include
AT&T, BT, Orange, NTT, Tata, Telefonica,
TelMex and Telstra.
“We are excited to announce that
TELUS is the first Canadian service
provider to help its customers take
further advantage of the benefits of
Cisco TelePresence and connect with
external partners and customers,”
says Olaf Krahmer, vice-president of
service provider operations, Cisco
Canada, “ By extending the reach of
Cisco TelePresence, TELUS customers
will experience richer collaboration
through cross-functional meetings,
scaling of scarce resources, and
better return on investment, all
driving competitive advantage.”
Dependable HomeTech
optimizes WFM with
InVision Software
Dependable HomeTech (DHT),
Burlington, ON, a Canadian-based
provider of technology support
services for residential and business
customers, has selected InVision
Enterprise WFM for optimizing the
scheduling of its call centre agents.
By implementing the state-ofthe-art
technology from InVision
Software, an international supplier
of enterprise-wide workforce
management (WFM) solutions, DHT
aims to improve the efficiency of its
disparate service departments. This
will result in a better service at the
appropriate times for its customers
and a significant reduction in
labour costs. InVision is providing
its solution on an ASP (Application
Service Providing) basis meeting
DHT’s needs of a robust and costeffective
implementation.
DHT employs 500 people in total
with 150 of them working in the DHT
headquarters based call centre. They
service incoming calls from residential
and business customers, providing
technical support and premium
support over the phone or online.
”We are committed to delivering
a great customer experience and
have therefore decided to implement
a high-performance WFM software
solution for the demand-oriented
scheduling of our service employees“,
explains Cheryl Lewis, vice-president,
Dependable HomeTech Services.
“The InVision solution enables us
to generate accurate day-to-day
forecasts of the expected workload
and to create automated and
optimized staff schedules of the
workforce needed.”
DHT’s decision to purchase
InVision’s software solution was
influenced by several factors: Besides
economic reasons and InVision’s
competitive pricing, DHT required
one single platform for planning
across disparate departments to
achieve flexibility in staff planning.
Furthermore, DHT appreciated the
high quality of InVision’s optimization
engine and the high performance
of the module AutoScheduler. Using
this feature, the planners at DHT
can create requirement-driven and
optimized schedules at the push of a
button while meeting all scheduling
constraints. The AutoScheduler
performs the entire scheduling and
optimization process in a single
step, starting from the long-term
assignment of working hours per
Peter Bollenbeck, CEO of InVision
Software, says now more than ever,
cost-effective IT solutions are required
which enable companies to reduce
their operating expenses without
abandoning service quality.
day all the way to defining individual
activities to be performed within the
course of a day.
“Now more than ever, costeffective
IT solutions are required
which enable companies to reduce
their operating expenses without
abandoning service quality”, says
Peter Bollenbeck, CEO of InVision
Software. “We are offering a solution
that helps companies to reduce
labour costs through automated,
optimized scheduling and our shortterm
renewable licensing provides
the cost advantage of on-demand
software with the full functionality of
a system installed on premise.”
New Bell network
promises faster access to
online videos
Bell Canada, Montreal, last fall rolled
out Content Delivery Network (CDN)
managed service that lets business
customers offer significantly faster
content delivery to all Internet
users without increasing their
infrastructure costs. The Bell CDN is
an exclusive partnership between
Bell Canada and Limelight Networks
to provide CDN service to the
Canadian marketplace.
“Combining our leading-edge
infrastructure and IP network with
Limelight’s global capacity, the
Bell CDN service is more efficient
and faster because of its scalability
and reliability,” says Stéphane
Boisvert, president, Bell business
markets. “Customers can reduce
network latency, enhance Web site
capacity, improve reliability and
increase delivery speeds of the most
bandwidth-intensive applications at
lower cost, while reducing the load
see readerboard page 11
8 contact management.ca January / February 2010

People
PEoPLE
Gervais, Jones take top
awards at SQM 2009 Call
Centre awards
Valerie Gervais of Rogers was named
Customer Service Rep (CSR) of
the Year and Lisa Jones of Sun Life
Financial won Call Centre Supervisor
of the Year at the SQM Call Centre
Awards of Excellence gala held in
Toronto last November. Each received
$1,000 in cash.
SQM surveyed at the rep level for
15,000 CSRs last year. Of those 15,000
about 2,500 were certified as world
class, a qualification that allows them
to be nominated as CSR of the Year.
SQM received about 300 CSR of
the Year applications and winnowed
that down to 11 finalists based on
the testimonies they received from
each applicant on how they served
a particular customer. Gervais’ story
emerged as the winner from the 11
finalists.
At the supervisor level, about
100 of approximately 800 eligible
supervisors were certified as world
class. Six finalists were chosen from
the applications received with Jones
emerging as the winner.
t (Left) Valerie
Gervais from
Rogers was
named CSR of
the Year, 2009,
by SQM Group
(Right) Lisa Jones
from Sun Life Financial was
named Supervisor of the Year,
2009, by SQM Group.
“Valerie and Lisa were certified as
world class Csat performers, which
means that over 70 percent of their
surveys met SQM’s world class Csat
criteria,” says SQM Partner Sarah
Kennedy. “This in itself is a huge
accomplishment as only 16 percent of
all CSRs meet these criteria.”
In the CSR nomination process
a story had to be submitted that
described a specific example of
world class service, or in the case of
the supervisor award, two examples
of how the supervisor supported
and encouraged a CSR to provide
world class customer service. These
submissions were then judged by a
team of six people at SQM and the
finalists and winners identified.
“I was quite surprised first off to
have won and very honored to have
received such an honorable award,”
says Gervais. “It makes me feel good
about what I do and reaffirms my
reason for coming to work every day.”
She has been with Rogers for
almost 18 years. She started at
Rogers Video Retail store, which
provided the stepping stones into
the cable world as it had what
was then called the cable counter.
After being at the retail store for
seven years, she left and worked
at a golf course for a short period
of time before landing a position
in NTSD in the Ottawa call centre.
She has been in NTSD for almost
11 years, and says she has gained
many experiences and seen lots of
changes along the way.
“Each of those experiences and
changes has for me been very useful.
For example the My Customer
program that we implemented a few
years back is extremely important as
most of what was implemented I was
already doing on a day to day basis. I
take great pride in helping people and
ensuring their satisfaction and will go
to any lengths to assist an individual.”
Jones has been working in a call
centre environment off and on since
1991. Her previous employment
to Sun Life Financial was with Bell
Canada in its credit services inbound
call centre.
She started with Sun Life Financial
Nov 15, 2004 as a front line Customer
Care Representative in Group
Retirement Services. She joined the
management team August 2005
as a Customer Solution Specialist
(CSS) which was a new role within
the Group Retirement Services
Customer Care Centre (GRS CCC).
The main accountability was to
provide excellent customer service
to members in situations that had
escalated. She became a supervisor
in October 2008, which she notes was
perfect timing as the SQM scoring
year starts October each year.
“This gave me time to
understand where the folks on my
team stood so that we could get
an individual and team ‘game plan’
in place for the 2009 SQM year. I
am very proud of the people on my
team. Together we set goals and
achieved them. It was their hard
work that contributed to such a
successful year.”
NICE Systems hires
Partington Country
Manager of Canada
Adele Partington has joined NICE
Systems as Country Manager of
t A veteran of
the Canadian
contact centre
market, Adele
Partington will
be charged with
further developing NICE
and IEX’s Canadian presence.
Canada. A veteran of the Canadian
contact centre market, she will be
charged with further developing
NICE and IEX’s Canadian presence.
She will oversee sales operations and
distribution channels.
NICE is making significant
investments in Canada and sees a
huge potential for speech analytics
and call centre optimization.
Partington will immediately be
expanding the Canadian team to
include an additional solutions sales
manager, IEX sales manager and a
solutions engineer.
Previously, she served as a
senior account executive at Aspect
Communications Canada and
PeopleSoft Canada. She holds
degrees from University of Toronto
and Shaw’s Business College.
Aspect names new
leaders to drive firm’s
UC strategy
Aspect, a UC provider, has appointed
new executive leadership to oversee
the company’s UC strategy and
marketing. Andy Bezaitis is now the
senior vice-president of product
management and Laurie Cairns has
joined the company as the senior
vice-president of marketing.
Bezaitis brings more than 20 years
of leadership experience to his new
role. In this position, Bezaitis will
oversee a product management team
responsible for driving UC product
t Andy Bezaitis
will oversee
a product
management
team
responsible for
driving UC product
enhancements through research,
analysis, customer engagement,
competitive intelligence and field
communication.
t Laurie Cairns
brings extensive
experience
in both
software and
communications,
and has worked
closely with Aspect on strategy,
messaging and demand creation
for nearly 10 years.
enhancements through research,
analysis, customer engagement,
competitive intelligence and field
communication.
He continues acting as the
company’s primary liaison to Microsoft.
Before joining Aspect, he was the
senior vice-president of business
development at Cantata Technology.
Cairns brings more than 25 years
of marketing and brand expertise
to Aspect. Her new responsibilities
as senior vice-president include
driving marketing initiatives and
brand strategy to further Aspect’s
leadership in providing UC solutions for
enterprises and their contact centres.
Her career includes the
formation and executive
management of LEC, an integrated
branding agency founded in 1986.
She holds a business process patent
in Internet promotions, and is the
marketing committee chair of
Lumity, a non-profit organization
that leverages information
technology. She brings extensive
experience in both software and
communications, and has worked
closely with Aspect on strategy,
messaging and demand creation for
nearly 10 years.
see PEOPLE page 10
January / February 2010 contact management.ca 9

People
SQM Group bestows
leadership awards on
three executives
Three Canadian call centre
professionals were singled out for
special recognition with World Class
Leader awards by SQM Group at its
11th annual Awards of Excellence gala
in Toronto last November. They were:
John Galibert, director of customer
service with 407 ETR; Sharon Craver,
director of centralized claims for
the Insurance Corporation of British
Columbia (ICBC); and Terri Martens,
director of quality management and
communications for Rogers.
407 ETR has been an SQM client for
six years. Galibert took over leadership
of the call centre three years ago in
his present position. In 2003 First Call
Resolution (FCR) measured 54 percent.
By the third quarter of last year, it had
achieved 73 percent.
“SQM honours John with a
leadership award to recognize
that quiet and steady, constant
improvement,” says SQM Group
President & Founder Mike Desmarais.
“John has the KPI gauges reading on his
desk top all the time. As a leader he is
totally hands on and very connected to
t John Galibert,
director of
customer
service with 407
ETR, was cited
with the award
for his quiet and
steady, constant improvement in
customer service.
t Sharon Craver,
director of
centralized
claims for
the Insurance
Corporation of
British Columbia
(ICBC), was recognized for her
FCR and employee satisfaction
accomplishments.
the business and to the customer.”
Following are comments on him
from his people.
“John is a leader amongst leaders.
He always remains focused on
the task on hand. He is a visionary
leader who shares the ‘road map’
to success with his staff and the
company. He consistently strives for
continuous improvement. He has
recently implemented a continuous
improvement specialist position
within the call centre.”
“He is committed to
communicating with all levels at 407
ETR. He eloquently communicates
with various departments within 407
ETR and he shares his commitment
and vision with the board of directors
and shareholders each month.”
“He is well respected and admired
by his co-workers, staff and call
centre employees.”
Galibert has been at 407 ETR for
longer than nine years. He is currently
the director for customer service and
VEP (Video Exception Processing).
He joined 407 ETR as a team
manager in 2000. He was promoted
to manager in 2001 and finally to
director in 2005. Prior to joining
407 ETR he worked at Rogers Paging
for seven years where he was team
manager in his last position.
“I felt very proud to receive such
an acknowledgement from SQM,” he
says. “We’ve come a long way as an
organization over the past five or six
years. I have a great team in customer
service and it’s exciting to see the
results of our hard work.”
Craver was recognized by SQM as
a World Class Leader 2009, based on
her strategy and leadership to move
t Terri
Martens,
director
o f q u a l i ty
management
and
communications for
Rogers, was acknowledged
for an amazing ability to focus
on and deliver Rogers Customer
Quality Assurance program.
ICBC’s call centre forward. ICBC
is a provincial Crown corporation
established in 1973 to provide
universal auto insurance to B.C.
motorists. It is also responsible for
driver licensing, and vehicle licensing
and registration.
SQM had worked with ICBC
for 10 years but on a point in time
benchmarking basis. In 2007
Craver drove the initiative to create
alignment to the customer. She
wanted surveying at the Rep level.
Her execution of that initiative
drove FCR from 74 percent in 2005 to
86 percent today. Overall satisfaction
went from 68 to 82 percent. Last year
ICBC also showed a 13 percent increase
in employee satisfaction.
“Sharon’s people talk about the
personal touch that she has as a leader
– knowing everyone’s kids’ names and
truly caring about each person,” says
Desmarais. “She rolls up her sleeves
and gets stuck into the details. She
works long and crazy hours. She’s
passionate about what she does
and has really brought the ability to
humanize metrics to the call centre.
“A clear Sharon trait is that
whatever she does she does in
detail and deeply. An example is
when Sharon took her Insurance
Professional exams and completed
them in two years where it takes
most people four years. She is a
volunteer with the BC Alzheimer’s
Association – but not a regular
volunteer – she is the vice-president
on the board and ‘run’s the place’
according to sources close to her!”
Craver joined ICBC in 1992 after
working for IBM for 10 years. The
first 12 years of her ICBC career were
spent in the Information Services
division. She moved to the role of
director, call centres to acquire more
in-depth knowledge of claims and
ended up loving the dynamic and
fast-paced environment.
Now as director, centralized
claims, she believes it is the
employees who make it happen -
their passion and ability to provide
superior customer service results in
positive experiences for customers.
“I was thrilled and surprised to
be recognized by SQM,” says Craver.
“It means so much!! I have never
worked in an industry with such
exceptional leaders who are so willing
to share information and ideas. This
award means so much to both myself
and my team.”
Terri Martens was chosen for
a World Class Leader 2009 award
because of her amazing ability
to focus on the My Customer
program (which is what Rogers calls
its Customer Quality Assurance
program) and totally deliver.
“At SQM we have always seen this
effort and commented on it, and seen
the results that have come from it,”
says Desmarais. “What is remarkable
are the comments that have to come
to us informally from Terri’s team.
Here’s a few of them …”
“As a leader, Terri energizes me
enough to feel I would run through a
brick wall for her.”
“The difference between liking
your boss and loving your boss is
sometimes separated by one key
factor; how proud you are to report
to this person. People don’t work so
damn hard for her because they fear
her; they work so damn hard because
they can’t stand the thought of
letting her down.”
“Terri is very down to earth
and kind. One year for Christmas
she made Christmas cookies and
sweets and she came all the way
to Richmond Hill to share her
delicious homemade treats with
all the QA agents. I couldn’t believe
that someone in her position with
her busy schedule can be so kind.
She actually made the sweets and
cookies herself!”
Martens has been at Rogers for
five years as the director of quality
management and communications
for its Technical Centres (NTSD). She
recently was given the expanded
responsibilities for its National
Quality, Escalations including the
Office of the President, Customer
Escalation Team and Employee
Engagement for a New National
Customer Care.
Before coming to Rogers she spent
20 years in financial services with the
Bank of Montreal, INTRIA Items and
Equifax managing various call centres
or supporting the business in driving
Customer and Employee experience.
“I have found over the years
that building the right programs to
support the business objectives are
critical to the call centres success,”
she says. “Making sure we have
the right level of involvement from
agents and managers as well as a
great theme, reporting and tracking,
reward and recognition and lots of
fun can make the most challenging
goal a reality.”
10 contact management.ca January / February 2010

Readerboard
from readerboard page 8
Stéphane Boisvert, president,
Bell business markets, says the
CDN service is more efficient and
faster because of its scalability and
reliability.
on their network.”
This is the first CDN service in
Canada over a dedicated, networkbased
IP infrastructure. The Bell CDN
uses Limelight’s software platform
over Bell’s IP network, infrastructure,
and data centres in Canada. For
global coverage, the Bell CDN
integrates directly into Limelight’s
global network of data centres,
interconnected by a dedicated fibreoptic
backbone providing higher,
more reliable speed and greater enduser
scalability.
The Web sites associated with
Astral Media’s television networks –
such as family.ca, themovienetwork.
ca and superecran.com – will be
among the first clients to use the Bell
CDN to deliver and monetize video
content online.
“Video streaming is a key
feature of our Web sites and we see
great benefit in a service that can
efficiently deliver video content
online without the need to increase
server and network infrastructure
overhead,” says Barbara Bailie,
director, Interactive for Astral
Television Networks.
Bell Aliant wins
awards in international
competition
Bell Aliant was the big Canadian
winner with four awards in
an international call centre
competition where the winners
were announced last fall at an
awards gala in Las Vegas, NV. Hosted
by ContactCenterWorld.com, a
prominent Web site for contact
centre professionals, the awards gala
was preceded by a conference where
almost every finalist presented and
shared ideas and tips.
Awards were presented in 18
categories with recipients coming
from more than a dozen countries.
There were gold silver and bronze
awards in many of the categories.
Bell Aliant won a silver award for
best outsourcing partnership and
a bronze award for best outbound
campaign. Dennis Budden of Bell
Aliant also captured gold as best sales
agent. Denise Keating of Bell Aliant
received a bronze award in the best
supervisor category.
The only other Canadian winner
was Virgin Mobile snaring gold for
best customer service.
Talli Osbourne of Virgin Mobile
also received a bronze award for best
customer service agent.
Comedian Adam London was the
MC for the night and announced the
awards winners as follows:
Best Technology Innovation -
Internal Solution
Gold - NTUC Income (Singapore)
Silver - TMN (Portugal)
Bronze - Albridge Solutions (U.S.)
Best Outbound Campaign
Gold - Fortis Bank (Turkey)
Silver - PT Bank Mandiri (Indonesia)
Bronze - Bell Aliant (Canada)
Best Support Professional -
Information Technology
Gold - Gregor Willenberg of
Competence Call Centre (Germany)
Silver - Meidilah Dwi Ptra of PT Bank
Mandiri (Indonesia)
Best Recruitment Campaign
Gold - Mass Mutual (U.S.)
Silver - PT Contact (Portugal)
Best Technology innovation -
Vendor solution
Gold - InContact (U.S.)
Best Support Professional -
Workforce Planning
Gold - Gian Brackin of New York Life
(U.S.)
Silver - Pitut Fihanti of PT bank
Mandiri (Indonesia)
Best Customer Service Agent
Gold - Samuil Filipov of 60K
International Contact Centres
(Bulgaria)
Silver - Via Rahmadian Tinas of PT
Bank Madiri (Indonesia)
Bronze - Talli Osbourne of Virgin
Mobile (Canada)
Best Support Professional
Human Resources
Gold - Brittany Brannon of Whirlpool
Corporation (U.S.)
Silver - Yoshimi Tsue of Fujitsu
Communication Services (Japan)
Best Outsourcing Partnership
Gold - Connect Centre Limited
(Singapore)
Silver - Bell Aliant (Canada)
Bronze - IPT (South Africa)
Best Leader
Gold - Darrell Robertson of New York
Life (USA)
Silver - Catherine Foo of Connect
Contact Centre (Singapore)
Best Sales Agent
Gold - Dennis Budden of Bell Aliant
(Canada)
Silver - Stuart Clark of New York Life
(U.S.)
Best Supervisor
Gold - Zainool Aberdeen Bux of
Rewardsco Contact Centres (South
Africa)
Silver - Benny Yee of NTUC Income
(Singapore)
Bronze - Denise Keating of Bell Aliant
(Canada)
Best Trainer
Gold - Donna Walker of Vertex (UK)
Silver - Kimberly Kilby of New York
Life (U.S.)
Bronze - Masayo Shimamoto of
Transcosmos (Japan)
Best Customer Service
Gold - Virgin Mobile (Canada)
Silver - Sportingbet (Ireland)
Bronze - PT Bank Central Asia
(Indonesia)
Best Community Spirit
Gold - Startek (U.S.)
Silver - Kelly (South Africa)
Bronze - Connect centre (Singapore)
Best Contact Centre under 50
agents
Gold - Albridge Solutions (U.S.)
Best Contact Centre 51-249
agents
Gold - Link Q (Australia)
Silver - New York Life (U.S.)
Bronze - Fortis Bank (Turkey)
Best Contact Centre 250+
agents
Gold - Whirlpool Customer
eXperience center (U.S.)
Silver - VADS Berhad (Malaysia)
Bronze - Global Bilgi (Turkey)
HyperQuality to study
WildBlue to enhance
customer service
Third-party provider of quality
assurance and business intelligence
for contact centres, HyperQuality,
Inc., Seattle, WA, last fall signed an
agreement with broadband satellite
subscriber provider WildBlue
Communications to monitor,
evaluate and track customer
service calls for quality. The
agreement underscores WildBlue’s
commitment to providing the best
possible service to its subscribers.
HyperQuality will listen to
WildBlue’s customer service calls
and evaluate them for various
quality measurements, such as
whether customer needs are met on
the first call, agents are providing
all necessary details to customers,
and Internet package options are
clearly explained. As HyperQuality
evaluates calls, it tracks trends
over time, allowing WildBlue to
identify areas for improvement.
HyperQuality also provides tailored
coaching and advice for WildBlue’s
customer service agents, ensuring
that they are always striving to
improve customer service, meet
expectations and deliver the
premiere experience to WildBlue’s
customers.
January / February 2010 contact management.ca 11

Conversation with
Rhonda Tsingos
Brampton exports its
customer service to China
An exchange of expertise between the City of Brampton and a similar group in China leads
to learning in both countries. In this interview with Elizabeth Winter, Rhonda Tsingos talks
about that and her work with the City of Brampton call centre. BY Elizabeth Winter
Rhonda Tsingos is a
program manager for the
City of Brampton’s 24x7
corporate call centre and
the 311 service that was launched in
October of 2009.
311 is a free telephone number
that citizens can call to access
municipal information and services
in their city. 311 Centres answer
questions about everything from
bylaws to garbage, marriage licenses
to dog licenses.
Brampton is the 11th largest
city in Canada, home to more than
8,000 businesses and a diverse
population of more than 452,000,
which represents people from more
than 175 distinct ethnic backgrounds
who speak in excess of 70 different
languages. It had the highest rate of
population growth among Canada’s
20 largest cities in 2006.
Rhonda, how did you get into
the call centre business?
Did you choose it or did it
choose you?
It chose me, I would say. My
background was in the software
industry, managing development
projects, setting up and managing
training and customer support
operations. Brampton was looking
for a project manager to assist
with telephone customer service
enhancements such as a call centre
and 311 service. It seemed aligned
with what I was doing so I applied.
What was it like going from
the corporate world to the
municipal government world?
I had been working for small, agile
software development companies
that had global clients. They were
tiny operations so you wore tons of
different hats all the time.
When I came to the City of
Brampton, I realized that things
worked differently and sometimes
took longer to happen. I decided it
was not because it was a government
environment. Rather it was because
I was working for a much bigger
corporation. I had fun learning about
City department service delivery
areas as well as the government
side of things in Brampton: the
accountability to City Council and
the political aspects of that are really
interesting. I love it.
You just graduated from an
executive leadership program.
Brampton has a leadership
development program which I am
privileged to be part of. Each of the
seven City departments chose one
leader to participate in the program
that included attending training at
York University’s Schulich School
of Business. I graduated in October
2009 with a Masters certificate in
Municipal Leadership.
When you were setting up the
call centre and thinking about
311, where did you go for ideas
and inspiration?
I spent endless hours online and really
sourced out information from cities
that had call centres including ones
with 311 like Miami/Dade, Chicago,
and the City of Calgary I actually had
the opportunity to visit some of those
locations through the project and/ or
in conjunction with conferences that
were being held in those cities.
And I constantly networked. One
thing that is very different from the
private to the public sector is the
great sharing of information and
networking that you have. In this
environment people get together
simply to share great ideas – they say
“Hey, this worked for us, do you want
to borrow it?” That took me a while
to get used to. It’s fantastic.
I belong to an association called
the Municipal Service Delivery
Officials, which started out as a
low-key, casual group of customer
service managers working for
different municipalities, initially
in the Greater Toronto Area (GTA).
Now it is a national group that asks
and answers “How can we move to a
more customer-centric approach to
doing things?”
When you were starting 311,
what did you think would be
easy that turned out to be hard?
I never thought it was going to be
easy - ever. Over several years
we developed a call centre for
Brampton, at first to serve citizens
after hours, then expanding into
daytime, now 24x7. Brampton’s
customer service strategy
incorporated its 311 service needs
leveraging the existing call centre.
But 311, by the nature of what it is
in a two-tier municipality (The Cities
of Brampton, Mississauga and the
Town of Caledon are all located in
the Region of Peel), has a mandate
to provide access for residents and
businesses to all municipal services,
period. The regulations don’t
specify how 311 calls routed to one
location are to be managed when
there are multiple municipal service
providers. You need to work that
out, and that’s complex.
We worked hard together to find
a way to provide excellent customer
service that was cost-effective and
yet made sure that citizens got to the
right service provider. For example,
among the GTA’s 311 service providers
- Toronto, Halton, Mississauga and
Brampton in coordination with Peel
- we have call transfer protocols in
place so whenever possible we don’t
make somebody start in one 311
system and then have to go through
someone else’s from scratch.
What are your projections for
call volumes this year?
Right now our call volumes are
hovering around the 250,000 to
300,000 mark, and we anticipate that
those will increase. The biggest issue
that Brampton is facing is growth.
It has a lot of open space, and land
that’s ripe for development.
Customer service is a Council
priority. And for us, we’re constantly
looking for ways to assist City
departments- to relieve them- so
that they can focus on their service
delivery. We’re taking on more and
more beyond just taking the initial
call. For us the goal is- as much as we
can- first call resolution. We become
an extension of their customer
service.
What’s the best part
of your job?
This sounds like a cliché, but the best
part is continuous improvement: the
opportunity to build a great team,
constantly look at how things are
being done and transform them to
the next step, to make them better
and better.
You went to China last year.
How did that trip come about?
Through the Federation of Canadian
Municipalities, I was selected to
represent the City of Brampton on a
Canada/ China partnership project
that focused on improving the
labour rights of migrant workers in
China. The first part of the project
provided staff with a manual on
how to be more customer – or in
this case migrant worker – focused.
The objective now is to assist local
government officials to sustain a
more customer-centric approach as a
management team.
Because of H1N1, the Chinese
12 contact management.ca January / February 2010

Personal profile
delegation had some travel
restrictions coming to Canada last
summer, so I went there.
I was training them in Canadian
best practices and tools and also
showcasing some of the things that
the City of Brampton was doing in
terms of how to be more customeroriented.
Later in 2009, the Chinese
officials came to Brampton as part
of a broader project study tour in
Canada. Now I’m remotely supporting
them in developing a management
toolkit and staff training manual.
Is customer service part of the
Chinese culture?
Well it is, but not in terms of the
way we’re doing it here. The project
taught the Chinese officials and
staff we interacted with to be
more customer-oriented. Their
environment is traditionally very
hierarchical so to put them at the top
of the hierarchy is very different.
The fact that customers can shape
what and how your organization
needs to deliver is a very new
concept. My piece was to teach them
- as managers- how are you going to
sustain this, and how are you going to
train your staff to be more customeroriented?
You need statistics. You
need some Leadership training.
You went to China to teach, but
what did you learn on your trip?
Where do I start?
Certainly, I learned a lot about the
Chinese culture. The main thing that
I learned was how small you can feel
“Our worlds may be different, but at the end of
the day it’s all about people, and that is what
customer service is all about.”
Shown here at the Great Wall of China, Rhonda Tsingos visited China last year as part of a Canada/ China partnership project that aimed to
assist Chinese officials to sustain a more customer-centric approach.
The Chinese have embraced these
concepts and are excited about them.
Once I got there and got to learn a
little bit about them, I realized that
we are not that different. Our worlds
may be different, but at the end of
the day it’s all about people, and that
is what customer service is all about. .
You gave advice, but what is
the best piece of advice you’ve
ever been given?
Who do you admire in
business?
The leaders I admire are people I’ve
worked for at various jobs. I’ve been
really fortunate that I’ve always
had excellent coaches. That is
what works for me- rather than just
naming someone famous.
What do you do when you’re
not doing this?
Do you know your team? Do you
know your people? Do you have a
coffee break with them once in a
while? Do you have fun together? Do
you have rewards?
We’re all in public service so you
can’t just say “Okay, I’m going to pay
you more.” You need to come up
with some innovative ways on how
you’re going to reward and recognize
people. These are new concepts to
Chinese customer service.
when you’re in a place that has so
many more people than Canada.
What I learned was that despite
the differences in our history, beliefs,
systems and ways of life, at the end
of the day, when you cut through it
all, it’s all about helping people. The
project gave me the opportunity
to help- which was great. It was
exciting to represent the City of
Brampton and to share some of its
practices in leadership and customer
service excellence.
I am constantly looking for advice on
ways to grow as a leader, so I always
try to act and look the part of the
next level I want to achieve. And I
think about what it is going to take
for me to get there, and then reach
out for that.
I take advantage of every
opportunity to be mentored by
somebody I admire. I also read
everything that I can about
leadership and just start doing it.
I love to ski. My family has a cottage
in the Muskokas, so I enjoy anything
to do with boating and water. I also
love to cook.
Elizabeth Winter describes herself
as crazy about call centres and call
centre people. She is founder of the
Contact Professionals Alliance (CPA),
the largest and fastest growing
peer-to-peer contact centre group in
Canada. For more information, visit
www.cpacan.com.
January / February 2010 contact management.ca 13

Focus on FCR
Feature story
Utility powers up FCR rates
Determining how much first call resolution (FCR) contributed to positive customer satisfaction, Newfoundland Power
created a system to track and report on FCR. Here’s what was done and what was accomplished. BY RON GLEN
Newfoundland Power
was achieving fairly
high first call resolution
(FCR) rates and fairly
good customer satisfaction. But
it discovered from its quarterly
customer surveys a few years
ago that customer satisfaction
plummeted when customers had to
call back more than twice.
So as the main power distributor
on the island serving 250,000
customers, Newfoundland Power set
out to improve its FCR rates, heighten
customer satisfaction and reduce
labour costs. In the fall of 2005, a
four-member team from the utility’s
IT staff took four months to create
from scratch a system that closely
monitored and analyzed calls.
The resulting informative Webbased
system calculates and reports
FCR percentages for every call type
and each agent. It allows for drilling
down to individual accounts, both
residential and commercial, with
multiple contacts to discover and
resolve issues, create FCR targets
for each call type, and focus on FCR
by agent to determine training or
performance issues.
Karen Hancock, director, customer
relations, Newfoundland Power,
presented an overview of how this
new tracking and reporting system
was designed at the Annual Call
Centre Exhibition (ACCE) Conference
& Expo at the Mandalay Bay in Las
Vegas on October 5-9, 2009. The
Newfoundland Power case study will
also be showcased at the upcoming
ACCE 2010 conference, June 14-17,
2010, New Orleans, LA,
A 20-year employee of
Newfoundland Power, Hancock
started in marketing, moved to
communications, then energy
management, and eventually
customer service in the meter
reading and credit sides of the
business. In 2004, she was promoted
to her current position with more
frontline customer responsibilities.
Since 1997 Newfoundland Power
has conducted quarterly phone
surveys of 1200 customers. Some
survey questions related to FCR such
as whether a customer had called the
utility within the quarter and how
many times they had to call back.
Steep satisfaction slide
With just one contact, customer
satisfaction with overall service and
the contact centre was running at
92 percent. When people had to call
twice, contact centre satisfaction
dropped to 76 percent and overall
service to 70 percent. When they
had to call back three or more times,
overall service satisfaction fell to
66 percent and contact centre
satisfaction to 50 percent.
“The data was telling us that
overall satisfaction with the utility,
as well as with the contact centre,
was severely impacted by whether
the customer had to call back more
than once to resolve an issue,” says
Hancock. “But there wasn’t enough
data coming back to figure out what
to do. We didn’t know anything about
what kinds of calls they were, specific
calls versus all calls, and which agents
were affecting it more than others.”
In preparation for the IT work,
customer relations researched what
other utilities were reporting FCR and
the definitions they used, she says.
This information helped create the
reporting structure Newfoundland
Power wanted.
Data was also available in the
call centre database itself, she says.
Among other things, it showed who
called, from what account, at what
time and which agent took the call.
Calls categorized
From that, calls were classified into
different types for FCR purposes, she
says. It was a necessary first step to
deciphering the types of calls coming
in and which were leading to multiple
call backs. Calls were categorized into
six main types with some subsets.
Account maintenance covered
calls that had anything to do with
customers’ electricity accounts. This
included people relocating residences
and opening or closing accounts.
Billing was any call that had to
do with adjustments in billing and/
or where the charges were received
such as automated bank withdrawals
“Sometimes there are adjustments
that must be made against the bill
if you paid late,” explains Hancock.
“There is a discount for paying early
you may lose if you don’t pay within
a certain time. A lot of people are on
automatic payment plans through
their banks and inquiries related to
that particular process would be
within the billing type calls.”
Energy management
encompassed all energy consumption
calls and the utility’s energy
efficiency programs and the rebates
related to them.
Outage management was all calls
about power outages and street light
maintenance.
Technical and field referred to all
calls concerning new construction,
development of power to cottage
areas, or anything to do with regional
operations.
Meter reading calls were related
to how the meter is read, when and
the estimates.
Credit calls treated differently
Another major category dealt with
credit. These were calls pertaining
mainly to people not being able to
pay their bills and setting up payment
arrangements.
“We don’t treat this one the same
as the others with regards to FCR
because there is an expectation
of multiple contacts related to
credit,” says Hancock. “We actually
encourage that because we need to
maintain contact with people who
When people had to call twice, contact centre satisfaction dropped to
76 percent and overall service to 70 percent. When they had to call back
three or more times, overall service satisfaction fell to 66 percent and
contact centre satisfaction to 50 percent.
are unable to pay their bills. We are
trying to manage their payment
schedules and keep their power on.”
The tracking and reporting system
calculates an FCR percentage for
each category along with an average
overall FCR percentage, she says. It
shows what multiple calls are being
placed by account and by agent. It
discerns which agents are performing
well vis-à-vis their colleagues and
which need more training on certain
types of calls.
Process, procedural changes
Newfoundland Power went through
each call category and made changes
either to processes or the way calls
were handled in an attempt to
improve FCR percentages. Detailed
reviews of every category were
undertaken to learn what the calls
and issues were about. Then the
utility invoked solutions to change
the amount of information customers
14 contact management.ca January / February 2010

Focus on FCR
were given or how often they had to
call to get that information.
In account maintenance, the
opening and closing of accounts can
be an extensive, time consuming
process. The utility helped shorten it
for landlords.
“Landlords were calling multiple
times to determine whether their
tenants had contacted us for service
which would transfer the account
and financial responsibility from the
landlord’s name into the tenant’s
name. So we created an email
notification system for landlords so
they wouldn’t have to call us. They
were automatically sent an email
whenever any of their properties
changed hands between themselves
and their tenants so they knew which
accounts were being set up and
which were still in their name.”
In the technical area, the utility
set up an entire work management
process for its regional people, she
says. With new construction projects
customers were asking for electrical
service for a new home within a
subdivision that still needed poles
or wires installed. When other parts
of the organization got involved and
a lot of construction still needed to
be done, there often wasn’t much
information readily available to let
customers know where their job
stood and how long it was going to
take to get power.
“We created a work management
system for the regional people to
keep track of where jobs were and
how they were progressing. Then
we sent notifications to customers
at key points during the process. So
they got an email notification when
the subdivision design was finished,
another when the pole contractor was
scheduled to install the poles, another
when the electrical authorization was
complete and another when we were
scheduling the crew to go in and hook
up their new house.”
In the outage management
system, Newfoundland Power
changed the way it posted
notifications, she says. It provided
more frequent, detailed information
about the outages so people didn’t
have to call back for updates.
Agent training alterations
The utility also changed the way
agents were trained, she says. It
taught them the different types of
calls so they could answer them more
completely. Agents got briefings on
what to expect and what to do.
“We switched from training on
process and function to training on call
types. So agents received training on
say account maintenance calls, how
to open, close and move an account.
t Karen Hancock of Newfoundland Power, says data clearly showed overall satisfaction with
the utility and contact centre was severely impacted by customers having to repeat calls.
Then they practiced that in real call
settings. Then they went back to
training sessions on the next call type
“So they learned each type
individually and got to go to the call
centre in between to take actual
calls about that particular call set.
Because all the calls are now classed
into a particular call type, we were
able to give them just those kinds of
calls they were being trained on.”
All agents get their FCR
percentages monthly so they can see
how they are doing overall compared
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to their peers and also to the entire
centre, she says. Team leaders are
able to spot people who may need
extra training on a particular call type.
They send them for more training or
peer monitoring to try and improve
that particular percentage.
FCR percentages are one of the
metrics by which agent performances
are measured, she says. But it is not the
only one. Agents are also judged on
how many calls they take and customer
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January / February 2010 contact management.ca 15

Focus on FCR
Part 1
First Call Resolution–The silver bullet metric
This article is excerpted from SQM s World Class Call Center Book published in 2009 This is the first of a three part
series. The remaining two installments will appear in the next two issues of Contact Management. BY MIKE DESMARAIS
sQM is often asked, ‘What
are the most important
metrics for measuring
and managing call
center customer service and cost
performance?’ The traditional
operational metrics such as service
levels, speed of answer, talk time,
wrap-up time, calls handled by CSR,
abandon rates, occupancy rates and
call monitoring scores are all good
metrics that call centers should
continue. However, it is SQM’s
opinion that traditional operational
metrics are not proxies for measuring
the effectiveness of customer service
or the efficiency of the center’s
operating cost practices.
We have worked with many call
centers in which the service levels
are below their targets but their
Csat is improving. SQM has also seen
centers where their number of calls
handled per CSR went up and their
FCR rate dropped.
The metric SQM believes is
most important for measuring and
managing call center customer
service and cost performance is, you
guessed it, FCR.
Given FCR’s importance as an
effective metric for measuring
customer service and cost
performance, it is difficult to
understand why only approximately
50 percent of call centers actually
measure FCR. Perhaps it is because
the FCR metric is relatively new as
the vast majority of call centers have
only been measuring FCR for less
than three years. The centers that
do measure FCR performance do so
through some type of an internal
method (see Figure 64) instead of
using the VOC to determine their
FCR performance. SQM’s research
shows 70 percent of our call center
clients that measure FCR through
the VOC method improve their FCR
performance year over year.
Focusing on FCR will provide your
center with the following five benefits:
1. Reduce operating costs-- If you are
running a 68 percent FCR rating,
which is the industry benchmark
average, you need to understand
that, potentially, 32 percent of
your customers will have to call
back because their issue was not
resolved on the first call. It is also
important to note that the industry
average is 1.5 calls to resolve a
customer’s inquiry or problem.
This represents an enormous
Figure 64 - External and internal methods for measuring FCR
opportunity to reduce your
operating costs; in many centers,
this is the biggest opportunity to
reduce operating costs.
2. Improve Csat--For every 1 percent
improvement in FCR, you get a
1 percent improvement in Csat.
FCR is highly correlated to Csat. In
fact, FCR is the highest correlated
measure to Csat of all the call
center metrics. The absence of
FCR is the strongest driver of
customer dissatisfaction.
3. Increase opportunities to sell--
When a customer’s call is resolved
you increase the customer crossselling
acceptance rate by 20
percent. SQM’s research shows
that customers’ needs must
be resolved before the CSR has
earned the right to move on to any
type of sales activity. If the CSR
cross-sells before the inquiry or
problem is resolved, the customer
typically becomes irritated and
feels that the organization is
pushing its needs, rather than
serving the customer’s needs. As a
result, the fundamental customer
relationship is undermined.
4. Improve Esat. SQM’s research
clearly shows that centers with
high Esat also have high FCR.
Conversely, centers with low Esat
have low FCR. The level of stress is
very high for the CSR who handles
the second and third call from a
customer whose issue was not
resolved the first time. We believe
that improving FCR
improves both Esat
and Csat.
5. Reduce
customers at risk—
SQM’s research shows
that only 1 percent of
customers who have
their call resolved on
the first call will not
continue to use the
organization’s products
and services as a result
of their call center
experience. However,
if the call is unresolved,
8 percent of customers will not
continue to use the organization’s
products and services as a result of
their experience.
Defining FCR
Many centers struggle with
determining their FCR performance.
The main reason is because they find
it difficult to define and measure FCR.
It has been SQM’s experience that
centers are inconsistent in defining
FCR and the methods they use to
measure FCR.
SQM is often asked, What is the
difference between FCR and call
resolution? The main difference is
that call resolution may take more
than one call to achieve resolution,
whereas FCR takes only one call.
SQM’s definition of FCR
performance is the percentage of
customers who achieved first call
resolution
Here is a list of best practices for
measuring FCR:
• FCR is determined by the
customer who made the call.
• The customer is asked to complete
a post-call FCR survey.
• In the post-call FCR focused survey
the customer is asked, Was your
call resolved? and, How many calls
did you make to resolve your call?
• If the customer said their call was
resolved and in one call, then the
customer experienced FCR.
• If only one call is made, the
customer is transferred to another
CSR and the call is resolved, it is
still considered, in most cases, FCR.
• FCR is achieved even if the call
needs to be fulfilled by another
employee or department; as long
as the customer does not have to
call back about the same inquiry
or problem.
• Determine FCR performance
by LOB, segment, call center,
manager, call type, skill set,
customer value, outsourcer, etc.
Different methods of
measuring FCR
Figure 64 shows eight different
methods of measuring FCR. The first
five methods are external with the
outcome being determined by the
customer. The last three are internal
with the outcome being determined
by the organization. Call centers may
choose to use internal FCR methods,
but these are costly, less effective
and less accurate than external
methods. Our research shows when
FCR is reported by internal methods,
the call center industry average is
84 percent. However, when FCR is
reported by external methods, the
industry average is 67 percent. It
has been SQM s experience that the
16 contact management.ca January / February 2010

Focus on FCR
internal methods over inflate FCR
performance and therefore, when
your FCR performance is in the mideighties
there is no sense of urgency
to make improvements.
Figure 65
Leading and lagging indicators
Each method for measuring FCR
is useful in helping centers improve
their FCR performance. However,
the external method in which the
customer determines if their call
was resolved on the first call is what
matters the most.
Using multiple methods for
measuring FCR is a best practice
because each FCR measurement
method can be used for different
insights and accountability for
improving FCR performance. For
instance, having the CSR ask the
customer if they resolved their call,
at the end of the call, creates CSR
accountability for resolving the
customer’s call and will also reduce
the likelihood of the customer having
to call back about the same issue
or problem. Using the voice menu
or call-back customer information
allows the center’s intelligent call
routing technology to route calls
to the best CSRs. Both these FCR
measurement methods can also be
used to calculate FCR performance in
real-time.
Post-call surveys can provide FCR
and call resolution performance data
for bonus and recognition purposes
from the CSR to the VP level. Most
employees find the customer survey
results for determining FCR and
call resolution performance to be
the most credible and accurate
measurement method. Also, post-call
surveys provide information about
whether the call was resolved from a
customer’s perspective while internal
methods measure frequency of FCR
and two-plus calls, but cannot truly
determine if the customer’s call was
resolved. Internal methods can be
very helpful for root cause analysis to
determine what is causing two-plus
calls and for developing solutions for
improving FCR.
Call resolution, FCR and Csat
are leading indicators
Figure 65 shows the relationship
between leading and lagging
indicators. In SQM s experience, call
resolution, FCR and Csat are the
leading indicators of a customer
continuing to do business or
recommending the organization
to others based on their call center
experience.
The leading indicator concept is
important to note since many call
centers want to use ‘continue to do
business’ and ‘recommend to others’
as metrics to measure the center’s
performance. For customers to
continue to do business with and/
or recommend the organization to
others as a result of their call center
experience, the center must achieve
call resolution, FCR, and top box
Csat performance. Based on SQM’s
research, customers are satisfied
when their call is resolved and they are
even more satisfied when it is resolved
on the first call. In most cases, if the
customer is also treated well on the
call by the CSR, this becomes a world
class call experience for the customer.
The bottom line is that ‘the continue
to do business’ and ‘recommend to
others’ metrics cascade from call
resolution, FCR and Csat metrics.
Another important point to
mention is that the statistical
correlation among the leading
indicators are very high. However, the
statistical correlation between the
leading and the lagging indicators are
only moderately correlated.
CSRs ask customers if their call
has been resolved
Many SQM clients have their CSRs
ask customers at the end of the
call if they have resolved their call.
They set a target of 85 percent or
higher of customers that are asked
the call resolution question. This
practice slightly increases call length;
however, the real benefits of this
practice is it increases CSR awareness
and accountability to resolve
customer calls, reduces repeat calls
and improves Csat.
It is very important to mention
that many CSRs do not like asking the
call resolution question. The main
reason is that if CSRs are not able to
resolve the call, they do not want
to ask the call resolution question.
We have several clients who have
discontinued the call resolution
question practice because their CSRs
did not like asking that question.
When those clients discontinued this
practice, in most cases, their FCR and
Csat performance decreased. SQM
believes it to be a best practice to ask
the call resolution question at the
end of the call as a way to improve
FCR and Csat performance. Many
call centers end of call practices
have CSRs ask customers, ‘Is there
anything else I can do for you?’ We
consider this to be a poor practice
because it assumes that the CSR has
already resolved the customer’s call.
At SQM, we consider the following
to be best practices for using a call
resolution statement at the end of a
customer s call:
• CSR summarizes key aspects of
the call and next steps
• CSR must say call resolution
closing statement
• Note: The goal should be 85
percent of the time and business
rules need to be developed as to
when not to use the call resolution
closing statement.
• Every customer must be
consistently asked the call
resolution closing statement
• Note: The following are not call
resolution statements and should
not be used. ‘Have I answered all your
questions/concerns’ , or, ‘Are you
satisfied with the resolution’ , or, ‘Is
there anything else I can do for you?
CSRs use the following call
resolution closing statements:
• ‘Have I resolved the reason for
your call today?’ (90 percent of the
time the CSR asks this version) or
• ‘Have I given you an option to
resolve your call today?’ (10
percent of the time the CSR asks
this version)
• CSR captures a ‘yes’ or ‘no’
response on a CRM system; for
the ‘no’ response, the CSR can use
a drop down menu on the CRM
system to tag the reason for the
call being unresolved
• If customer says ‘no’ , the CSR
can ask the customer, ‘Why do
you think I have not resolved the
reason for your call?’
• Train CSRs on how to handle
customer’s ‘no’ responses to the
call resolution question
• If the CSR cannot resolve the
customer’s call, the CSR can transfer
the call to an escalation CSR
• QA team tracks CSR call resolution
performance for identifying
opportunities for FCR improvements
Use customer survey FCR data
and feedback to improve
One of the best, if not the best,
sources of data for improving
customer service and cost is
customer survey FCR data and
feedback. Customer survey data and
feedback provide great insights into
the reasons why customers did not
get their call resolved on the first call.
Collecting FCR performance data by
areas such as LOB, segment, call type,
call center, manager, supervisor, CSR,
skill set, customer value or outsourcer,
via customer surveys will determine the
areas that need to be improved. The
more areas you can collect customer
survey FCR data, the more helpful it is
identifying where the opportunities are
to improve your FCR performance.
One of the best sources of FCR
data you can collect to improve your
FCR performance is by call type.
When examining FCR performance
by call type, identify main call types
(e.g., billing) and corresponding sub
call types (e.g., balance, due date,
details, explanation, make payment
or payment arrangements) as to why
customers had to call more than once
to resolve their call. It is a best practice
u see First Call... page 18
January / February 2010 contact management.ca 17

Focus on FCR
Coming events
u from Utility... page 15 u from First Call... page 17
feedback, among other things.
Newfoundland Power has one
45-seat maximum capacity call
centre in St John’s that serves the
entire island, she says. It has full time,
part-time and remote staff. It has
seven different offices with some
remote agents in each office. The
staff complement at the St. John’s
centre ranges from 31 up to 35 agents
depending on the time of year.
Containing labour costs
Today each call costs $4 on average
in labour, she says. So decreasing
the number of calls, besides making
customers happy, assists in keeping
labour costs in line
“Labour costs are increasing all
the time so anything we can do to
help contain them is helpful for the
business. Besides trying to keep
call volumes down, we are trying
to automate the calls as much
as possible to offload as much to
technology as is reasonable.
“So the point is not to not have
contacts with customers. The point
is to ensure the contact is complete
and the customers get exactly what
they needed from us without having
to call us multiple times.”
During the last two to three years,
the number of utility calls has stayed
at about 350,000 agent calls and
about 100,000 to 150,000 automated
calls annually, she says. In the five
years prior to that, the number of calls
increased sharply just as the amount
of business with customers increased.
“There is just more going on. You
have more customer programs. You
introduce rebates, new technologies,
and different payment plans.”
In 2006 the utility’s FCR
percentage overall was 85.3 percent,
she says. It went to 87 percent in
2007, 87.6 percent in 2008. It is now
reporting 89.1 percent for 2009.
Customer satisfaction now is
running at 90 percent overall, she
says. It has moved from 87 percent in
2006 to 90 in 2008 and 2009.
“So have we contributed to it?
Is there anything else going on that
might have changed it? Could be. I
can’t say everything else remained
the same. But definitely moving
our FCR from 85 to 89 has helped
contribute to that satisfaction
percentage increase.”
to look at these sub call types when
determining which areas to improve
because they are more granular.
Examine the sub call types that have
the highest frequency for two-plus
calls by call flow, policies, work rules,
training, coaching and technology
using a Plan, Do, Check, Act (PDCA)
improvement process technique or
similar improvement process.
Another best practice for using
the customer survey FCR data is to
conduct customer surveys at both
the CSR and management level to
create VOC accountability at these
levels. Also, the customer survey
“It is difficult to
understand why only
approximately 50
percent of call
centers actually
measure FCR.”
focuses on call resolution, FCR and
Csat metrics. SQM’s research shows
that FCR performance is higher when
you conduct customer surveys and
create VOC accountability at both
the CSR and management level. FCR
has a 7 percent increase over their
baseline (before they started their
FCR improvement journey) when
surveys are conducted at both the
CSR and management level. FCR has a
3 percent increase over their baseline
when surveys are conducted only at
the management level. Again, the
best practice for customer surveying
is to conduct customer surveys and
create accountability at both the CSR
and management level because that
is where the biggest improvement
will come from due to everyone being
responsible for call resolution, FCR
and Csat performance.
Mike Desmarais is President and
Founder of SQM Group and of the
new book World Class Call Center.
The purpose of the book is to help call
center managers improve their FCR,
employee satisfaction and customer
satisfaction performance. SQM has
been benchmarking, tracking and
helping North American call centers
improve their performance for
longer than 14 years.
Coming events
March 4:
Don Morrison, BlackBerry Chief
Operating Officer at Research in
Motion headlines a who’s who list of
senior business executives confirmed
to speak at the Canadian Marketing
Association (CMA) Business of Ideas
Forum in Toronto. This event features
some of the brightest minds in
industry who will share details on the
really big and innovative ideas that can
help sustain business over the long
haul. Location is Capitol Event Theatre,
Toronto. For more information or to
register call 416-644-3748.
March 11:
The Manitoba Customer Contact
Association (MCCA) Annual
Conference is a full-day event. It
is recommended for team leads,
supervisors and managers, front line
agents, ecommerce groups, technical
support personnel and trainers.
Location is MCCA offices, 1000
Waverly St., Winnipeg, MB. For more
information, visit MCCA Web site at
www.mcca.mb.ca.
April 7:
Plum Communications is holding
the T360 Conference & Expo in
partnership with ITWorld Canada.
IT360 Conference and Expo
addresses the critical issues facing
the IT industry while providing
realistic strategies to enable the
implementation of the best and
most cost efficient solutions. The
Globe & Mail is the newspaper
sponsor. Location is the Metro Toronto
Convention Centre, Toronto. For more
information, visit www.it360.ca.
APRIL 13:
The Canadian Call Management
Association (CAM-X) presents its
School of Leadership in Toronto.
Leadership training encompasses Out
of Site, not out of Mind: Everything you
wanted to know about Remote Agents.
Covered are training best practices
and performance management.
Location is Delta Toronto Airport
Hotel. An opening reception will be
held from 6-8 p.m. the preceding
evening. For more information or to
register, visit the CAM-X Web site.
18 contact management.ca January / February 2010
APRIL 15:
The Canadian Call Management
Association (CAM-X) presents its
School of Leadership in Calgary.
Leadership training encompasses Out
of Site, not out of Mind: Everything you
wanted to know about Remote Agents.
Covered are training best practices
and performance management.
Location is Executive Royal Inn,
Calgary. An opening reception will
be held from 6-8 p.m. the preceding
evening. For more information or to
register, visit the CAM-X Web site.
MAY 6:
The HDI Trillium Chapter is holding
a conference at the Metropolitan
Hotel in downtown Toronto. Keynote
speaker is Yvonne Oswald – Become
a Time Master – “Powerful time
techniques to free up your life right
now.” The cost for members is $149
and $99 for additional members to
register from the same organization.
Non- member registration is $199.
For more information, visit the Web
site at www.hditrillium.com
MAY 12-13:
SQM Group is holding a two-day
workshop to help call centre
managers improve their first call
resolution (FCR) and customer
satisfaction (Csat). SQM has been
benchmarking, tracking, certifying
and helping leading North American
call centres improve their FCR, Esat
and Csat performance since 1996.
This workshop is based on Mike
Desmarais’ (President and Founder of
SQM) ground-breaking book, World
Class Call Center, in which he shares
best practices for improving your
FCR, Esat and Csat performance. Each
workshop attendee receives a copy of
the book, a value of $1,000. Location
is Vernon, B.C. For more information,
visit www.sqmgroup.com
JUNE 10:
ContactNB is holding its sixth annual
Awards of Excellence presentation.
The time is 5:30 p.m. and the
location is the Delta Fredericton. Our
Master of Ceremonies will be Martin
Latulippe who was a keynote speaker
at Contact Atlantic and amazed
delegates with his ability to bring the
room to tears and laughter. For more
information, visit www.contactnb.ca.

BC Awards report
BC Contact Centre
Association 2009
Awards of Excellence
BC CCA President’s Message
Contact Centre of Year Award Winner—Coast Mountain Bus Company
Employee of the Year Award Winner—Colleen Robinson
Community Spirit Award Winner—Accenture Utilities BPO Services
Vendor of the Year Award Winner—Hosted Communications Ltd.
The Judges’ Gallery
The Sponsors’ Showcase
Views from the President
Jean Mitchell, outgoing president of the British Columbia Contact Centre
Association, shares her perceptions of the festivities and summarizes who won what
at the Awards of Excellence Gala late last year..
BC Awards of
Excellence report
Jean Mitchell is now past
president of the British Columbia
Contact Centre Association.
the Awards of Excellence Gala 2009 was held
on Monday November 30, 2009 at the Delta
Airport Hotel in Richmond, BC. A cold windy
evening outside, but inside were more than
120 very excited members ready to embark on an evening
of fun , provided by Vancouver Theatre Sports, a fabulous
BC Salmon dinner, fine wine and lots of mingling with
colleagues and friends in the contact centre industry.
It warms my heart to see this every year and each year
it seems to get even grander, where prestigious companies
gather to recognize their staff and themselves. What could
be better?
Last November’s event attracted more than 25
nominees in the categories and that is an achievement,
truly an accomplishment during our current economic
state. This is the time to celebrate and recognize the stars
in our business.
I also want to recognize our judges who have taken a lot
of time to make sure all i’s and t’s were crossed. They were
Sandra Sharples, Geode Consulting, Murray Hoban, First
Call Specific, and Donna Miller, CEO of Contact Centre Canada.
And of course special recognition to the SQM Group for their
ongoing support.
The excitement builds as we announce our first winner,
Vendor of the Year which is Hosted Communications. This
is so wonderful to see, winners, their second year in a row.
Here is a short quote from their company describing their
services “Our services are easy to configure, fast to deploy
and eliminate the need for investments in hardware,
software, telephony infrastructure and maintenance...
You are able to address planned or unplanned call volume
spikes on a pay –for- use basis.”
A bit of a break with desert and now without further ado,
the winner of the Community Spirit Award is Accenture
Business Utilities BPO. Here is a quote from the United Way
of the Lower Mainland: “The company is a philanthropic
leader and demonstrates outstanding commitment to
our local community, and extends that support to all
communities across Canada where they have a presence”
Now fun time, improv provided by Theatre Sports and of
course many volunteers from the audience, just to let you
know, laughs were plentiful.
It has to be my favourite, Employee of the Year, and
we were so fortunate to have all the nominees with us.
u see Views from the President page 20
January / February 2010 contact management.ca 19

BC Awards report
from Views from the President page 19
Their names all went into a draw for the grand prize compliments of Rocky
Mountaineer Vacations, a train trip for two to Whistler. Congrats to all.
Sheila Barbagianis, 1-800-GOT-JUNK?
Shelley Brown, Pacific Blue Cross
Patricia Burnett, ICBC
Jasmine Chung, TELUS
Michel Falcon, 1-800-GOT-JUNK?
Grace Fidanza, ICBC
Rhys Green, 1-800-GOT-JUNK?
Matthew Inouye, 1-800-GOT-JUNK?
Jerome Jacobs, Pacific Blue Cross
Nancy Janze, Pacific Blue Cross
Sheryl McKernan, Vancity
Bernadette Perry, Accenture
Colleen Robinson, ICBC
Lisa Slater, BCAA
Serena Ton, Accenture
And the winner is Colleen Robinson from ICBC
And finally the Contact Centre of the Year award. The tension mounts as we
talk about the winning contact centre and what they did to make it to this level.
The company is nominated by going to extraordinary lengths to ensure that
they are an “Employer of Choice” and to provide the best in customer service.
Congratulations go to Coast Mountain Bus Company.
This Gala was most memorable for me as after more than six years serving
as President I am moving into a Past President role, (I could never stop being
involved with the industry I grew up in and still love).
The contact centre sector is one of the most advanced industries offering
jobs to many, with opportunities for a career path that can take anyone to
great heights. I have been blessed to have worked with many over the years in a
variety of ways and have seen successes everywhere.
Now, I am thrilled to pass the torch to our wonderful new leader - Beverly Lundh.
Beverly comes with a background in the contact centre industry as
practitioner and senior consultant. Beverly and I will be working with our
dedicated Board for 2010. They are: Sandra Brunsch, Ian Davis, Lyle Lee, Patrick
Louis and Jim Moore.
Contact Centre of Year Award
Winner—Coast Mountain Bus Company
Nominees were critically evaluated on a broad range of criteria. They included: employee recruitment and training
strategies; career opportunity and advancement program, employee recognition strategies, turnover rates; and
strategies for employee satisfaction and retention
Created April 1, 1999, Coast Mountain
Bus Company (CMBC) was formerly
known as BC Transit. CMBC is an
operating subsidiary of TransLink,
the South Coast British Columbia
Transportation Authority.
CMBC is a vital link in the Greater
Vancouver multi-modal public
transportation network. Riders
experience its service when they
take a CMBC bus, or cross Vancouver
harbour on SeaBus ferry service.
Training and recruitment
With recruitment, the Customer
Information Clerk (CIC) is considered
an entry level position into the
company. CMBC recruits people
through its online recruiting system
and has no difficulties attracting
people. Employees are hired
into casual positions (part time
temporary). Applicants are put
through a number of tests to qualify
for an interview.
With training, each new CIC
receives four weeks of comprehensive
training to become familiar with
the transit system and the internal
software resources. The training
is lead by an internal trainer and
includes a full day of Voice of Choice
training (internal customer service
skills class), two field trips to view
important landmarks in the transit
system and many in-class speakers.
During their first few weeks of
training each new employee will have
opportunities to shadow experienced
staff so they know what to expect.
The final week of the training consists
of taking live calls with the resource
of the trainer and fellow trainees to
aid in the integration.
Each staff member has a
supervisor that regularly meets
with them to provide feedback
and coaching. The supervisors
use recording software to review
calls with all staff, and also provide
support for all staff in obtaining
their short and long term goals.
The management team maintains
an open-door policy, encouraging
feedback and engagement with all
staff and customers.
CMBC also has several corporate
in-house training programs, some
specifically for supervisors and
managers. Management in Motion
is a five day training program
designed to equip new managers
and supervisors with the appropriate
tools and skills that will enable
them to maximize their leadership
potential. Fifteen employees
participate in the program each
session which is offered twice
annually. Several of the Customer
Information Supervisors (CIS) have
completed the training. Course
topics include: role of the supervisor/
manager; time management;
effective business communication;
developing and coaching a high
performing team; problem solving
and decision making; managing
change and transitions; and
managing conflict
The call centre always has a work
leader or team lead available. They
will be the first point of contact for
the agents when a question/concern
or query arises. They have software
resources and the ability to contact
any internal resource or vendor to aid
in resolution. The work leaders have
all worked as CICs and have a vast
knowledge of the internal processes
as well as the transit system.
All employees benefit from
on-going internal training to keep
their skills current. Much of this
is coordinated and delivered by a
Customer Information Trainer (CIT)
and work leaders. When technological
and system changes occur, each staff
member is provided one-on-one
training to become familiar.
Field trips to high-use areas are
also coordinated to ensure staff has
the confidence and tools to provide
consistent information to the public
(for example, the Canada Line
opening in August 2009).
Career advancement
Career advancement opportunities
are strongly encouraged through
internal promotion and succession
planning. Within the Human
Resources department there is a
manager for employee development,
who holds career counselling sessions
to give direction to employees who
are unsure about what opportunities
are available.
CMBC also provides tuition
reimbursement for courses taken by the
employee. If a course is directly related
20 contact management.ca January / February 2010

BC Awards report
to the employees’ current position, the
company will pay all the cost. If it is a
developmental course which will aid in
a future position, the company covers
50 percent of the cost.
A newly developed initiative is the
‘Acting’ program for various positions.
This gives employees an opportunity
to apply for various positions on a
relief basis and try different positions
without permanently changing jobs.
They not only gain the knowledge
and skills of another position, but can
determine a clear direction for their
future after having such opportunities.
Cross-training ensures people with the
right skills and abilities are able to fill in
on short notice.
CMBC also has a formal
Performance Management (PM)
program for its exempt as well as
its bargaining unit (COPE and CUPE)
employee groups. It establishes
employee’s performance objectives
to align with corporate business
objectives, and encourages regular
performance discussions between
managers and employees. This PM
program supports compensation
programs and also forms the
foundation to which CMBC’s career
planning and succession planning
is built.
The established career path for the
CIC is typically the position of Depot
Coordinator. The base requirements
for this position are knowledge of
the transit system, which is acquired
through the training and experience
in the call centre. Also, depending
on the skill set of employees prior to
joining the company, they may be
successful in other positions.
Employee recognition
Customer Information staffs are
recognized on individual outstanding
performance as well as overall
departmental achievements.
Commendations regarding
experiences with Customer
Information staff are taken by the
customer relations department and
forwarded to the corresponding
employees’ supervisor. Details
of the report are displayed on a
“Commendation Board” located in
the call centre for all staff to view.
A detailed letter of appreciation
is given each employee in receipt
of a commendation. They also
receive a gift card as a small token
of appreciation. All commendation
letters are also added to the
employee’s personnel file.
CMBC recognizes outstanding
employees by providing opportunities
through corporate sponsorship. As
an example, the American Public
Transportation Association (APTA)
Call Centre Challenge has an annual
contest to recognize the top eight
customer service representatives
working in the transit industry
throughout North America.
An internal competition is held
within the call centre to determine
who will be considered by APTA to
attend this competition. APTA then
does phone interviews and poses
scenario questions to all applicants.
For the last two years, CMBC
has had one of its staff chosen to
compete in this challenge -the
only ones from Canada. Both years
staff and spouse were flown to the
conference to participate in the
Challenge. Upon returning, their
photo was taken and displayed on the
CMBC Corporate Employee Network
and the company newsletter. In both
cases this challenge proved to be
motivating and exciting for the call
centre agents.
CMBC also targets employee
recognition through Long Service
Recognition Awards, luncheons,
summer BBQs, pizza parties and
various potlucks celebrating
multicultural holiday celebrations
to show appreciation. Corporately,
its employee communications
department is assessing the
programs in place and looking at
ways to enhance them.
Turnover rate
CMBC had a total call centre staff of
110 as of August 1, 2008. From then
until July 31, 2009, there were 77
new hires. Twelve employees quit
voluntarily and three were terminated
during that period. As of July 31,
2009, total staff numbered 102.
Employee satisfaction/
retention
CMBC retains and attracts employees
looking for a career with a growing
workforce and service area. Fulltime
employees start off with three
weeks’ vacation and 17 Flex days.
Medical and dental benefits are
also provided, along with a company
pension. The financial compensation
is also an incentive to retain the right
people. The call centre starting wage is
$20 per hour for an entry-level position.
Office staff within CMBC also
have the opportunity to seek out
job sharing opportunities. This is
especially helpful in retaining parents
and students who need to balance
their work and home responsibilities.
CMBC has recently implemented
the employee portal project, which
provides employee information,
newsletters and manuals online for
all employees. Computer kiosks have
been set up at all work locations so that
employees without a computer can
have access to the site. This is a great
tool for communicating with employees
and ensuring they feel involved.
Each office location has fitness
facilities available to employees and
provides fitness assessment, stretch
& strength, cardio training, back
workshops, health & nutrition, personal
training, and body composition.
CMBC also subsidizes a social
committee and other celebrations.
They include: annual Christmas
lunch at all locations; summer BBQs;
Long Service Recognition Awards,
In the Contact Centre of the Year category, Ken Redekop of TELUS (left)
and Rahim Jivraj of Avaya (far right) present to winners (left) Julie Bailey and
Christine Dacre of Coast Mountain Bus Company.
retirement dinners; pizza parties;
multi-cultural holiday celebrations;
staff appreciation days; retirees
last day off with pay; CMBC hockey
and golf tournament; transit soccer
tournament; environmental days and
commuter challenge.
CMBC employees also support
several community and charitable
projects helping others within the
community. They include: United
Way; construction of a wood shed at
Sasamat Lake youth camp; annual
“Balding for Dollars” fundraising
campaign for cancer; Toys for Tots
annual company Christmas toy drive;
BC Children’s Hospital Jeans Day
Button Campaign; Canadian Blood
Services; ‘Christmas Family’ –CMBC
employees volunteer each year to be
assigned a family in need.
January / February 2010 contact management.ca 21

BC Awards report
Employee of the Year Award
Winner—Colleen Robinson
The nominees for Employee of the Year were judged on a variety of criteria. They included: customer service;
having a positive impact on the workplace environment; their contribution to overall business success; community
involvement; and letters of support from their managers and customers
The 2009 winner of
Employee of Year at the
BCCCA Awards Gala was
Colleen Robinson. She
works for the Insurance Corporation
of British Columbia (ICBC) in the
centralized claims injury centre.
Customer service
“People may not remember exactly
what you did, or what you said, but
they will always remember how you
made them feel.” This quote is Colleen
Robinson’s inspiration and truly reflects
her approach and commitment to
customer service. She is passionate
about the service ICBC delivers and the
customer’s experience.
She has a long history of
exemplary customer service skills
over her 17 years of adjusting.
Handling bodily injury claims, rapport
building is critical in moving a file
forward and, ultimately, bringing
it to resolution. She always strives
to listen to each customer, and has
the ability to listen and learn what is
the customer’s biggest concern and
works to resolve that. Her “willing to
serve” attitude lets customers know
they matter and that she really cares.
With a call from an elderly woman
who was having difficulty resolving
a claim, she recognized the need to
be adaptable and spend the time to
listen to this customer and identify
her needs. As a result, she was
able to learn the woman did not
understand what the claims process
involved. She walked the woman
through the steps and was able to
resolve her claim.
The woman acknowledged the
help and appreciated the time she
took. Her description of the service
was “FANTASTIC! I am so pleased
with how I was treated by her.”
In this line of business, messages
are often delivered that are difficult
to hear. (“You’re at fault for the
accident” “Your car is not repairable.”)
She takes the approach that, even
if the customer is not happy with
the message, they need to leave the
conversation feeling as if they have
been listened to and heard. She
believes people want to be treated
with respect and hear the truth, as
difficult as it may sometimes be.
She is always approachable, eager
to assist with whatever is required,
and is never too busy to help. One of
her team members commented: “I am
amazed she gets any work done with
the number of people who ask her for
her opinion or guidance.”
She is enthusiastic about sharing
her successes with her peers and
loves to teach. She created and
presented a training session to
staff on disengagement and first
call resolution. It was designed to
ensure the customer experience was
consistent and professional. Proper
disengagements ensure files move
along and eliminate unnecessary
call-backs, but most importantly tell
customers what they need to do and
what ICBC will be doing for them.
Feedback on her training was
extremely positive and helped
increase the confidence of
adjusters on the phone. One of
her peers remarked that “Colleen’s
disengagement training brought
clarity and assisted me with my job.”
Impressively, as good as her
customer service skills are, her AHT is
below the office average.
She embodies a sense of
responsibility and understands the
importance of the role she plays as
being the front line of ICBC’s public
image. A manager commented that,
“Every customer is assured of excellent
quality of service and attention with
Colleen as their adjuster.”
Positive workplace impact
With a very pleasant demeanour,
caring attitude and a positive
disposition, she possesses the
behaviours that energize others and
motivate them to succeed. She has
taken on an unofficial leadership
role within her team as well as the
office. She is well liked and highly
regarded by the staff and leadership
team at the Centralized Claims Injury
Centre. Colleen is modest about
her contributions, but embodies
everything that a company could
want as an ambassador.
She has a strong understanding
and practice in overcoming the
barriers that phone communication
can have. She applies time saving
efficiencies that come from her
experience working in the fast
demanding pace of a contact centre
environment. She is result oriented
and prioritizes her tasks to ensure her
team remains current in their work.
The contact centre is expanding.
Unlike many who resist change, she
embraces and champions it with her
peers. She can influence others to
understand and accept the change
even when difficult.
She is part of a Structure Committee
involved in the development,
communication and monitoring of
a plan to improve the department’s
current model of operation. The
changes directly challenged core
assumptions held by staff as to how
injury claims had to be handled.
Change management had to be
done well to generate staff buy-in and
acceptance of the change. Colleen
assisted with getting staff feedback
and involvement and inspired her
team members to embrace the
change. The structure change is
improving productivity, service level
and reducing cycle time of files.
One big challenge was to increase
the answer rate. As a result of the
changes to structure, the percentage
of answered calls improved
dramatically. Staff is now motivated
to continuously improve the way ICBC
does business. She was a big part of
championing the changes and making
sure it was successfully rolled out.
She coaches her team to create
opportunities for improvement.
She quickly evaluates and resolves
issues and is always willing to go the
extra mile. She volunteers to put in
extra time to help when short staffed.
Contributions to
business success
ICBC’s vision is to be BC’s preferred
auto insurer, providing protection
and peace of mind. She performs
ICBC’s strategic goals of improving
customer perception, improving
employee experience and being
financially responsible, in everything
she does.
She identified that to successfully
handle medical benefit coverage
and expedite the recovery of
customers, it was important to have
successful communication with
the outside partners of therapists.
She recognized the therapists
were calling on the same queue as
customers which was not the best
method of communication for them.
It resulted in unnecessary phone
messages being exchanged and
clogging up the line for customers to
get through.
Colleen developed a fax form that
can be used as the primary method
of communication with therapists. In
addition, she suggested a separate
phone line for therapists if they
needed to leave more details about a
treatment plan for a customer. This
not only provided a way for corporate
customers to communicate with
ICBC more effectively, it also allowed
freeing up lines to answer claims
customers’ calls.
Colleen is a member of our VANOC
team that initiated and implemented
online procedures for handling the
unique needs of fleet customers and
the visitors to BC.
She fulfills the promises to
22 contact management.ca January / February 2010

BC Awards report
customers when they purchase their
policy by providing a hassle-free
claims process.
She is warm and engaging and
always acts with integrity and puts
her customers first. Whether it is the
first call of the day or the last, she
always treats customers like they are
the only one that matters. All her
customers are treated consistently
and professionally and she focuses on
first call resolution.
She participates as a member
of a committee responsible for
reviewing and providing input
into departmental growth,
structure changes and productivity
requirements and measures. She
has canvassed and energized her
team mates to provide positive
and constructive feedback and
implement the changes.
She inspires others with her
dedication and caring, and is a well
liked and respected member of the
office. She has an incredible sense
of humour and brings fun to her
team. She has built many personal
relationships within ICBC, and is an
engaged employee who energizes
and motivates others to be the same.
She has taken an unofficial
leadership role in teams. She has
completed this by ensuring an
effective and efficient delivery of
products and services. She has a
good understanding of the “big
picture” effect and financial impacts
her decisions could have. She finds
appropriate solutions to satisfy
customers while ensuring she meets
financial targets.
Community participation
Her core value of giving and caring
extends well beyond the office. She
is passionate about strengthening
community and connecting people
with hope.
She has three children. One of her
daughter’s is a competitive gymnast
In the Employee of the Year category, John Racich of Canadian Communication Products presents the award to winner
Colleen Robinson of ICBC –centralized claims injury centre.
at the Provincial level. Her other
daughter is a competitive dancer.
Her son has a learning disability.
She is dedicated to her children
and provides them the tools and
resources to be successful in their
individual passions and to overcome
their challenges.
Her family travelled by bus to
the town of Vicente Guerrero in the
Mexican Baja. They built a home that
now houses three families. They fund
raised not only to pay for the building
supplies, but also purchased basic
beddings, stoves, clothing and toys
for the 12 children that now call this
their home. The children’s parents
were away most of the year working
in the fields.
She volunteers for the Tri Cities
Cold Wet Weather Mat program.
During the winter months, they
transport homeless people to an
emergency shelter, and provide food,
shelter and inspiration.
She has served on the school
planning counsel for years, both at
the elementary and middle school
levels. Given the challenges her son
faced with his learning disability, she
gained the skills to help children learn
to read. She shares this skill with
others and volunteers as a reading
coach for elementary school children
at the Grade 2 and 3 level.
Colleen champions the ICBC
office United Way program. She is
involved in the planning of events
and motivating others to participate.
The ICBC office has achieved a Gold
award for three years running.
She reflects the core values that
ICBC promotes. She is dedicated to
making a difference both inside and
outside of the office with her vibrant
spirit and giving nature.
Commendations from peers
Following are a few comments from
her peers.
“Colleen is a very accommodating
individual in a team environment.
She has a very calming demeanour
and a great sense of humour…She is
very skilled in dealing with customers
especially difficult ones and always
gets positive results. In terms of the
technical knowledge of the job - she
seems to know it all. She is genuine
and caring as a co-worker. I feel very
fortunate to have worked with her
closely on a team.”
“Colleen is consistently
understanding, patient and willing to
take the time to thoroughly explain
the claims process to our telephone
customers. Even though they don’t
have the opportunity to meet her in
person, Colleen establishes a rapport
with the customer and leaves them
with a positive impression of the
corporation.”
“When Colleen is speaking to a
customer she tries to make the negative
experience of an accident turn into a
positive customer service experience.
Her tone is sympathetic while being
informative at the same time.”
January / February 2010 contact management.ca 23

BC Awards report
Community Spirit Award
Winner—Accenture Utilities BPO Services
The Community Spirit Award recognizes a company that demonstrates spirit and caring through their commitment to
enriching their community and the lives of their employees.Nominees in this category were judged on the following
criteria: community involvement, fundraising initiatives, volunteer efforts, employee participation, and letters of
support from groups with which the company was involved.
Accenture Utilities BPO
Services is a full-service
outsourcing provider
that utility companies
turn to particularly during periods
of economic uncertainty when they
want to improve profitability and
reduce costs, while simultaneously
achieving the highest level of
customer satisfaction.
Accenture’s industry-specific
outsourcing offering, Accenture
Utilities BPO Services, has the
combined consulting expertise,
outsourcing experience and position
as a utility operator that lets it deliver
high performance across the full
spectrum of utilities operations
helping them not only survive but
thrive in extraordinary market
conditions.
Community involvement
One of Accenture’s core values,
stewardship, focuses around building
a heritage for future generations,
acting with an owner mentality,
developing people, and meeting
commitments to all internal and
external stakeholders. Accenture’s
British Columbia contact centres
demonstrate ‘stewardship’ by
supporting numerous initiatives that
benefit the communities in which it
does business.
The community initiatives are
directed by a team of dedicated
employees known as the Supporting
Workplace Atmosphere Team
(S.W.A.T). Accenture’s leadership
actively sponsors and encourages
employee participation in S.W.A.T,
through the provision of paid
employee time, office space, and the
use of company assets enabling the
team to plan and execute various
campaigns. In the past a total of
415 paid employee hours have been
dedicated to support campaigns
driven by this team.
Whilst S.W.A.T contributions to
communities within BC have varied
in size and output, all have been
meaningful and beneficial to both
the recipients and the Accenture
volunteers who donate their time,
monies and efforts. Accenture gives
volunteers time to be a steward in a
way that is meaningful to them and
valuable to the recipients. S.W.A.T
is able to develop creative ideas
which encourage broad employee
participation resulting in increased
donations of time, money and
services to many worthy causes.
The initiatives S.W.A.T directed
in 2009, all actively supported by
Accenture’s 180 person contact
centres, include a diverse portfolio of
organizations:
• Terry Fox Foundation
• Rick Hansen’s Wheel in Motion
• Heart and Stroke
• Burnaby Christmas Bureau
• CIBC Run for the Cure
• BC Children’s Hospital
• Paddle for Kids
• The Salvation Army Harbour Lights
• United Way
• Food Bank
Through employee’s shared
values, Accenture has positively
impacted BC communities and
beyond. Contributions have included
providing clothes and school supplies
to needy children in Ethiopia, food for
thousands of hungry people living in
BC, and financial support to a local
girl who tragically lost her mother, an
employee of Accenture.
Fundraising activities
During the past year Accenture’s
contact centre employees have
raised more than $20,000 through
various initiatives. Additionally,
Accenture has provided an average
of 35 paid hours per month to
ensure S.W.A.T members have the
necessary time to research, organize
and execute the campaigns that will
deliver high performance in their
fundraising efforts.
Some of Accenture’s fundraising
highlights over the past year include:
• A four- month, company-wide
United Way campaign delivered
breaking results raising in excess
of $140,000 representing slightly
more than an impressive six percent
increase from 2008. Accenture
provided a loaned representative
to help drive the initiative, increase
community awareness and financial
contributions.
• Accenture was involved in
the14th Annual Charity Tournament
for the Special Olympics BC, Big
Brothers, Big Sisters and Small Talk.
This three-day, fun-filled Slo-Pitch
Baseball Tournament Weekend
event raised more than $15,000 with
Accenture employees raising an
additional $600 through refreshment
purchase / fundraising.
• Through draws, raffles and
employee volunteered time
Accenture has raised $5000 and
provided food to benefit The Greater
Vancouver Food Bank Society.
• One of Accenture’s contact
centre employees raised $4,000
for the Terry Fox Foundation, by
participating in a head shaving drive.
Overall Accenture and its employees
donated a total of $26,000 to this
worthy cause and more than $1
million to date.
• A fellow employee experienced
a home fire in late July 2009.
Accenture employees got together
and helped raise funds for this
employee during this difficult time.
• More than 300 students were
taught across 16 classes for The Junior
Achievement of British Columbia, a
not-for-profit organization committed
to inspiring and motivating BC’s
youth to take an active role in their
future through business education.
Programs offer students in grades
5-12 the opportunity to acquire
valuable business acumen, develop
leadership qualities, and discover new
career possibilities.
• During May and June Accenture
employees participated in the Heart
and Stroke Foundation’s Big Bike
event. They pedaled a monster 30-
seat bike along a small portion of its
trip across Canada to raise funds for a
worthy cause. Participation increased
250 percent from 2008, with more
than 120 people riding the Big Bike.
Total funds raised exceeded $10,000.
Accenture’s BC contact centre
employees are passionate about
their communities and are putting
a creative spin on fundraising.
During the year every contact centre
employee participated in some
fundraising activity.
Volunteer efforts
In addition to significant fundraising
contributions, Accenture is also
committed to providing employees’
professional expertise and
experience to various community
organizations, which benefit from
the donation of time and effort from
employees who are passionate about
the cause.
This passion is supported by
a broader Accenture Canada
Corporate Citizenship organization
which has asked some contact
centre employees from all levels
to drive initiatives and act as
ambassadors within the team. These
ambassadors come from all levels
of the organization and form part of
the larger team that supports 4,700
people in BC and Canada.
Accenture has contributed to
S.W.A.T by enabling and encouraging
employees to use paid time to
organize, direct and execute
community activities throughout
its contact centres to charitable
organizations chosen by team
members. Accenture has donated
a total of 415 paid employee hours
to S.W.A.T to support the larger
24 contact management.ca January / February 2010

community in British Columbia.
Passion and a commitment to the
wider community drive employees
to provide additional contributions
in the form of valuable personal
time. This in turn helps to deliver
a sense of community within the
contact centres. Specific highlights
of Accenture’s employee efforts over
the past year include:
• Employees have volunteered
personal time to serve food at the
Salvation Army Harbour Lights Soup
Kitchen.
• A contact centre employee
has made an annual personal
commitment to contribute her
time to collect donations and raise
awareness for the Paddle for Kids
Dragon Boat race raising funds for BC
Children’s hospital.
• An employee from the Vernon
location for the past four years has
volunteered her personal time to
support Wendy’s Restaurants Dream
Lift Day. The cause helps brighten a
terminally ill child’s life by sending
them to Disneyland. The employee
does this on her own time and works
the take out window of the restaurant
on the day of this campaign.
• Several contact centre
employees donate more than 10
hours a week volunteering for the
senior citizens society.
• A contact centre employee
spends 2-4 hours a week with foster
kids for the Big Brother of Greater
Vancouver.
• A contact centre employee
volunteers with local sports
associations to help support the
success of youth athletic programs
which are in constant need of parent
support to make the organizations
successful.
• Accenture provided a resource
to support the United Way campaign
efforts for four months with the
intent of driving the initiative within
its local operations.
Promoting employee
involvement
Accenture delivers the support
network that lets employees achieve
their potential, not just within the
business, but within themselves
In the Community Spirit category (from left) Beverly Lundh, board member of BC CCA. presented to winners Greg Boroevich
and Samantha Ryan of Accenture Utilities BPO Services.
and their communities. In BC,
Accenture does this by enabling
employees to actively pursue the
value-driven activities that are
personally meaningful to them,
through initiatives such as S.W.A.T,
the Canadian Corporate Citizenship
program and flexible working
arrangements.
In BC, S.W.A.T is designed to
support the community-spirited
efforts of contact centre employees
through events and fundraising
activities. During the past year
Accenture has provided S.W.A.T with
more than 415 hours of paid company
time to make things happen,
whether this is organizing an event,
raising awareness, or generating
the excitement and engagement of
staff to deliver high-performance
campaigns.
At a corporate level, Accenture
allows S.W.A.T to access and use
tools such as internal newsletters,
emails, signs, posters, presentations
at employee meetings, and
advertising campaigns on its LCD
monitors throughout the contact
centre. It also provides reasonable
access to company assets such as
computers and printers to support
volunteer efforts.
The wider Accenture community
also provides significant support to
S.W.A.T through internal knowledge
capital, and an exchange of ideas
with similar networks and groups
throughout the global organization.
In addition to supporting S.W.A.T,
many BC contact centre employees
have been recruited to apply their
passion and drive at a national
level with its Canadian Corporate
Citizenship program, a companywide
initiative to expand the
programs and opportunities available
to support the community. It allows
employees to demonstrate and
develop their leadership qualities.
Finally, Accenture recognizes
fundraising and community-led
activities cannot always take place
outside standard office hours.
Accenture enables involvement
in community-spirit initiatives by
providing a supportive, flexible
working arrangement. This not only
helps the people in the conduct
of their own personal affairs, but
allows both individuals and teams
to participate in community-driven
activities, where scheduling is out of
their control.
Testimonials
Here is what a few of the community
groups involved with Accenture have
to say about the company.
From the United Way of the
Lower Mainland: “The company
is a philanthropic leader and
demonstrates outstanding
commitment to our local community,
and extends that support to all
communities across Canada where
they have a presence.”
From the Canadian Blood Services:
“I want to express our heartfelt
appreciation for your commitment to
Canada’s blood system. Throughout
the year, you continued to support
our cause. You and your organization
play a very important role in our
health care system by encouraging
your colleagues and employees to
donate life-saving blood.”
January / February 2010 contact management.ca 25

BC Awards report
Vendor of the Year
Winner—Hosted Communications Ltd.
Nominees were judged on the following criteria--benefits of products/services, introduction of new or
innovative products/service, contact centre industry sponsorship, and letters of support from customers
Hosted Communications
provides hosted voice
and messaging services
that let businesses better
serve customers with applications
using advanced functionality such
as automated voice recognition and
text to speech. Services are easy
to configure, fast to deploy and
eliminated the need for investments in
hardware and software.
The company’s goal is to help
businesses realize their revenue
potential through its hosted ondemand,
inbound and outbound
communications services. For large
and small companies, it answers
the need to distribute inbound
calls to agents across multiple time
zones, deliver messages quickly to
large groups of people or manage
fax and voice messages as a service
repository.
employee availability, caller origin or
other customizable parameters. It
decentralizes operations through the
use of remote agents. It addresses
unpredictable call volumes without
having to over invest in infrastructure
or lose revenue opportunities due to
inadequate capacity
There are no equipment costs,
organization at the press of a button.
The outbound management service
provides three big benefits. It improves
customer contacts by delivering up to
70,000 contacts per hour. It delivers
contact statistics to improve internal
& external communications goals. It
furnishes significant ROI compared to
other contact methods.
British Columbia Contact Centre
Association (BCCCA). He has been
a supporter of many breakfasts,
tradeshows and galas and continues
to do so as well as recently joining
the Alberta Call Centre Association.
He co-sponsored a speaker at the
2006 tradeshow presenting disaster
recovery and business continuity
Benefits of services
For inbound call management,
the unique architecture of Hosted
Communications with its Virtual Call
Centre maximizes inbound calling
efficiency. There are no inbound
busy signals, on-demand system
redundancy, and centres are able to
address planned or unplanned call
volume spikes on a pay-for-use basis.
Few organizations can afford
systems and personnel that sit
idle for a good portion of each day.
Conversely, if customers can not
contact an organization due to a lack
of system capacity or a catastrophe,
business will suffer. Virtual Contact
Centre increases the efficiency of
handling inbound calls, matches
capacity to volume and provides
business continuity services without
investing in hardware, software and
facilities or creating the need for
additional human resources.
The inbound service increases
utilization and efficiency of call
centre employees and resources in
several ways. It improves call routing
based on agent skills, time of day,
In the Vendor of the Year category, Jean Mitchell, outgoing president of the BC CCA, presents award to winner Michael
Girard, president of Hosted Communications.
maintenance expenses, license fees
and virtually unlimited capacity on
demand. Users pay for what they use.
With outbound call management
Hosted Communications’
Enhanced Messaging Application
(EMA) maximizes outbound
calling efficiency by passing
“live” connections back to the
contact centre. Agents can be
automatically briefed with details
about the contact thereby greeting
them personally with no dead
air. This solution takes message
broadcasting beyond a simple
outbound application and turns it
into a two-way interactive tool so
that whether users are conducting
customer service, sales or emergency
notification initiatives, message
recipients can connect with your
New service introduction
In 2009 Hosted Communications
developed and introduced a new
service called ‘Just Checking In.’
It calls people living alone at a
predetermined time each day.
If the person picks up the phone,
the person is assumed to be okay.
But if the calls go unanswered then
a designated caregiver is called and
advised to follow-up. This innovative
service can provide peace of mind to
both the person living independently
and to the relatives or caregivers.
Contact centre support
Michael Girard, president of Hosted
Communications Ltd. has enjoyed
serving three different terms
on the Board of Directors of the
solutions and spoke on topic at a
BCCCA breakfast meeting on January
21, 2009. Hosted Communications
Ltd. also donated the use of its
hosted outbound Enhanced
Messaging Application (EMA) where
Jean Mitchell recorded a message
that was subsequently delivered to
the BCCCA membership.
Testimonial letters
Hosted Communications provided
many testimonial letters to support
its application. Following is a brief
quote from one satisfied customer,
Tourism Vancouver.
“We have not been disappointed.
The implementation was ahead of
schedule and the training as well
as the subsequent support we have
received has been exceptional.”
26 contact management.ca January / February 2010

BC Awards report
The judges’ gallery
Here are the three judges involved in choosing the
winners of the 2009 Awards of Excellence from the BC
Contact Centre Association.
Donna Miller
Donna Miller is Contact Centre
Canada’s Chief Executive Officer.
With an organizational mandate
that upholds an “industry speaks,
we listen” culture, she provides
strategic leadership to ensure that
Contact Centre Canada’s portfolio of
programs are relevant and industry
endorsed thus meeting the needs
expressed by contact centre leaders
across Canada.
In the course of her extensive
career accomplishments, she has
provided leadership and guidance
to many national and international
organizations which have included
Donna Miller is CEO of Contact
Centre Canada
significant contact centre start up
and acquisition projects. She has
been a corporate executive for more
than 20 years with positions in both
the private and public sector.
She embraces invitations from
across Canada where there are
opportunities to meet face to face
with contact centre leaders and front
line managers to discuss barriers to
achieving business goals. Her passion
for human resources and drive to
make Contact Centre Canada the ‘go
to’ place for all information relating to
the Canadian contact centre industry
have made her an asset when
tackling the difficult HR challenges in
the industry.
Murray Hoban
Murray Hoban is an executive with a
track record of successful sales and
customer service turn-around for
significant bottom line returns. He
is skilled at creating international
strategies for the tactical
implementation of customer-focused
initiatives that are strongly aligned
to the corporate objective, and is
recognized for building teams that
set and achieve international award
winning standards.
In 2008 Hoban founded a
consultancy, First Call Specific,
which focuses on enabling
companies to make the strategic
operational improvements that will
reduce costs and drive enhanced
performance. The consultancy
service uses performance metrics,
business processes, support systems,
report systems and competency
development to leverage the client
company’s competitive edge
From 2002 to 2008 he worked for
Teligence Communications where
for the last two years he served
as chief operating officer. He led
a team of eight staff responsible
for the design, operation, and
improvement of the organization’s
internal infrastructures that created
and delivered Teligence’s marketing,
business development, sales and
customer service initiatives. This
included establishing metrics with
which to judge company progress and
improve operational excellence.
From 2003 to 2006, he was
vice-president of customer service
for Teligence driving corporate
revenues within the Teligence group
of companies while partnering with
marketing, product development
Murray Hoban is founder and
partner with First Call Specific
and technology. Primary areas of
focus were the call centre, customer
intelligence, and Call-Fusion.
He was director of call centre
operations from 2002 to 2003 with
Taligence. Specific accountabilities
included: restructuring management
team to drive efficiencies;
standardizing processes; enhancing
existing systems to drive efficiencies;
reduction of employee churn;
development of call centre training
program; and development of the
HR team.
Hoban worked for AT&T Canada
from 1992 to 2002 where for the
last two years he was director
of customer service marketing
operations. He was responsible
for the development of strategic
customer-focused programs to
enhance customer satisfaction.
Primary areas of focus were the call
centres, voice maintenance centres,
data maintenance centres, and
revenue management
He was director of national call
centre operations from 1998 to 2001
responsible for integrating existing
call centres with ones acquired
through mergers and acquisitions
into one virtual centre and to develop
and implement a call centre strategy
linked to the corporate business
plan. He oversaw all areas of the call
centres including personnel, staffing,
budgets, training, operations, and
operations support.
His other positions while with
AT&T Canada included: sales manager
BC general business services; sales
manager (account development);
account executive of major accounts;
and account executive of general
business accounts. He also worked
for British Telecom subsidiary CTG as
an account representative from 1988
to 1992
Sandra C. Sharples
The client-focused skills and
experience of Sandra Sharples
come from her leadership and
organizational development
background. She is experienced in
human resources planning, career
management, contact centre
management, policy development
and implementation and uses an
analytical and creative approach
to problem solving. She has
Sandra Sharples is a partner with
GEODE CONSULTING GROUP.
developed and presented interactive
training workshops, designed and
implemented communication
surveys, career transition programs
to individuals and groups and
designed business plans as well
as conducted research and
development programs.
Sharples is a partner with GEODE
CONSULTING GROUP, providing
organizational development, human
resources and career planning/
coaching services to assist clients in
developing the skills, knowledge and
confidence they need to effectively
plan and manage change.
Before starting GEODE
CONSULTING GROUP in 1993, her
career led her to a senior role within
one of Canada’s leading suburban
newspapers. She was also the
director in the contact centre for a
leading organization in the tourism
industry.
She is committed to growth and
believes strongly in continuous
learning. Her interpersonal style
allows her to access the inherent
qualities of individuals and
organizations.
Her qualifications include an
education in Business Administration,
participation in train-the-trainer
programs for adult learners. She
is certified to administer and
interpret personality and interest
assessments. Her professional
development continues to focus on
career management, coaching and
leadership development.
Sharples is a member of the
Association for Psychological
Type and the Career Management
Association and participates on
several boards.
January / February 2010 contact management.ca 27

BC Awards report
SQM Group assesses
finalists for Call
Centre of Year award
sQM Group completed an assessment of three finalists selected
by the BC Contact Centre Association for its Call Centre of the
Year award. SQM Group completed assessments for each finalist
by surveying their customers and employees to measure overall
customer satisfaction, first call resolution (FCR) performance and overall
customer satisfaction with the CSR. The winner was chosen based on the
call centre that had the highest combined customer satisfaction (Csat) and
employee satisfaction (Esat) performance.
Since 1996, SQM Group has been a call centre specialist for benchmarking,
improving and certifying sites, managers and CSRs for their FCR, Esat and Csat
performance. SQM benchmarks more than 400 leading international call centres
on an annual basis and conducts more than 1 million surveys (over 450,000 live
surveys and over 550,000 IVR surveys) with customers who have used a call centre,
email, Web site or IVR contact channel service. SQM also conducts more than
25,000 surveys yearly with employees who work in call centres. Our customer and
employee survey databases are one of the largest databases in North America.
The sponsor showcase
Here are the sponsors for the 2009 BC Awards of Excellence along with what they were supporting.
There was no sponsor for the Vendor of the Year Award.
Platinum Sponsors:
Silver Sponsors:
The company supported the Contact Centre Employee of the Year Award
The company supported the Community Spirit Award
The company supported the Awards of Excellence Gala Reception.
Bronze Sponsor:
Media Sponsor:
28 contact management.ca January / February 2010

BC Awards report
At AIR MILES,
we go
the extra mile.
Last year, AIR MILES ® Customer Care was awarded the prestigious Contact Center Employer
of Choice Silver Designation, but this year they won GOLD. Think of it as the “Oscar” for Call
Centers. Driven by passion and dedication, they’ve gone the extra mile and proved that by all
standards, it’s a really great place to work. Today, we take extra pride in knowing that there
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Congratulations to everyone at AIR MILES ® Customer Care.
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January / February 2010 contact management.ca REV
Contact Center
Client Signature:
29
6946-09-CC-CCEOC Gold Ad Date: 7 Aug 2009
2

Software Solutions
Web-based systems
nGenera suite improves
customer interactions
The nGen Customer Interaction
Management (CIM) suite from
nGenera enhances customer
satisfaction through Webbased
self-service, assisted
service, and proactive service
offerings. Customers choose the
communication channel they prefer.
Agent productivity and response
quality increases through automated
functions, knowledge-enhanced
solutions, and an organized, singlewindow
view. Contact centre
management gains access to both
in-depth tactical dashboards and bigpicture
strategic reports for driving
consistent improvements.
nGenera CIM customers are
reportedly getting impressive
results. Vendor says a contact centre
executive recently stated that the
nGen CIM suite was the foundation
that supported all the company’s
interactions. It helped them
identify exactly who was requesting
assistance and gave contact centre
agents rapid access to a complete
history of interactions enabling
them to deal with their inquiry more
effectively.
nGen CIM suite modules include
the following.
• nGen self-service enables Web site
visitors to instantly access reliable
answers to commonly-asked
questions, decreasing reliance on
other more resource-intensive
channels such as email and chat.
• nGen email efficiently responds
to high email volumes accurately
with sophisticated email routing,
automated responses, and
customer-specific auditing.
• nGen answer enhances and
accelerates email response
management using an intelligent
system that filters incoming
email and generates automated
acknowledgements or responses.
• nGen chat offers live service and
initiates co-browsing sessions to
fulfill specific online inquiries. It
leverages proactive and reactive
capabilities to facilitate rapid
resolution at the point of service
and drives up-sell and cross-sell
initiatives.
• nGen knowledgebase builds
a comprehensive online
knowledge repository to deliver
timely, accurate information
to customers, partners, and
employees. It leverages the
sophisticated content creation
system, easy-to-use workflow
processes, and flexible reports.
• nGen click to call allows Web site
visitor to request a call-back. It
routes the request to the most
appropriate agent based on the
business rules and parameters of
choice.
For more information, visit www.
ngenera.com/cim.
WFM system is tailored to
specific user needs
The Circumference Hosted Workforce
Management (WFM) Solution is a
Web-based system tailored to an
organization’s specific needs. Many
WFM solutions are sold off-the-shelf
and inflexible. Circumference says it
understands the value of delivering
exactly what is needed.
The WFM Solution is familiar,
easy to use, and accessible 24/7. All
employees need is a phone, Web
browser, and Internet access. A highly
configurable solution, it is designed
with the growing organization
in mind. Managers can “turn on”
all of the applications, or just the
applications that are needed. This
includes the following.
• Personnel – This application
secures core information about
the organization. Each employee
file contains contact information,
role assignment, security
assignment, and more. This core
module defines the organization
structure, teams or departments,
job titles, and job descriptions.
• Training Tracking – In this
application, managers define
the pre-requisites of each job
or job description. Managers
can generate real-time reports
to view statistics of employee
qualifications for job descriptions
assigned to them. This time-saving
tool enables management to
assign training to employees and
then track individual progress to
attainment of training objectives.
• Scheduling – Managers establish
schedules, track vacation
time, sick time, leave time, and
more by employee, by team,
and by program. Colour coding
identifies under- or over-staffing
levels. Work assignments can
be transferred or allocated with
drag-and-drop and vacancies
replaced with a user-defined list
of qualified, available employees.
Depending on the organization’s
requirements, scheduling
privileges can be granted to
employees allowing them to pick
the days and shifts they prefer,
swap shifts, bid on available shifts,
and generate vacation or leave
request.
• Project Management – Project
Management is designed to
organize and track internal,
operations-specific projects.
For more information, visit www.
circumference.ca
Guest Direct unveils tech
support system
A company engaged in highspeed
Internet access support for
the hospitality industry recently
enhanced its capabilities. Guest
Direct is an Internet support service
provided by Customer Direct, St.
Louis, MO, which earlier this year
introduced CDOPS 2.0, a robust
technical support system for Guest
Direct customers. Offering multitier
call centre support to some of
the world’s finest hotels, hospitals
and apartment communities, Guest
Direct is committed to getting to the
root of Internet access problems as
quickly and as effectively as possible.
“We worked extremely hard
during the past year to make
CDOPS 2.0 the most intuitive
troubleshooting and reporting
system available,” says Rob Nolan,
president and CEO of Guest Direct.
“Guests name high-speed Internet
access as the most important
amenity in the hospitality industry
and CDOPS 2.0 will help property
managers ensure that their guests
are quickly and easily connected to
the Internet.”
Beta tested for the past year in select
properties, CDOPS 2.0 guides agents
through a consistent troubleshooting
process. The CDOPS 2.0 system is
customized to each individual property
and steers the agent to accurately
diagnose problems. Streamlining the
transaction, CDOPS 2.0 helps agents
solve 75 percent of guest problems
within the first several minutes of a call.
As agents work with guests to find
a solution, they are automatically
recording information about the
guest and the individual problem.
The program captures time of day,
specific troubleshooting steps, type
of problem and the result of the
support call. The information is then
monitored by CDOPS 2.0 and used to
create comprehensive reports about
each property. As a result, CDOPS 2.0
allows property managers to identify
call trends that may ultimately
improve a property’s high-speed
Internet access.
“CDOPS 2.0 facilitates identifying
problems that keep guests from
accessing the Internet,” says Nolan.
“For example, if we are getting
more calls than normal for a certain
see Software Solutions page 31
t Rob Nolan, president and CEO of Guest Direct, says guests name high-speed Internet access as the most important amenity in the hospitality
industry and CDOPS 2.0 helps ensure they are quickly and easily connected to the Internet.
30 contact management.ca January / February 2010

Software Solutions
property, the property managers
can see that their property is having
a spike in calls. They can easily
determine the source by looking at
CDOPS 2.0’s reports that include
statistics on what types of problems
occur. Sometimes it is a piece of
equipment or an area of the property
that needs upgrading.
“These call statistics help managers
get to the root of the problem to help
improve this amenity for their guests.
We also actively monitor all of the
network hardware at the property. If
some part of the system fails, we are
alerted and work to fix the problem
before it is even noticed. ”
Guest Direct says its track record
of being a guest-focused company
has positioned it as one of the
top customer service companies.
Every technician is meticulously
analyzed during the hiring process
and undergoes extensive training
before they answer a call. In addition,
for increased accountability, every
Guest Direct call is recorded and
stored in the system and is available
for property management to review.
Founded in 1997, Guest Direct is
a subsidiary of onshore outsource
call centre Customer Direct. For
more information, visit www.
customerdirect.com.
SaaS predictive dialer cuts
hardware costs.
Interactive voice communications
provider TCN, St. George, UT,
launched in late April
its first fully Web-based predictive
dialer. Concurrently, it released
its Agent Gateway technology,
which facilitates advanced voice
broadcasting at the call-agent level.
The TCN Predictive Dialer is
described as a groundbreaking
innovation that is a culmination of
research and development begun
nearly one decade ago. Supplied
entirely as a Web-based Software as
a Service, the Predictive Dialer makes
affordable for any organization
the rich feature set of a $200,000
traditional hardware dialer.
In harnessing the holy grail of subone-second
connections of premisebased
dialers for the Web-based
world, the TCN Predictive Dialer
also stands out for its flexibility.
Administrators can set up new call
agents, hunt groups, and predictive
dialing campaigns in literally
minutes. Companies require only
phones and Internet connections
for their call agents so that within 10
minutes they can be running a fullypredictive
campaign.
Call agents simply log in through
the Agent Gateway. As calls connect
to the agents, the customer
information appears on agents’
screens. Notes and call results can
be entered by the agents directly
through the TCN interface without
the need of interacting with a call
centre CRM.
Agents can also be coached
through calls with scripts and required
responses set up by administrators
through the Web-interface. Other
tools include manager barge-in,
manager-to-agent messaging, call
recording, and a manager dashboard
that shows all connected agents and
their call status.
Agent Gateway lets call agents
working on TCN’s voice broadcasting
platform log in to receive sub-onesecond
connections to customers
who opt to speak to an agent after
listening to a recorded message. Like
the Predictive Dialer agent interface,
the Agent Gateway interface
flashes the connected customer’s
information to the agent and allows
the agent to log notes and responses
directly through the Web interface.
Both technologies are said
to greatly enhance call centre
productivity through enabling
inexpensive customer contacts and
enhanced, call-agent-level reporting.
Companies no longer need to make
large capital investments to meet
their customer contact requirements.
Managers can track call agent
productivity per agent hour and can
monitor in real time agents’ call status.
“Companies have traditionally
had to sacrifice responsiveness
to customers because of the high
costs of traditional hardware dialers
or other methods of contact like
direct mailers,” says TCN Founder
and CEO Terrel Bird. “With TCN’s
Predictive Dialer and Agent
Gateway, companies can now use
their preferred method of contact
for pennies per contact. This is a
huge advancement for accounts
receivables, retention, and customer
service across the globe.”
TCN’s technologies are currently
available in North and South
America, Asia, and Europe. For more
information, visit www.tcup3.com.
Tool helps recapture lost
sales opportunities
Provider of call tracking,
performance evaluation, and
evaluation, CallSource, Westlake
Village, CA, last year introduced
iReview, described as a quick and
easy way for companies to review
their sales team’s interaction with
callers by using Web-based tools to
help select and evaluate employees’
individual call-handling performance.
iReview claims to improve callto-appointment
ratios, uncover
skill gaps and identify training
opportunities, help retain employees
by empowering them to succeed, and
identify best practices for replication
Calls are recorded and coded by
employee, allowing managers and
trainers to conveniently review and
score calls. A report card is generated
for each person whose calls are
reviewed.
“The ability to correct
performance problems and recapture
lost sales opportunities is crucial to
the viability of every business,” says
CallSource CEO Jerry Feldman. “This
product delivers the means to do
just that.”
CallSource Chief Strategy Officer
Elliot Leiboff notes: “Because iReview
establishes a baseline and then
measures employee performance
on an ongoing basis, businesses can
finally know exactly how effective
their training is and can quickly focus
training where it’s needed most. It’s
an invaluable management tool.”
CallSource provides online calltracking,
recording and analytics
solutions that let companies measure
advertising effectiveness, improve
return on marketing investment,
increase sales and enhance customer
service. CallSource tracks more
than 500,000 advertisements and
seven million phone calls every
month for automotive retailers and
dealer groups, media companies and
advertising agencies, and a wide
range of businesses throughout
North America. It also offers
performance analysis and training
to help clients improve marketing
and call-handling and convert more
callers into customers.
Verizon Enterprise Centre
steps up SMB self-service
Small- to medium-size business (SMB)
customers are able to take advantage
of the big-business capabilities
inherent in the Verizon Enterprise
Centre (VEC) customer portal from
Verizon Business, Basking Ridge,
N.J. In addition, Verizon Business is
helping its customers interact more
efficiently with the company through
an expanded set of automated
customer-care capabilities.
Verizon Business has extended the
range of online tools available to SMB
customers. Now, the VEC’s full suite
of services – including reviewing and
paying all their Verizon invoices, to
see Software Solutions page 32
t CallSource CEO Jerry Feldman says the ability to
correct performance problems and recapture lost sales
opportunities is crucial to the viability of every business.
t John Williamson, vice-president of ecommerce and digital CRM
for Verizon, says the company will continue to innovate and deliver
advanced automated services that both simplify and add value to
customer relationships.
January / February 2010 contact management.ca 31

Software Solutions
Other software
checking on the status of a repair
or order, to the use of network
management tools and dashboards –
is available to these businesses.
Three new VEC and eBonding
features will make the online
experience even more user-friendly
and productive for businesses of all
sizes. They are:
• A new “click-to-chat” help desk
that allows customers to speak
with a service representative
and get answers to general or
application-specific questions.
• A new billing-management tool
-- prominently placed on the VEC
dashboard -- that provides an
integrated view of a customer’s
network on a single screen, and
can deliver up to seven billing
summary reports and enable
customers to view and sort
expenses based on geography,
currency, product and service.
• Proactive delivery of alarms
directly to a customer’s event
monitor systems, made possible by
integration of the VEC dashboard
with Verizon eBonding Services.
John Williamson, vice-president
of ecommerce and digital CRM for
Verizon, says: “Our customers have
told us they want flexibility in how
they interact with us, whether by
phone with their account team
or through our sophisticated
self-service applications. We will
continue to innovate and deliver
advanced automated services that
both simplify and add value to our
customer relationships.”
Available round-the-clock, the
VEC lets business customers securely
check online the status of their orders,
review and pay bills (and select an
environmentally-friendly paperless
billing option), request new services,
and monitor their network service
performance. Verizon also recently
introduced the Verizon Enterprise
Centre Mobile service, which enables
customers to receive and access
information in near-real time on a
mobile device. To access Verizon
Enterprise Centre Mobile, users need
only a wireless Internet connection
and a mobile Web browser.
John Williamson, vice-president
of ecommerce and digital CRM
for Verizon, says the company will
continue to innovate and deliver
advanced automated services
that both simplify and add value to
customer relationships.
Other software
Platform helps telecoms
better manage data
Pitney Bowes Business Insight,
a leading global provider of data
quality and location intelligence
solutions, late last year released the
Pitney Bowes Spectrum Technology
Platform. It promises to help
telecommunications and utility
providers better manage data for
improved business operations and
cost savings.
Available are five solution areas:
data services delivered as part
of enterprise data quality, data
governance, enterprise location
intelligence, data integration and
business services addressing specific
business process challenges. This
provides telecommunications
and utility companies with a
comprehensive platform for
enterprise-wide data quality,
optimizing business operations and
delivering meaningful insight.
With improved customer data
quality, telecom and utility providers
are able to personalize customer
communications for improved
customer service. More accurate
customer data also helps providers
better target marketing efforts
by demographic and geographic
characteristics of potential customers
as well as service. The capability to
cleanse and standardize customer
addresses can result in significant
mailing and operational cost savings.
New to the Spectrum Technology
Platform is an Enterprise Routing
Module that can serve as part of a
comprehensive location intelligence
solution, or as a stand alone
business service. It enables utility
and telecommunications providers
to optimize and more efficiently
manage deployment of repair crews
for network outages or decisionmaking
with respect to opening or
closing retail sites and cell tower
placement. The routing functionality
is available in more than 30 countries.
“As the telecommunications
and utilities industries become
increasingly competitive, a significant
opportunity for competitive
advantage lies in one of a provider’s
greatest assets: customer and
network data,” says Chris Cherry,
director of communications
vertical strategy, Pitney Bowes
Business Insight. “By ensuring that
data is accurate, providers can
more efficiently manage network
problems, improve strategic
marketing efforts and enhance all
forms of customer communications.”
Rich in functionality, the platform
includes five core solutions:
• Enterprise Data Quality: Data
services provide a rich set of
functionality, helping data
stewards create and publish
business rules to remediate
quality issues with the
underlying data. Business rules
ensure data is “fit for use” (i.e.,
attributes and records are more
accurate, complete, unique and
appropriately linked).
• Data Governance: Comprehensive
data profiling functions enhance,
accelerate and de-risk data
analysis activities. This enables
data governance groups to
maintain, address and assess data
quality initiatives.
• Enterprise Location Intelligence:
Data services perform geocoding
and geo-spatial analysis on global
locations to deliver location
intelligence straight to business
processes that can benefit from
meaningful insight (i.e., network
planning, route optimization and
customer analysis).
• Data Integration: This offers data
services for access and federation
of data through certified adapters
for Oracle, Siebel and SAP
applications
• Business Services: Enterprise
Tax determines specific tax
jurisdictions for accurate
telecommunications tax rate
assignment. Global Sentry
software provides automated
watch list screening to monitor
incoming transactions in line
with worldwide fraud detection
regulations. Data Quality
Connectors, with the highest
level of certification for mySAP
applications and Oracle’s Siebel
CRM, ensure that data going into
CRM or ERP solutions is clean.
The Spectrum Technology
Platform is available now with
data and business services that
can be purchased for in-house
consumption in real-time or batch
mode, delivered as a pure hosted
service, or alternatively, as a hybrid
solution. Customers may elect to
purchase functionalities by module
or by solution.
For more information on
the Pitney Bowes Spectrum
Technology Platform and solution
modules, please visit http://ebs.
pbbiblogs.com/files/2009/08/
pbspectrumtechnology-platform2.gif.
New release of Avaya
IP Office simplifies
customer service
Avaya, Basking Ridge, NJ, last fall
launched a new version of Avaya
see Software Solutions page 33
t Chris Cherry, director of communications vertical strategy, Pitney Bowes Business Insight, says by ensuring that data is accurate, providers can more
efficiently manage network problems, improve strategic marketing efforts and enhance all forms of customer communications.
32 contact management.ca January / February 2010

Software Solutions
IP Office, the company’s flagship
communications solution for small
and medium-sized enterprises
(SMEs). The new version – Avaya IP
Office Release 5 – is software that
simplifies unified communications
and customer service for SMEs, while
delivering a range of new capabilities
improving the scalability, resiliency
and productivity of organizations.
To make communications easy for
small and medium-sized businesses,
Avaya IP Office is now offered in six
role-based solutions – tailored to
roles such as “tele-worker,” “mobile
worker,” and “customer service
agent” – each designed to meet
specific worker needs. Using this
approach, small businesses no longer
have to pick from a multitude of
application options, removing the
complexity of choosing the right
communications solution.
Avaya has also streamlined IP
Office by consolidating multiple
hardware options down to a single,
higher-capacity hardware platform.
It now supports 384 users per
system, up from 272, extending the
scalability and usefulness of an IP
Office system as a business grows.
Additionally, conferencing capacity
has been doubled from one to two
64-party bridges.
For SMEs with multiple sites,
Avaya introduces a more efficient
and reliable method of business
continuity. With Avaya IP Office
Release 5, a business site can use
servers at alternate sites to keep an IP
communications network – including
phones and voicemail – operating in
the event of an outage. For example, if
an outage occurs at a site, the system
automatically re-registers to another
IP Office site. This drives greater
network resiliency, and eliminates
the need to have a second system at
a site solely for continuity purposes,
reducing hardware and labour costs.
Avaya IP Office also delivers new
productivity-enhancing applications
for unified communications and
customer service – now accessible
via Web browser using a ‘thin client’
model. Using the Web eases user
access to essential communications
tools, while providing administrators a
simplified way to deploy and manage
communications. New Web-based
applications include one-X Portal for
Avaya IP Office, a communications
portal designed for PCs providing
workers a better way to manage phone
communications using real-time call
control, presence and call logs.
Additionally, Avaya IP Office
Release 5 introduces a powerful new
contact center reporting application
– also accessible via Web – that is
easier to install, update and use.
Customer Call Reporter can track
customer service progress and agent
productivity, while using alarms to
help administrators react to issues
in real-time. With Customer Call
Reporter, agents can see how they
are performing against workgroup
averages, while supervisors can track
factors such as the number of agents
logged on, as well as calls arriving,
waiting or lost.
“By strengthening and expanding
the range of communications
capabilities available to small
businesses today, Avaya is giving
these companies the tools necessary
to compete in today’s challenging
business environment,” says
Anthony Bartolo, vice-president and
general manager, Small and Medium
Enterprise Communications, Avaya.
“Today’s IP Office enhancements
represent our commitment to
simplify offers, and help businesses
get the most out of user-friendly
unified communications and
customer service applications.”
New Calabrio application
allows on-demand
recording controls
Provider of customer interaction
and contact centre management
software, Calabrio Inc., Minneapolis,
MN, last fall released a new Recording
Controls application for customers
using Calabrio Compliance Recording
and Quality Management or Cisco
Quality Management software. New
phone- and Web-based controls
provide on-demand audio recording
control and annotation capabilities
for anyone who communicates by
phone, including knowledge workers
and contact centre agents. The
recordings may be used for training
examples, archival, transaction
verification or legal protection.
“With this new software
application, Calabrio customers
can build on their success with our
compliance recording and quality
management software by expanding
the capabilities for non-contact
centre users,” says Tom Goodmanson,
Calabrio chief executive officer and
president. “Applications such as
these demonstrate our commitment
to extending the flexibility and
functionality of our core software,
so our partners and customers can
easily configure and support the
most appropriate solution for the
business needs.”
Calabrio’s Recording Controls
software allows knowledge workers,
contact centre agents, and other
personnel who handle critical phonebased
transactions, to control call
recording on demand. Through
their Cisco IP Phone or browserbased
controls, users can start, stop
and pause a recording, as well as
associate metadata with recorded
calls, which makes search capabilities
faster and more precise.
Users can add up to 10 customized
metadata fields to associate with
a recorded call, such as customer
names, transaction results and call
classifications. Administrators can
define or restrict the recording control
options as appropriate for each user,
ensuring the integrity of the recordings.
“There may be instances where a
business wants to put the decision
to record calls in the hands of
the knowledge worker, such as a
customer advocate, legal consul or
technical expert,” says Tim Kraskey,
Calabrio vice-president of marketing
and business development. “Our
Recording Controls software lets any
employee inside or outside of the
contact centre have more control
over the types of calls they want to
record in a variety of applications,
including financial, human resources
and customer support.”
Contact centres may also use
Recording Controls software for
contact centre agents, allowing
them to pause a recording to protect
sensitive customer data for PCI
compliance, or to record calls of
interest for legal protection when
100 percent recording is not in place.
Cisco breaks down barriers
to B-to-B collaboration
New telepresence, unified
communications, enterprise
social-software, and hosted email
technologies facilitate fundamental
changes to how organizations
communicate and collaborate
Networking connectivity supplier,
Cisco, San Jose, CA, last fall rolled
out product introductions across
all categories of its collaboration
portfolio. The company also divulged
its entrance into two new markets,
enterprise social software and hosted
email, with the goal of bringing the
collaborative power of online social
communities to businesses.
The new product introductions
span real-time and asynchronous
collaboration applications, and
collectively take advantage of the
power of video and voice-based
communications to help enable
natural, person-to-person and
business-to-business collaboration
across all media and devices.
New Cisco TelePresence, Cisco
see Software Solutions page 34
t Anthony Bartolo, vice-president and general manager,
Small and Medium Enterprise Communications, Avaya, says
IP Office enhancements help businesses get the most out of
user-friendly unified communications and customer service
applications.”
t Calabrio Chief Executive Officer and President Tom
Goodmanson says the new software lets Calabrio customers
build on their success with compliance recording and quality
management software by expanding the capabilities for noncontact
centre users.
January / February 2010 contact management.ca 33

Software Solutions
Other software
Unified Communications, and Cisco
WebEx solutions raise the bar for
inter-company collaboration by
delivering rich video, voice, and
presence capabilities across and
between organizations.
Among the new unified
communications products offered
are technologies which help enable
secure business-to-business
communications over any IP network
offering differentiated capabilities
for service providers.
New Cisco enterprise instant
messaging (IM) and presence
solutions powered by Jabber XMPP
help people quickly find, connect and
collaborate with colleagues inside
and outside their organization.
A Cisco-hosted directory of
organizations and locations with
Cisco TelePresence simplifies
the scheduling of intercompany
telepresence meetings.
Cisco’s new enterprise social
software solutions include a new
social video system which helps enable
companies to form secure video
communities around user-generated
content under enterprise control.
Cisco’s hosted email offering,
based on the Postpath acquisition,
allows IT to move to cloud efficiencies
while leveraging current investment
in the Microsoft Outlook client.
Also announced were new
medianet-enabled products to deliver
better collaborative experiences for
end-users across heterogeneous
devices, applications and clients. A
medianet is an intelligent network
optimized for rich media.
“There are a few key trends that
are creating a need for organizations
to change the way they operate;
globalization, consumerization of IT,
information overload, and increased
worker mobility,” says Tony Bates, senior
vice-president and general manager,
enterprise, commercial and small
business, Cisco. “Cisco’s collaboration
strategy and portfolio is designed
specifically to enable this new way of
working. Solutions can be implemented
on-premise, taking advantage of existing
infrastructure, or via a hosted SaaS
solution or a combination of the two.
They can be deployed in any order and
at a pace that matches a company’s
business objectives.”
Interactive Intelligence,
RightNow software improves
customer interaction
management
Interactive Intelligence, Indianapolis,
IN, and RightNow Technologies last
fall introduced integrated software
for improved customer interaction
management. The integration
combines the self-service and
agent-assisted service capabilities
of the RightNow CX customer
experience suite, with the contact
centre automation and enterprise
IP telephony functionality of the
Interactive Intelligence all-in-one
IP communications software suite,
Customer Interaction Centre (CIC).
The new integration brings the
following to the RightNow agent
desktop for increased productivity
and improved customer service:
embedded call controls, screen-pop,
multichannel queuing and routing,
click-to-dial, and unified reporting.
“By having a unified desktop for
agents and business users to manage
interactions and data, companies can
decrease call processing time, increase
call resolution rates, and improve
overall customer satisfaction,” says
RightNow’s chief solution officer,
David Vap. “Interactive Intelligence’s
single-platform architecture further
adds operational value by simplifying
installation, administration, and
customization.”
“In addition to streamlining the
agent-assisted customer experience,
this joint solution helps IT teams
reduce deployment time for faster
ROI by eliminating the need for
custom integration,” says Interactive
Intelligence vice-president of
business development, Bill Gildea.
“With our respective engagement
teams aligned, joint clients are
assured they’re receiving solid
customer experience solutions
backed by dedicated experts.”
The integration includes the
following functionality: embedded
call controls, screen-pop;
multichannel queuing and routing;
click-to-dial; and unified reporting.
From the RightNow agent
desktop, users can quickly access
full Interactive Intelligence client
functionality for call and email
management (record, hold, transfer,
mute, etc.), as well as presence
management, company directory
look-up, and more.
There is the ability to screen-pop
a pre-filled record, or if the number is
not already stored, pop a blank screen
for quick data-entry. A customization
tool allows for automated, multi-step
screen-pop tasks.
Multichannel queuing and routing
lets calls and e-mails be routed via a
universal queue and managed from
within a single screen.
Easy “mouse-click” dialling
eliminates the need to manually copy
and paste numbers into a computerbased
softphone, or dial from a desk
phone.
Call and email interactions tracked
by the Interactive Intelligence
reporting feature are now stored in
the RightNow database so users get a
unified view of interactions directly
from the RightNow “media bar.”
For more information about the
Interactive Intelligence and RightNow
integration, visit http://www.inin.
com/ProductSolutions/Pages/
Integrations-CRM-applications.aspx
Verint Impact 360 WFO
system gains Avaya Aura
certification
The Impact 360 Workforce
Optimization solution from Verint
Systems, Melville, NY, has received
certified status with key contact
centre solutions from Avaya, a
leading global provider of business
communications applications,
systems and services.
The solution was successfully
tested by Avaya in September
2009 for compatibility with Avaya
Aura Communication Manager
5.2, an extensible IP telephony
platform for enterprises. It has also
been tested with the enhanced
telephony APIs, protocols and Web
services of Avaya Aura Application
Enablement Services 4.2, which
provides access to the powerful call
processing, media and administrative
features available in Avaya Aura
Communication Manager.
Impact 360, from Verint Witness
Actionable Solutions, is a unified
suite comprised of workforce
optimization solutions that include
quality monitoring and call recording,
workforce management, analytics,
performance management,
eLearning and coaching. Designed
to help today’s customer-centric
enterprises meet and exceed
their sales, service and operations
goals—from the contact centre, to
branch and remote offices, to backoffice
operations departments—
Impact 360 helps uncover business
trends, discover the root cause of
employee and customer behaviour,
and power the right decisions to
help ensure service excellence and
achieve continuous performance
improvement across all aspects of
customer care operations.
“Through our deep integration,
Avaya Aura customers can take full
advantage of Impact 360 Workforce
Optimization to provide unified
applications on Avaya’s unified
communications platform,” says
John Bourne, senior vice-president,
global channels and alliances, Verint
Witness Actionable Solutions.
t Tony Bates, senior vice-president and general manager,
enterprise, commercial and small business, Cisco, says
solutions can be implemented on-premise, taking advantage
of existing infrastructure, or via a hosted SaaS solution or a
combination of the two.
t Bill Gildea, Interactive Intelligence vice-president of business
development, says this joint solution helps IT teams reduce
deployment time for faster ROI by eliminating the need for
custom integration
34 contact management.ca January / February 2010

Ask Affy
Need Advice? Ask Affy!
Q-Dear Affy–I have an agent where on-going coaching is not delivering any sustainable
improvement in performance. I was wondering if you can give me some advice on how to motivate
my agent to keep consistent and continually want to improve?
Apprehensively Yours, Amy
A-Dear Amy
I am glad you raised this challenge as
it is one that can be very frustrating
for many leaders. Many leaders
feel that this is the point in the
relationship to have the tough
conversation of “do it or else”. That
may be true but take a moment to
reflect and analyze what might be
holding your agent back.
Think back through your past with
this agent and be honest – Is there
a high level of trust between you?
Have you been specific enough about
what needs to change and more
importantly, what specific steps are
required to make this change? Do
you know what motivates your agent
so that you can link their WIIFM to
your feedback?
If you are missing the answers
to any one of these questions, then
start by closing these gaps before
you start the tough conversation.
If you feel you have done all of the
above, then the next conversation
is one where your agent must
make a decision to continue in
his current role by demonstrating
specific actions. To ensure that
your conversation ends with an
enthusiastic commitment to change
behaviour from your agent, consider
following these steps.
Step 1: Reserve a Time
Show your agent respect by booking
a time ahead, keeping the gap short
between your request to meet
and the actual meeting. Be very
clear about why you are meeting
and give him something to prepare
such as, “As we have worked on
________together for many months,
I would like to meet with you to talk
about what you would like to see
us do differently to make greater
progress?”
Step 2: Prepare and Rehearse
Without exception, preparation is the
key element of successful feedback
conversations. Take the time to
articulate your specific challenge
with your agent, supported by facts
and not just feelings. It will bring
clarity to the impact of your agent’s
performance to your operation.
CANADA’S PROFESSIONAL CUSTOMER CONTACT SOLUTIONS FORUM
CANADA’S PROFESSIONAL CUSTOMER CONTACT SOLUTIONS FORUM
• Write down the exact details of
the behaviour you are seeing and
what you expect.
• Determine frequency of
occurrence and its impact.
• Gather information/data that
supports your understanding.
JANUARY / FEBRUARY MARCH / APRIL MAY / JUNE
CANADA’S PROFESSIONAL CUSTOMER CONTACT SOLUTIONS FORUM
JANUARY / FEBRUARY MARCH / APRIL MAY / JUNE
ESSENTIAL THEMES
ESSENTIAL THEMES
ESSENTIAL THEMES
Rehearse your meeting with a
peer to iron out the kinks in your
delivery and be sure to focus on how
to handle possible tough responses
from your agent. For example, what
see Ask Affy page 36
EDITORIAL CALENDAR
EDITORIAL CALENDAR 2010
EDITORIAL CALENDAR 2010
2010
First call resolution
Introducing sales paradigm
Unified communications
ESSENTIAL THEMES
ESSENTIAL THEMES
ESSENTIAL THEMES
feature JANUARY stories include: / FEBRUARY stories MARCH include: / APRIL stories MAY / include: JUNE
First ˛call Processes, resolution procedures that lead to FCR
Introducing ˛ Smoothing sales shift paradigm from service to sales
Unified ˛ Tightening communications enterprise, call centre bond
feature ˛ Newfoundland stories include: Power case study
stories include:
stories include:
ESSENTIAL THEMES
ESSENTIAL Outsourcing THEMES
ESSENTIAL Social Networking
˛ Processes, procedures that lead to FCR
˛ Smoothing shift from service to sales
˛ Tightening
THEMES
enterprise, call centre bond
Special Report
stories include:
˛ Newfoundland Power case study
˛ Impact of social Web sites on role of call centre
First BC Contact call resolution Centre Association Annual Awards
Introducing ˛ Moving sales toward paradigm full business process outsourcing
Outsourcing
Unified
Social Networking
communications
feature stories include:
stories ˛ Outsourcing include: directory - Guide to call centre service
Special Report
stories include:
stories SOFTWARE include: SOLUTIONS
ANNUAL 2010 CALL CENTRE DIRECTORY ISSUE
bureaus nationally
˛ Impact of social Web sites on role of call centre
BC ˛Contact Processes, Centre procedures Association that Annual lead to Awards FCR
˛ Smoothing Moving toward shift full from business service process to salesoutsourcing
Computer Tightening Telephony enterprise, Integration, call centre Click to bond Chat, Unified
Listings and solutions for strategy & leadership, people,
˛ Newfoundland Power case study
˛ Outsourcing directory - Guide to call centre service Communications applications, VoIP systems.
operations services, and technology
Speech Analytics
SOFTWARE SOLUTIONS
ANNUAL 2010 CALL CENTRE DIRECTORY ISSUE
Outsourcing bureaus nationally
(This is collaborative effort with Contact Centre Council Social
Computer
Networking
Telephony Integration, Click to Chat, Unified
Special Listings and
SOFTWARE Report solutions for strategy & leadership, people,
SOLUTIONS
stories include:
Bonus distribution
of the Canadian Marketing Association)
Communications ˛ Impact of social applications, Web sites VoIP on role systems. of call centre
BC operations
Web-based Contact and Centre services,
systems, Association and technology
automated Annual call distribution Awards
Speech
(ACD), ˛ Moving Analytics
Feature Stories toward include: full business process outsourcing International Customer Service Association
(This
Interactive Voice Response (IVR)
is
˛ Outsourcing collaborative
Emerging science directory effort
probes - with Guide Contact
customer call intent centre Centre service Council Toronto chapter, 2010 Customer Service Conference,
SOFTWARE Bonus distribution SOLUTIONS
ANNUAL SOFTWARE 2010 SOLUTIONS
CALL CENTRE DIRECTORY ISSUE
of the bureaus Canadian nationally Marketing Association)
Mississauga, ON, mid-May
Computer International Telephony Customer Integration, Service Association Click to Chat, Unified
Listings Web-based and systems, solutions automated for strategy call & leadership, distribution people, (ACD), Feature Stories include:
SOFTWARE SOLUTIONS
Communications Toronto chapter, 2010 applications, Customer VoIP Service systems. Conference,
operations Interactive Voice and services, Response and (IVR) technology
˛ Emerging
Speech analytics Analytics science probes customer intent
Manitoba Customer Contact Association Annual General
systems, sales Force Automation (SFA), Mississauga, ON, mid-May
(This contact is collaborative management systems, effort with predictive Contact diallers Centre Council Meeting, MCCA offices
Bonus distribution
SOFTWARE SOLUTIONS
of SOFTWARE the Canadian SOLUTIONS Marketing Association)
1000 Waverly St., Winnipeg, MB, May 12
International Manitoba Customer Customer Contact Service Association Annual General
Web-based systems, automated call distribution (ACD), Feature Speech analytics
Bonus distribution
Stories include: systems, sales Force Automation (SFA),
Toronto Meeting, chapter, MCCA offices 2010 Customer Service Conference,
Interactive Voice Response (IVR)
contact
Manitoba ˛ Emerging management
Customer science systems,
Contact probes predictive
Association customer Annual intent diallers
Canadian Marketing Association National Convention,
Mississauga, 1000 Waverly
Metro Toronto ON, St.,
Convention mid-May Winnipeg, MB, May 12
Centre
Conference, MCCA offices, 1000 Waverly St., Winnipeg, MB.
SOFTWARE Bonus distribution SOLUTIONS
Toronto, May 26-27
Manitoba Canadian Marketing Customer Contact Association Association National Annual Convention, General
Speech Manitoba analytics Customer systems, Contact sales Association Force Automation Annual (SFA),
Meeting, Metro Toronto MCCA Convention offices Centre
contact Conference, management MCCA offices, systems, 1000 predictive Waverly St., diallers Winnipeg, MB.
1000 Toronto, Waverly May 26-27 St., Winnipeg, MB, May 12
Bonus distribution
Canadian Marketing Association National Convention,
Manitoba Customer Contact Association Annual
Metro Toronto Convention Centre
Conference, MCCA offices, 1000 Waverly St., Winnipeg, MB.
Toronto, May 26-27
JULY / AUGUST SEPTEMBER / OCTOBER NOVEMBER / DECEMBER
JULY / AUGUST SEPTEMBER / OCTOBER NOVEMBER / DECEMBER
ESSENTIAL THEMES
ESSENTIAL THEMES
ESSENTIAL THEMES
Customer service
At-Home Agents
Call centre culture & HR department
ESSENTIAL THEMES
ESSENTIAL THEMES
ESSENTIAL THEMES
stories include:
Stories include:
Stories include:
JULY / AUGUST SEPTEMBER / OCTOBER NOVEMBER / DECEMBER
Customer ˛ Balancing service service and self-serve options
At-Home ˛ Home Agents security concerns and case studies
Call ˛centre Aligning culture HR hiring & HR strategies department with call centre culture
stories include:
Stories include:
Stories include:
ESSENTIAL Rewards, recognition THEMES & incentives
˛ Balancing service and self-serve options
˛ Initiatives that really motivate agents
ESSENTIAL Recruiting & THEMES Training
˛ Home security concerns and case studies
˛ Best practices for hiring & retaining agents
Workforce ESSENTIAL management
˛ Aligning
THEMES
HR hiring strategies with call centre culture
˛ Maximizing workforce management, forecasting,
Customer
Rewards, recognition
service
& incentives
At-Home
Recruiting
Agents
& Training
Workforce
Call centre scheduling management
culture & HR department
stories SOFTWARE include: SOLUTIONS
Stories SOFTWARE include: SOLUTIONS
Stories include:
˛ Initiatives that really motivate agents
˛ Best practices for hiring & retaining agents
˛ Maximizing workforce management, forecasting,
Customer Balancing Relationship service Management and self-serve systems, options Business Call monitoring Home security and recording concerns and systems, case hiring studies & training SOFTWARE Aligning SOLUTIONS
scheduling
HR hiring strategies with call centre culture
Intelligence software
tools, home agent applications
Workforce optimization & scheduling systems, agent
SOFTWARE SOLUTIONS
SOFTWARE SOLUTIONS
Rewards, recognition & incentives
Recruiting & Training
Workforce productivity management
tools, Software as a Service, HR software.
Customer Relationship Management systems, Business Call monitoring and recording systems, hiring & training SOFTWARE SOLUTIONS
Bonus distribution
Bonus distribution:
Intelligence
Call ˛Centre Initiatives software
Week that Canada really Conference
motivate agents
tools,
The ˛Canadian Best home practices agent applications
Call Management for hiring & retaining Association agents
Workforce
(CAM-X) and ˛ Maximizing optimization workforce & scheduling management, systems, forecasting, agent
Bonus distribution:
productivity
Toronto, late August
Western States Telemessaging Association (WSTA) joint
scheduling tools, Software as a Service, HR software.
SQM Call Centre Conference
SOFTWARE Bonus distribution SOLUTIONS
SOFTWARE Bonus distribution:
2010 Annual SOLUTIONS
Meeting
Location TBA, late November
Customer Call Centre Relationship Week Canada Management Conference systems, Business Call The
Hard monitoring Canadian Call
Rock Hotel, and Management
Las recording Vegas, NV, systems, Association
Oct 3-6 hiring (CAM-X) & training and SOFTWARE Bonus distribution: SOLUTIONS
Intelligence Toronto, late software August
tools, Western home States agent Telemessaging applicationsAssociation (WSTA) joint Workforce SQM Call Centre
British Columbia optimization Conference
Contact & Centre scheduling Association systems, Awards agent of
2010 Annual Meeting
Contact Atlantic, Annual Conference of ContactNB
productivity Location TBA,
Excellence Gala, tools, late November
Venue Software TBA as a Service, HR software.
Bonus distribution
Bonus Hard Rock
Moncton, distribution: Hotel, Las Vegas, NV, Oct 3-6
NB, Oct 19-20
Late November/early December.
Call Centre Week Canada Conference
The Canadian Call Management Association (CAM-X) and Bonus British Columbia distribution: Contact Centre Association Awards of
Toronto, late August
Western Contact Atlantic, States Telemessaging Annual Conference Association of ContactNB (WSTA) joint
2010 Moncton, Annual NB, Meeting Oct 19-20
Hard Rock Hotel, Las Vegas, NV, Oct 3-6
Contact Atlantic, Annual Conference of ContactNB
Moncton, NB, Oct 19-20
SQM Excellence Call Centre Gala, Venue Conference TBA
Location Late November/early TBA, late November December.
British Columbia Contact Centre Association Awards of
Excellence Gala, Venue TBA
Late November/early December.
January / February 2010 contact management.ca 35

Ask Affy
from Ask Affy page 35
will you say if your agent responds
that nothing is wrong and everything
looks fine to him?
Step 3: Set the Agenda
Start the dialogue by letting him
know what he can expect. It might
sound like this. “Thanks for taking
the time with me today. You’ve been
doing well in a number of areas such
as ______. We have both seen that
our coaching sessions about _______
(the behaviour you are working on)
has not resulted in too much change.
My intent today is to be open so we
can discuss some solutions together
to see greater improvement and
ensure your success, fair enough? “
Step 4: Listen
Allow him to respond and then listen
carefully – his perspective is essential
to ensuring that change will happen.
Elaborate by clearly laying out the
behaviour that needs changing
supported by facts using a neutral
“Without exception, preparation is the key
element of successful feedback conversations.”
tone. Be clear and describe the impact
of his behaviour on you, your team,
your customers or your company.
Step 5: Share Options and
Strategies
It’s important to remember that this
is his issue, not yours, so don’t “take
the monkey”. Your job as his leader
is to help create solutions that he is
accountable for and will put into action.
Step 6: Reinforce the
Relationship
To ensure that the relationship
remains strong, finish the
conversation with a positive
affirmation of your confidence in him.
Step 7: Stop…Reflect…Record
Quickly take a moment to write down
the details of what was discussed,
including the exact commitments
made and check- in points.
Step 8: Follow through and
Follow Up
Always deliver on YOUR commitments.
Reschedule a follow up for the same
day or the next day. Look for ways
to recognize and acknowledge your
agent, particularly when you see
performance improving!
Amy, if you follow these eight
steps and approach the conversation
without criticism and judgement, I’m
confident you will get the positive
outcome that you’re looking for.
Good luck!
Afshan Kinder has 20 year’s
experience in the call centre
industry. She is a partner at
Switchgear Consulting, one of
Canada’s foremost consulting
groups for contact centres
specializing in accelerating
revenue growth, lowering
costs and taking Employee and
Customer Satisfaction to a higher
level. Results are achieved by
unleashing the natural leadership
of front-line managers for inhouse
and outsourced centres.
Please send your Ask Affy question
to ron@contactmanagement.ca.
We’ll run the Q&A anonymously in
the next issue.
icmi.com | 800.672.6177
ICMI training provides all contact centre professionals—
from frontline agents to executives — with skills to improve
service levels, increase employee engagement, and raise the
overall value of the contact centre in your organization.
ICMI Symposium • April 27-30 | Toronto, Canada
Featuring Brad Cleveland, ICMI Founding Partner and Sr. Advisor
• Essential Skills and Knowledge for Effective Contact
Centre Management
• Monitoring and Coaching for Improved Contact Centre Performance
• The Workforce Management Bootcamp
• Smart Strategy = Strong Leadership
Learn More at icmi.com/torontosymposium
ICMI will also be in the following cities this year! — Register for individual training courses at icmi.com/training
Edmonton, AB
May 11-12 Essential Skills and Knowledge for Effective Contact
Centre Management
May 13-14 Monitoring and Coaching for Improved Contact
Centre Performance
Winnipeg, MB
June 22-23 Essential Skills and Knowledge for Effective Contact
Centre Management
June 24-25 Monitoring and Coaching for Improved Contact
Centre Performance
36 contact management.ca January / February 2010

Association News
The International Customer Service
Association Toronto Chapter
continued to grow in 2009 despite
the economy. Our loyal members
have been spreading the wonderful
news about the benefits of ICSA.
New council members are: Eric
Esguerra from Staples Advantage,
Lorna Ferguson from CIBC, Roberto
Nardi from Heritage Education Funds
and Amar Sidhu from Trader. They
are excited to be part of the ICSA and
look forward to helping improve the
vast array of services and benefits
offered to members. This expansion
strengthens the association and
allows us to set our goals a little
higher for 2010.
The final quarter of 2009 was
eventful for the ICSA Toronto Chapter. It
hosted several public training sessions
including Coaching for Performance
Certification, Leadership Certification
and the pilot session for a new program,
Service that Sells Certification. It was
also invited to provide customized onsite
training for several organizations for
these programs.
The always popular Staff
Appreciation Night in October
welcomed more than 100
participants and recognized
a number of winners. Dolly
Konzelmann, the president of ICSA
was interviewed by the Globe and
Mail and a prominent business
magazine on the realities of customer
service. Dolly and Irene Anderson
were invited to speak at George
Brown College on impact of customer
service to third year students.
Finally the association’s presence
at the Health Achieve Conference
in November as an exhibitor helped
spread the word about the ICSA and
garnered new friends. Seeing Brent
Butt was also a thrill (for those of us
who are Corner Gas fans).
Planning has begun for the 2010
Customer Service Conference
coming this May in Greater Toronto
Area. Past delegates come from
all over Canada and the US to learn
of the latest best practices used
throughout the industry. From call
centre technology to recruitment to
leadership skills, the May Conference
provides insight and information on
the most current topics and pressing
issues within the Customer Service
world. Here you will learn from your
peers how the most successful and
innovative organizations continue
to provide world-class service that
every organization looks to achieve.
We are seeking vendors, speakers
and sponsors. If you feel you would
benefit from being a part of our
success, visit our website at www.
icsa.on.ca or call us at 905-477-5544.
Doug Swift of Tigertel
Communications Inc. has won the
2009 Tom Ryan Ethics, Integrity
and Quality Award. This prestigious
honour was accepted at the 45th
Annual CAM-X Convention and Trade
Show held recently at the Delta
Grand Okanagan in Kelowna, BC.
The coveted Tom Ryan Award is
QUALITY & PERFORMANCE MANAGEMENT by eTALK CORPORATION
Monitor • Measure • Improve • Understand
For over 15 years, Xentrax has been
a pioneer in offering innovative turn
key Contact Centre Software solutions
to the Canadian Marketplace. It is our
singular focus and specialized expertise
in Workforce Optimization that allows our
customers to rapidly leverage the power
hidden within their contact centres.
As etalk’s certified Canadian partner,
Xentrax provides Systems Installation,
Product Training and On-going Product
Support of the Qfiniti Quality and
Performance Management Suite
of Products.
To learn how we have powered some of
Canada’s more customer focused contact centres,
call 888-XENTRAX (888-936-8729) or
email us at info@xentrax.com.
presented annually in memory of one
of the contact management field’s
most ardent advocates, Tom Ryan - a
pioneer of the telephone message
industry. This industry-specific award
pays homage to companies that
exhibit quality service while adhering
to a mandate based on commitment
to ethics and integrity above all else.
see Association News page 38
Innovative Contact Centre Solutions
January / February 2010 contact management.ca 37

Association News
from Association News page 37
Also taken into consideration is
the company’s overall dedication
to maintaining a cohesive working
environment, practicing ongoing
internal and external customer
service initiatives and continuous
involvement in industry and
community programs.
An Edmonton luncheon meeting
last December of the Alberta
Call Centre Association (ACCA)
focused on social media in contact
centres. With the dawn of Web 2.0,
collaborative networking and social
media, the world of telephony has
seen innovations that promote
positive interactions, enhance the
customer experience, and facilitate
organizational needs in operations,
support and sales.
This presentation was a case study
on the use of Web 2.0 and multichannel
technologies by Athabasca
University to create an effective
communication and self-service
framework for its constituents. Three
presenters from varied backgrounds
provided different perspectives on
the technology and business benefits
that have been realized and are
planned through the implementation
of telephony and Web technologies.
connected to our members to hear what
challenges and vision they have for the
future, so we in turn can be there ready
to support and train for those needs.
The 2010 Conference is scheduled
for March 11, 2010 and will be held at
our new facilities.
In the New Year we will continue
to shape programming and training
to support our members. The MCCA
Team has been offering and delivering
customized training on site.
The MCCA held its annual MECCA
Awards Ga la on November 12, 2009
with more than 250 industry guests
attending. It recognizes excellence
in the customer contact centre
industry. Awards were presented in
the following categories:
Community Award: MTS Allstream
Technology Award: Provincial
Health Contact Centre/Centre
provincial de communication en
matière de santé
Environment Award: Manitoba Blue
Cross, RBC Royal Bank Customer
Contact Centre
Training & Performance
Management Award: Provincial
Health Contact Centre/Centre
provincial de communication en
matière de santé, RBC Royal Bank
Customer Contact Centre
Employee Satisfaction Award:
Provincial Health Contact Centre/
Centre provincial de communication
en matière de santé, MTS Allstream
Thirty-three contact centre
professionals were recognized as
Representative and/or Manager of the
Year at this prestigious event.
The association was busy planning
events at the end of 2009. There
were two networking sessions and on
December 9th a breakfast event was held
to discuss the H1N1 virus and its potential
impact on our Industry. Representatives
from Capital Health, Xerox and
Staples presented. It was an excellent,
informative session and best practices
MarketPlace
were shared that can help all contact
centre’s minimize the impact of H1N1.
Events early in 2010 included a Trivia
Night on January 14th and a Breakfast
learning event entitled ‘Motivating
Employees in Your Organization’ on
February 10th. For more information
visit the Web site at http://www.
contactcentrenovascotia.com/.
TM
The Manitoba Contact Centre Tours
were once again a wonderful success.
Thanks are extended to the host
centres and everyone involved. This is
a positive way to promote our industry.
In spring 2010, the Manitoba Customer
Contact Centre (MCCA) will host more
tours so check Web site for details
The new Web site continues
to evolve as additional areas are
developed for member use.
A number of exciting events this
year started with a sharing of “Best
Practices and Home Based Agents” in
January, followed by another Industry
Round Table the following week. With
such global change happening, it is
more important than ever to stay closely
In terms of support from the
Province, Contact Centre Nova Scotia
(CCNS) was given the opportunity to
present to the Board of Nova Scotia
Business Inc. back in November.
The presentation was an overview
of the mandate of the association
and explained the importance of
the contact centre industry in Nova
Scotia. Hopefully the Board took
away a renewed faith in our sector
and will continue to support it.
CCNS announced a new interim vicepresident
internal. It is Sandy Ross who
is a senior executive with Register.com.
CALL CENTER & CUSTOMER SERVICE JOBS
Gexel Telecom specializes in delivering the most effective mix of
live people and automated solutions to meet your requirements.
Our qualified, reliable, proactive, multilingual contact center
team is committed to the success, growth, profitability of our
clients.
Our range of services includes:
Customer & technical support
Account retention, order taking
Incentive selling and cross-selling
Telemarketing, Activation, renewal
Also inquire with us today about our Emergency services and
our automated interactive, outbound and inbound voice
messaging service that can reach thousands of recipients per
hour via phone, SMS or Email.
For further information, please call 1.800.263.5161 Ext.500
or visit us at www.gexel.com
38 contact management.ca January / February 2010

Association News
40
42
44
48
Strategy & Leadership Solutions
People Solutions
Operations & Service Solutions
Technology Solutions
January / February 2010 contact management.ca 39

Contact Centre Industry Directory Listings Strategy & Leadership Solutions
STRATEGY &
LEADERSHIP SOLUTIONS
Associations
Change Management
Conference/Exhibitions
Economic Development
Depts
Government Assistance
Programs
Industry Awards Programs
Industry Consultants
Industry Research & Trends
Mergers & Acquisitions
Other Industry Organizations
Site Selection Services
Standards & Legislations
Telemanagement Consulting
Web-Based/Online
Communities
ALBERTA CALL
CENTRE ASSOCIATION
201, 5403 Crowchild Trail NW
Calgary, AB T3B 4Z1
www.abcallcentre.com
P: 403-541-0911
F: 403-541-0915
e: info@abcallcentre.com
Contact: Greg McPherson
BCE ELIX INC.
510-14 Place Du Commerce
Verdun, QC H3E 1T5
www.bceelix.com
P: 514-768-1000
F: 514-768-7680
e: info@bceelix.com
Contact: Rita Azrak,
Director of Marketing
BRITISH COLUMBIA CONTACT
CENTRE ASSOCIATION
102-211 Columbia St
Vancouver, BC V6A 2R5
www.bccontactcentre.com
P: 604-682-0296
Contact: Jean Mitchell
C4 CALL CENTRE CONSULTING
CONNECTIONS
43 Fenley Dr
Etobicoke, ON M9R 1M5
Contact: Catherine Snary, Consultant
CALL CENTER INDUSTRY
ADVISORY COUNCIL (CIAC)
206-5200 Maryland Way
Brentwood, TN 37027
P: 262-549-9233
e: llauritzen@ciaccertification.com
Contact: Linda Lauritzen
CANADIAN CALL MANAGEMENT
ASSOCIATION (CAM-X)
24 Olive Street
Grimsby, ON L3M 2B6
www.camx.ca
P: 905-309-0224
F: 905-309-0225
e: linda@camx.ca
Contact: Linda Osip, Executive Director
As the National voice for the Call
Management industry, CAM-X
contributes to our member’s
profitability by fostering a
willingness to exchange ideas,
experiences and solutions while
promoting the general welfare and
ethical standards of the industry.
CAM-X offers:
• Annual Convention & Trade Show
• Industry specific Supervisor training
with the Call Centre Coaching Clinics
in Eastern and Western Canada
• CSR & Supervisor Certification
• Benchmarking Awards Programs
• Award of Excellence and Call Centre
Award of Distinction
• Member and Supervisor list services
CAM-X is a wonderful networking and
educational resource for the Call Centre and
Telephone Answering Service industries
CITY OF HAMILTON
One James Streeth S, 8th Fl
Hamilton, ON L8P 4R5
www.investinhamilton.ca
P: 905-546-2424 x4475
F: 905-546-4107
www.investhamilton.ca
e: nschleeh@city.hamilton.on.ca
Contact: Jennifer Paterson
CMA, CANADIAN
MARKETING ASSOCIATION
607-1 Concorde Gate
Toronto, ON M3C 3N6
www.the-cma.org
P: 416-391-2362
F: 416-441-4062
e: sbartley@the-cma.org
Contact: Scott Bartley,
(Call Centre Council)
COMPASS MANAGEMENT
CONSULTING LTD
101-7145 West Credit Ave
Mississauga, ON L5N 6J7
www.compassmc.com
P: 905-813-7277
F: 905-813-8777
e: info@compassmc.com
Contact: Simon Scarrot,
Marketing Manager
CONTACT CENTRE CANADA
130 Albert Street, Suite 1900
Ottawa, ON K1P 5G4
P: 613-232-2063 x225
F: 613-232-9164
www.contactcentrecanada.ca
Contact: Amy O’Brien
Contact Centre Canada (CCC) is a
non-profit organization dedicated to
promoting industry-driven initiatives
within the Canadian contact centre
vertical. Established in 2004, CCC is
funded by the Human Resources and
Skills Development Canada (HRSDC)
Sector Council Program and works
to bridge the distance between
employers and its workforce through
the development of human resource
tools and the dissemination of
Canadian industry specific research
reports, labour market data and best
practices in Canada.
CCC embraces invitations from
across Canada for face-to-face
meetings with contact centre
leaders and front line managers
to discuss barriers to achieving
business goals. CCC is driven by its
motto ‘You Talk. We Listen’ and the
goal of becoming the ‘go to’ place
for all information relating to the
Canadian contact centre industry.
CONTACT CENTRE NOVA SCOTIA
1800 Argyle St., 7th Floor
Halifax, NS B3J 3N8
www.contactcentrenovascotia.com
P: 902-406-7777
e: info@contactcentrenovascotia.com
Contact: Dave Dorosky, President
CONTACT PROFESSIONALS
ALLIANCE INC.
100-2 Bloor St. West
Toronto, ON M4W 3E2
www.cpacan.com
P: 416-410-4663
F: 416-229-9187
e: eliz@cpacan.com
Contact: Elizabeth Winter, President
CONTACTCENTERWORLD.COM
1184 Roland Street
Thunder Bay, ON P7B 5M4
www.contactcenterworld.com
P: 807-624-2080
F: 807-624-2088
e: rajw@contactcenterworld.com
Contact: Raj Wadhwani, President
CONTACTNB
PO Box 162
Saint John, NB E2L 3X8
www.contactnb.ca
P: 506-672-2727
F: 506-672-2729
e: info@contactnb.ca
Contact: Mike Bacon, Executive Director
CUSTOMER SERVICE WORKS
171 Mt Apex Cres SE
Calgary, AB T2Z 3C1
www.customerserviceworks.com
P: 403-257-7732
F: 403-257-7864
e: jayne@customerserviceworks.com
Contact: Jayne Kowal, Director
DATAMONITOR
1608 Avenue Ducharme
Montreal, QC H2V 1G5
www.datamonitor.com
P: 514-680-1898
e: pryan@datamonitor.com
Contact: Peter Ryan, Analyst
DISASTER RECOVERY
INSTITUTE (DRI CANADA)
201-200 Sanders St, PO Box 552
Kemptville, ON K0G 1J0
www.dri.ca
P: 613-258-2271 / F: 613-258-1447
e: info@dri.ca
Contact: Brian Miller, President
ENTERPRISE FUNDY
29 Milk Board Road
Sussex, NB E4E 2M7
www.ent-fundy.ca
P: 506-432-2639 / F: 506-432-2638
e: frank.tenhave@ent-fundy.ca
Contact: Frank Tenhave, Executive Director
FOX GROUP TELECOM
CONSULTING
5022 Herald Rd, Fox Hollow
Mount Albert, ON L0G 1M0
www.foxgroup.ca
P: 905-473-3369 x1001
F: 888-669-3698
e: roberta.fox@foxgroup.ca
Contact: Roberta Fox, Senior
Partner
FREEMAN INTERNATIONAL
6 Gardengate Way
Nepean, ON K2G 3N9
P: 613-723-2870
e: info@callcentres.org
Contact: Sandra Freeman, President
HDI TRILLIUM CHAPTER
1040-1930 Yonge St
Toronto, ON M4S 1Z4
www.hditrillium.com
P: 416-352-1792
40 contact management.ca January / February 2010

Contact Centre Industry Directory Listings Strategy & Leadership Solutions / People Solutions
F: 416-352-1792
e: vpmembership@hditrillium.com
Contact: Chantal Gallant,
VP, Membership
IBM CANADA
3600 Steeles Avenue East
Markham, ON L3R 9Z7
P: 416-478-6015
T: 800-426-7080
www.ibm.com/contactcentre
Contact: Pat Coletta
IBM s Interactive Communications
Practice provides a full life-cycle of
services - from consulting to
implementation and support.
We are focused on improving
our clients contact centre
effectiveness and driving results.
Our services span three areas of
specialization:
Contact Centre Virtualization
Self-service Optimization
Technology transformation.
Our certified Interactive
Communications team is
experienced in successfully helping
customers fuse business insight
with technology. Our practice
brings together Canadian and
global professionals who have
deep call centre expertise. Our
plementation capabilities and
experience use proven, re-usable
methodologies and assets. We have
unmatched integration experience
with back office systems and
associated call centre applications.
Our strong partnerships allow us
to provide our clients with highly
flexible customization capabilities,
while leveraging key re-usable assets.
INVEST BARBADOS
105 Adelaide Street W, #1010
Toronto, ON M5H 1P9
www.investbarbados.org
P: 416-214-9919
F: 416-214-9815
Contact: Kenneth Campbell
Invest Barbados is the economic
development agency for
Barbados, promoting foreign
direct investment in the
Financial Services, Information
Communications Technology
services and manufacturing.
IB also has responsibility for
marketing of the outsourced
services provided by Barbadian
companies. Barbados offers ICT
companies access to a skilled
workforce while allowing reduced
service costs. Barbados is a wellregulated
location with attractive
tax rates with a network of treaties
with major markets including
Canada, US, United Kingdom, China
and many European Countries.
Barbados offers international call
centres an alternative to reduce costs
while providing access to new markets.
JJ BARNICKE LIMITED
201-1595 16th Avenue
Richmond Hill, ON L4B 3N9
P: 416-863-1215
F: 416-863-9855
e: mannie.zeller@jjb.com
Contact: Mannie Zeller, Vice
President, Call Centre Group
MANITOBA CUSTOMER
CONTACT ASSOCIATION
360-619 Erin Street
Winnipeg, MB R3G 2W1
www.mcca.mb.ca
P: 204-975-6464
F: 204-975-6460
e: info@mcca.mb.ca
Contact: Cheryl Barsalou,
CEO & Executive Director
NOVA SCOTIA BUSINESS INC.
701-1800 Argyle St. PO Box 2374
Halifax, NS B3J 3E4
www.novascotiabusiness.com
P: 902-424-6650
F: 902-424-5739
Contact: Robert Daigle,
VP, Business Development
ONTARIO MINISTRY OF
ECONOMIC DEVELOPMENT
900 Bay St, Room 505, Hearst Block
Toronto, ON M7A 2E1
P: 416-325-6826
F: 416-325-6814
Contact: Lou Caporusso
OTTAWA REGIONAL CALL
CENTRE ASSOCIATION
352-1568 Merivale Road
Ottawa, ON K2G 5Y7
www.callcentres.org
P: 613-723-2870
e: info@callcentres.org
Contact: Sandy Freeman, Chair
PACE PRODUCTIVITY
350 Sunnyside Avenue
Toronto, ON M6R 2R6
P: 416-762-3453
e: mark@getmoredone.com
Contact: Mark Ellwood, President
SASKATCHEWAN CONTACT
CENTRE ASSOCIATION
#20 395 Park Street
Regina, SK S4N 5B2
www.saskcontactcentre.ca
P: 306-791-5222
F: 416-941-2177
e: info@saskcontactcentre.ca
Contact: Rhonda Penno, President
STRATASOFT
519 N. Sam Houston Pkwy E, Suite 550
Houston, TX 77060
P: 832-446-4501
www.stratasoft.com
Contact: Asim Saber
Stratasoft Inc is a global leader
in contact center technology
solutions, providing innovative
CTI products to the industry since
1995. Our products consist of
Stratadial Vc2 our award-winning
contact center management
system with Predictive/Preview/
Progressive Dialer, Inbound
and Blended call capability, Call
Recording, and ACD functionality,
StrataVoice, an unattended message
notification system, and IVR.
SWPP - SOCIETY OF WORKFORCE
PLANNING PROFESSIONALS
6508 Grayson Court
Nashville, TN 37205
www.swpp.org
P: 615-352-4292
F: 615-352-4204
e: vicki.herrell@swpp.org
Contact: Vicki Herrell, Executive Director
THE CALL CENTER SCHOOL
658 Grant Highway
Lebanon, TN 37090
www.thecallcenterschool.com
P: 615-812-8400
F: 931-358-3900
e: gene.johnson@
thecallcenterschool.com
Contact: Gene Johnson,
International Accounts
TOUCHPOINT ASSOCIATES, INC.
6870 Dovefield Lane
Bartlett, TN 38135
www.touchpointassociates.com
P: 901-230-0567
e: sales@touchpointassociates.com
Contact: Bob Furniss, President
TOWN OF PARRY SOUND
52 Sequin Street
Parry Sound, ON P2A 1B4
www.townofparrysound.com
P: 705-746-2101
F: 705-746-7461
e: middaugh@townofparrysound.com
Contact: Lynn Middough,
Eco Devl Proj Mgr
ZIPLOCAL.COM
4-106 Hazelton Ave
Toronto, ON M5T 2C8
P: 416-987-2084
www.ziplocal.com
Contact: Elaine Kvnda
PEOPLE
SOLUTIONS
Call Centre Valuation
Career Counseling
Certification Services
Online Career Advertising
Outplacement Services
Professional Training
Staffing & Recruitment
Workforce Consulting
ADECCO CANADIAN HEAD OFFICE
109 King St. East
Toronto, ON M5C 1G6
P: 416-646-3322
Contact: Sandra Hokansson,
President & Country Manager
ADVANTAGE INTERACTIVE
CORPORATION
201-140 Vespra St
Barrie, ON L4N 2G9
www.advantageinteractive.com
P: 705-735-9779
e: info@advantageinteractive.com
Contact: Jim Lowe
AMERICAN EXPRESS INCENTIVE
SERVICES
2000 Argentia Rd, Plaza 2, Ste. 107
Mississauga, ON L5N 1V8
P: 905-819-8676 x 224
www.aeis.com/canada
Contact: Ingrid Gulliver
We provide Amex Reward cards
as incentives for call centre
employees. Improve quality,
productivity and sales.
ALLENCOM COMMUNICATIONS
10 Ironwood Cres.
Stoufville, ON L4A 5S7
www.allen-com.com
P: 905-642-2550
e: blairallen@sympatico.ca
Contact: Blair Allen, Principal
ANGUS DORTMANS
ASSOCIATES INC.
268 Lakeshore Road East, Suite 1509
Oakville, ON L6J 7S4
www.angusdortmans.ca
P: 416-849-2897
F: 416-946-1187
January / February 2010 contact management.ca 41

Contact Centre Industry Directory Listings People Solutions
e: info@angusdortmans.ca
Contact: Henry Dortmans,
President
Answer 365
2829 Agricola St.
Halifax, NS B3K 4E5
P: 902-493-1403
F: 902-453-6624
www.answer365.ca
e: proy@answer365.ca
Contact: Paul Roy, Director of Sales
AnswerPlus Inc.
10 Canmotor Ave.
Toronto, ON M8Z 4E5
P: 1-800-633-4072
F: 416-503-4499
www.answerplus.ca
e: dlloyd@answer365.ca
Contact: Dana Lloyd, VP -Sales &
Marketing
AnswerPlus is a 24/7 no inbound
call centre acting as the voice of
companies. AnswerPlus is award
winning and has offices in Toronto
ON, Hamilton ON and Montreal QC.
BANKS & DEAN
700-1200 Eglinton Avenue
Toronto, ON M3C 1H9
www.banksanddean.com
P: 416-385-1611 / F: 416-385-0765
e: bbanks@banksanddean.com
Contact: Berta Banks, President
Banks & Dean helps transform
call centres by providing hiring
strategies and pre-hire assessment
tools designed to identify top
performers and to reduce
attrition risk factors. Selection
Tools & Systems: assessments;
service/sales/management;
online recruiting systems;
structured interviewing guides; fit
interviewing guides. Professional
Services: profiling & benchmarking;
agent recruiting best practices;
team building sessions; leader
coaching; succession planning.
BENCHMARKPORTAL
104-3201 Airpark Drive
Santa Maria, CA 92455-1817
www.benchmarkportal.com
P: 805-614-0123
e: info@benchmarkportal.com
Contact: Anita Rockwell, President
CALL CENTER CONCEPTS
P.O. Box 2878
Pawleys Island, SC 29585
www.callcenterconcepts.com
P: 843-902-2615
F: 843-652-0102
e: janet.hosler@
callcenterconcepts.com
Contact: Janet Hosler
CALL CENTER INDUSTRY
ADVISORY COUNCIL
206-5200 Maryland Way
Brentwood, TN 37027
www.ciac-cert.org
P: 615-373-2376 / F: 615-373-7494
e: info@ciac-cert.org
Contact: Fredia Barry, President
CALL CENTRE TRAINING
PROGRAM
124--77 James St N, PO Box 73
Hamilton, ON L8R 2K3
www.contactcentretraining.ca
P: 905-560-1154
F: 905-560-6523
e: cctphamilton@hotmail.com
Contact: Sharon Marafon, Manager
CALL EVALUATION GROUP
26 Waddington Cres
Barrie, ON L4N 8C8
P: 705-792-1711
e: matthews@callevaluation.com
Contact: Ken Matthews,
Director, Business Development
CANADIAN CALL CENTRE
ADVISORY GROUP
239 Fireside Ave
Ottawa, ON K0A 3M0
www.cccag.com
P: 613-832-2777 / F: 613-832-7849
e: info@cccag.com
Contact: Michael Webster
CAPABILITY IMPROVEMENT
COACH
68 Jonathan Gate
Thornhill, ON L4J 5J8
www.the-coach.com
P: 905-764-8525
F: 905-764-5452
e: coachpaul@the-coach.com
Contact: Paul Litwack, Senior Partner
CIM
500-191 The West Mall
Toronto, ON MC9 5K8
P: 416-629-1446
F: 416-629-0246
www.cimweb.com
Contact: Kevin Delano, CMO
CMS CONSULTING INC
401-205 Richmond St W
Toronto, ON M5V 1V3
www.cms.ca
P: 416-971-4267
F: 416-971-6750
e: info@cms.ca
Contact: Brian Bourne, President
CONTACT CENTER
EMPLOYER OF CHOICE
101-811 Hilton Boulevard
Newmarket, ON L3X 2H7
www.ccemployerofchoice.com
P: 416-886-7007
e: jdoran@ccemployerofchoice.com
Contact: Jeff Doran, President
CONTACT STRATEGIES INC.
66 Greenbrier Crescent
London, ON N6J 3X9
www.contactstrategies.com
P: 519-471-9797
F: 519-471-9645
e: deborah@contactstrategies.com
Contact: Deborah Morden,
Managing Partner
CUTTING EDJJ CONSULTING
25 Royal Crest Court Unit 5
Markham, ON L3R 9X4
www.cuttingedjj.com
P: 905-477-5544
F: 905-940-1278
E: dollyk@cuttingedjj.com
Contact: Dolly Konzelmann,
President
Cutting Edjj Consulting helps
organization increase customer
loyalty, organizational efficiency and
employee retention. Our customized
training programs, exceptional
key note speakers, results based
consulting, and targeted recruitment
services have been serving clients
for over a decade in the public and
private sector with proven results.
Our array of services includes over
100 workshops from Customer
Service to Leadership, our consulting
services include Mystery Caller
to Surveys, and we have over 50
internationally acclaimed speakers.
How can we help you today? Call
Dolly Konzelmann at 905-477-5544
or email dollyk@cuttingedjj.com.
DERHAK IRELAND
EXECUTIVE SEARCH
100-65 International Blvd
Toronto, ON M9W 6L9
www.derhak-ireland.com
P: 416-675-7600
e: wayne@derhak-ireland.com
Contact: Wayne Percy, Senior Partner
Canada’s first and only CAN/
CSA-Q830 Privacy-Certified
Management and Executive Search
firm. Marketing, Direct Marketing,
Research, CRM, Sales.
FRASER & HOYT INCENTIVES
1505 Barrington St, Suite 107
Halifax, NS B3J 3K5
P: 800-565-8747
F: 902-425-3756
e: kjones@fraserhoyt.com
www.fraserhoyt.com/incentives
Contact: Kathleen Jones, Business
Solutions Manager
What Gets Rewarded Gets
Done! Introducing Performance
Improvement Solutions from Fraser
& Hoyt Incentives. Our myreward
program combines the latest in
online technology with premium
rewards to target the key areas you
are looking to address. From concept
to design and execution of your
program. Fraser & Hoyt Incentives
is there to guide you and provide
the expertise necessary for optimal
results. The myreward online
catalogue features an extensive
range of premium merchandise,
including electronics, gift cards and
travel options, ensuring just the right
“carrot” for your target audience.
Fraser & Hoyt Incentives is unique in
our approach, offering customized
programs tailored to your company’s
goals. Incentive programs can be
specially designed to motivate
your employees, customers or
any strategically targeted group.
We have the creative solutions
to motivate your target audience
beyond your highest expectations!
FURSTPERSON
2580 Charles Street
Rockford, IL 61108
P: 888-626-3412
F: 815-997-1373
e: jeff.furst@furstperson.com
Contact: Jeffery Furst,
President and CEO
ICCA - International Contact
Center Academy
18 Brightsview Dr
Richmond Hill, ON L4E 3Z2
P: 416-220-7736
e: prem@iccaevent.com
www.iccaevent.com
Contact: Prem Ghir
KEATING CONSULTING
AND TRAINING
604-201 Palmer Rd
Belleville, ON K8P 4T8
www.keatingconsultingandtraining.com
42 contact management.ca January / February 2010

Contact Centre Industry Directory Listings People Solutions
P: 613-849-5084
e: david@keatingconsultingandtraining.
Contact: David Keating, Consultant
KNIGHTSBRIDGE
2 Bloor St East, 30th Floor
Toronto, ON M4W 1A8
P: 416-928-4608
F: 416-923-6175
e: djann@knightsbridge.ca
www.knightsbridge.ca
Contact: Deborah Jann, Director,
Client Solutions
Senior Consultant
Pearl Advisory Group (PAG)
specializes in “Customer
Care” and “Contact Centre”
consulting by providing:
Operational Assessments,
Process Optimization, Change
Management, Benchmarking
and Training. With over 20 years
of experience we bring a total
business view to any initiative,
ensuring alignment between needs
of customers, employees and the
organization.
P: 416-724-4107
e: terry.pruner@senecac.on.ca
Contact: Terry Pruner, Director,
Contact Centre Industry
SB GLOBAL EXECUTIVE SEARCH
1105-77 Gerard St. W
Toronto, ON M5G 2A1
P: 416-564-0399
F: 1-866-213-4419
www.sbglobal.ca
Contact: Sangeeta Bhatwager
Stratasoft Inc is a global leader
in contact center technology
solutions, providing innovative
CTI products to the industry since
1995. Our products consist of
Stratadial Vc2 our award-winning
contact center management
system with Predictive/Preview/
Progressive Dialer, Inbound
and Blended call capability, Call
Recording, and ACD functionality,
StrataVoice, an unattended message
notification system, and IVR.
LIVEXCHANGE CORPORATION
20 Mural Street
Richmond Hill, ON L4B 1K3
www.livexchange.com
P: 416-987-9000
Contact: Brian Pritchard
M.E.R. EXECUTIVE RECRUTERS
705-1661 Portage Ave
Winnipeg, MB R3J 3T7
www.justcareers.com
P: 204-953-3930
F: 204-953-3933
e: mcdaniel@justcareers.com
Contact: Chad McDaniel, President
MMK CONSULTING
480--1140 West Pender St
Vancouver, BC V6E 4G1
P: 604-484-4620
F: 604-738-2801
Contact: Glenn Mair
MORGAN GROUP
64 Humber Valley Cres
King City, ON L7B 1B7
P: 905-833-1709
e: bobmorgan@sympatico.ca
Contact: Bob Morgan, President
ONTEL CONSULTING
3440 Place Decelles suite 408
Montreal, QC H3S 1X4
www.ontelconsulting.ca
P: 514-582-6835
F: 514-342-4709
e: selfassi@ontelconsulting.ca
Contact: Sammy Elfassi, Owner
PEARL ADVISORY GROUP
806-9251 Yonge St
Richmond Hill, ON L4C 9T3
P: 416-410-1385
e: seyrafiaan@pearadvisorygroup.com
Contact: Turaj Seyrafiaan, CMC,
THE PEOPLE BANK
204-220 Yonge Street
Toronto, ON M5B 2H1
www.thepeoplebank.com
P: 416-343-9100
F: 416-340-0447
e: tlightbody@thepeoplebank.com
Contact: Tara Lightbody
PRIORITY MANAGEMENT/
ATLANTICA LEARNING
N.B. N.S. PEI NL BDA
12-451 Paul Street
Suite 212 Codiac Plaza
Dieppe, NB E1A 6W8
P: 506-533-9282
e; cfsteeves@atlantica.ca
www.prioritymanagement.com/atlantica/
Contact: C.F. (Chuck) Steeves,
Chief Coach / C.E.O.
PRODUCTIVITY PARTNERS INC.
110 Hodgson Avenue
Kettleby, ON L0G 1J0
www.productivitypartners.ca
P: 905-726-2743
F: 905-726-4476
e: d.rudman@productivitypartners.ca
Contact: Donald Rudman, Senior Partner
RADAR SOLUTIONS GROUP
1 McLaughlin Crescent
Kanata, ON K2L 2P9
www.radarinteractive.com
P: 613-271-8075
F: 613-599-6727
e: rmarchand@radarinteractive.com
Contact: Ray Marchand, Pres
RANDSTAD
6345 Dixie Road Unit 6
Mississauga, ON L5T 2E6
P: 905-501-7117
e: dan.bryson@randstad.ca
Contact: Dan Bryson, Customer
Service and Call Centre Division
SENECA COLLEGE
1750 Finch Ave E
Toronto, ON M2J 2X5
www.senecac.on.ca/cfs
www.spherion.ca
SPHERION
601-77 City Centre Dr
Mississauaga, ON L5B 1M5
www.spherion.ca
P: 905-896-1055
F: 905-896-1035
Contact: Julie Decosse
Spherion combines decades of
staffing and recruiting expertise
with our extensive contact
centre industry experience.
The result is a talent solution
that rapidly and efficiently
recruits, trains and retains the
most productive, service and
sales-oriented individuals in the
marketplace. We incorporate
advanced screening, assessment
and training technologies as well
as tools to consistently deliver
the most qualified contact centre
candidates. Spherion carefully
matches candidates to the most
appropriate call centre roles such
as Inbound and Outbound Sales, Collections,
Customer Service and Help Desk.
SPHERION CONTACT
CENTRE SOLUTIONS
655 Bay St., Ste. 113
Toronto, ON M5G 4K4
www.spherion.ca
P: 416-819-1934
F: 416-596-8150
SQM GROUP
101, 4609 23rd St
Vernon, BC V1T 4K7
www.sqmgroup.com
P: 800-446-2095
e: inform@sqmgroup.com
Contact: Mike Desmarais, President
STRATASOFT
519 N. Sam Houston Pkwy E, Suite 550
Houston, TX 77060
P: 832-446-4501
www.stratasoft.com
Contact: Asim Saber
SWITCHGEAR CONSULTING
102-7 Wells Hill Ave
Toronto, ON M5R 3A5
www.switchgear.ca
P: 416-566-7573
F: 416-946-1303
e: winston@switchgear.ca
Contact: Winston Siegel, Partner
SwitchGear(tm) is Canada’s
leading boutique consulting team
in contact centres. Our promise
is to make your call centre more
successful than it has ever been--
-even with increasing competition
and complexity.
• What problems do we solve?
• We train your agents to make
their sales numbers.
• We coach your supervisors into
exceptional leaders.
• We advise the VP how to reduce
call volume and improve
customer communications.
• We work with your vendor team to
improve 3rd party off-shore results.
• We accelerate your productivity
and operational efficiency.
Clients take advantage of
SwitchGear’s 80+ years of customer
service experience when the issues
are touch and your people at every
level need to be part of the solution
for sustainable change. Our tagline
The Discipline of Great Execution
(tm) is a well-honed skill and an
authentic promise! How do we
work? With deep experience in
change management and an honest
dialogue that gets to the heart of
the matter, and with as many laughs
and high-fives as possible. We like
contact centres that are highenergy
and fun to work in.
By the way, did we mention that we
guarantee our work? Is it time to
SwitchGears?
TCA STAFFING
31 Skyview Cres
North York, ON M2J 1B7
January / February 2010 contact management.ca 43

Contact Centre Industry Directory Listings Operations & Service Solutions
www.tcastaffing.com
P: 416-498-9440
F: 416-498-9517
e: info@tcastaffing.com
Contact: Steve Benson, Senior Consultant
TELCO MANAGEMENT INC
2215 Yukon St
Vancouver, BC V51 0A1
P: 604-871-2750
e: wshales@telco.ca
Contact: Wolfe Shales, Training
Manager
THE TAYLOR REACH GROUP INC
302-19 Mercer St
Toronto, ON M5V 1H2
P: 416-979-8692 x 200
F: 416-977-8817
e: ctaylor@thetaylorreachgroup.com
www.thetaylorreachgroup.com
Contact: Colin Taylor, CEO
TRI BROTHERS GROUP
623 ST-Philippe
Montreal, QC H4C 2V5
P: 514-923-8742 / F: 514-846-9665
e: philippe@tribrothersgroup.com
Contact: Philippe LeBlanc,
President
VEREQUEST
302-401 Queen’s Quay West
Toronto, ON M5V 2Y2
www.verequest.com
P: 416-362-6777
F U L
e: soatway@verequest.com
Contact: Sharon Oatway, President
VereQuest delivers powerful,
actionable insight re how to
improve your multi-channel
customer experience. Highly
customized audits/analysis
coupled with ongoing monitoring
(calls, email, web chat, retail)
drive double-digit improvement
in CEI/NPI scores. Independent
third party evaluation/monitoring
for outsourced contact center
environments. Outsourced quality
monitoring services for cost
savings and added-value.
I C E M A I L
VOXDATA
20 York Mills Rd. 4th Floor
Toronto, ON M2C 2P2
www.voxdata.com
P: 416-224-8482 / F: 416-226-1530
e: jmcleod@voxdata.com
Contact: Jennifer McLeod
A leader in customized, innovative
contact center solutions, VOXDATA
offers24/7 call center solutions
in a fully bilingual environment.
Operating out of Toronto and
Montreal, VOXDATA has renowned
expertise in both inbound and
outbound campaigns for a wide
variety of clients. At VOXDATA,
we represent our clients interests
by putting quality first, with
every call we answer creating a
truly seamless integration with
their operation. Outsourcing
contact center services involves
challenging and complex decisions.
AtVOXDATA we understand these
concerns, which is why our main
goal is to optimize ROI while
maintaining the level of service
and excellence that our client’s
reputation is founded upon.
WATMEC LIMITED
550 Parkside Dr. B9
Waterloo, ON N2L 5V4
www.watmec.com
P: 519-886-4740 / F: 519-886-4789
e: watmec@watmec.com
Contact: Dale Wilcox, Client Services
WATMEC Limited a full service
learning & development company
provides assessments for call
centre hiring, eSkills, & team leader
selection, together with face-toface
seminars for customer service,
leadership and team skills.
WORKBRAIN INC.
1200-250 Ferrand Dr.
Toronto, ON M3C 3G8
www.workbrain.com
P: 416-421-6700x26
F: 416-421-8440
e: sleung@workbrain.com
Contact: Serica Leung, Sales Director
OPERATIONS & SERVICE
SOLUTIONS
Broadcast--Fax/Voice/Email
Call Centre Auditing
Call Centre Design/
Ergonomics
Call Scripting & Scenario
Customer Care Solutions
Disaster Prevention &
Recovery
Do-Not-Call/Privacy
Consulting
Equipment Repair &
Servicing
Fulfillment/Delivery Services
Interpretation Services
Legal & Professional Advice
b - t o - b r e p o r t
Recognition/Rewards/
Loyalty
Market or Marketing
Research
Telecom Provider
Third Party Verification
AMERICAN EXPRESS
INCENTIVE SERVICES
2000 Argentia Rd, Plaza 2, Ste. 107
Mississauga, ON L5N 1V8
www.aeis.com/canada
P: 905-819-8676 x224
F: 905-819-4490
e: ingrid.gulliver@aeis.com
Contact: Ingrid Gulliver
VP Business Development, Canada
We provide Amex Reward cards
as incentives for call centre
employees. Improve quality,
productivity, and sales.
ARCHWAY MARKETING SERVICES
19850 South Diamond Lake Rd.
Rogers, MN 55374
www.archway.com
P: 866-779-9855
e: customerserviceinfo@archway.com
Contact: Mark Weber
ATFOCUS INC.
394 Old Orchard Grove
Toronto, ON M5M 2E9
www.atfocus.com
P: 416-485-5909
F: 416-485-6362
e: info@atfocus.com
Contact: Moosha Gulcyz, Partner
BELL CANADA -
SITE SELECTION SERVICES
360 Lisgar Street, FL 8
Ottawa, ON K2P 2E4
www.bell.ca/ccsiteselection
P: 613-781-2006
e: jeffrey.shave@bell.ca
Contact: Jeffrey Shave, Exec. Dir -
Site Selection Services
BoxpilotTM
quick announcements. Learn
how you can make powerful B2B
voice contact fast, at a fraction of
the cost - with Boxpilot’s leading
guided voicemail service.
BROAD-CONNECT TELECOM LTD.
434 North Rivermede Road
Concord, ON L4K 3M9
www.broadconnect.ca
P: 905-660-9661
F: 905-660-9780
BUILDINGSALESTEAMS.COM
(Tele-Centre Assist Inc)
14 Manorpark Ct
Toronto, ON M2J 1A2
P: 416-498-9440
F: 416-498-9517
www.buildingsalesteams.com
Contact: Eric Young
CALL CENTER PRODUCTS/
HEADSET.COM
144 Steelcase Rd W
Markham, ON L3R 3J9
P: 905-479-2929
F: 905-479-4334
www.headset.com
Contact: Jonathan Lechter
CALLRIGHT MARKETING
SERVICES
22-1601 River Rd. E.
Kitchener, ON N2A 3Y4
www.theachievementcentre.com
P: 519-894-4566 x107
F: 519-894-9262
e: gerry@theachievementcentre.com
Contact: Gerry Rehberg, Office Manager
Since 1966 Callright has developed
expertise that will help you ncrease
sales and provide better service.
Our telemarketing success is based
on a strong foundation of basic
principles:
Hire the Right People
Provide ongoing Training & Development
Emphasis on Quality
Ensure Customer Satisfaction
Work with Integrity
Develop Trust
Achieve Results
Specializing in sales, lead
BOXPILOT, The INC. World Leader in Guided Voicemail
400-600 Bay St
Toronto, ON M5G 1M6
www.boxpilot.com
P: 416-341-0623
F: 416-341-0625
e: sales@boxpilot.com
Contact: Mika Kaitila, CEO
New tool for B2B marketers:
Make fast B2B phone contact
for 1/10th the cost! Drive event
attendance, boost direct mail
and email results 25-40%, make
generation, customer satisfaction
surveys, market research, database
cleanup, trade show follow-ups.
CALLSTAR LTD
1001-1234 Main St
Moncton, NB E1C 1H5
www.callstar.ca
P: 506-387-7498
F: 506-387-7701
e: rick@callstar.ca
Contact: Rick DesBeisay, President
44 contact management.ca January / February 2010

Contact Centre Industry Directory Listings Operations & Service Solutions
CBL DATA RECOVERY
TECHNOLOGIES INC.
105-590 Alden Road
Markham, ON L3R 8N2
www.cbltech.ca
P: 1-800-551-3917
e: sstuart@cbltech.ca
Contact: Susan Stuart, Marketing
CENTTRIC MARKETING SYSTEMS
5-480 Hood Road
Markham, ON L3R 9Z3
www.centtric.com
P: 905-513-1414
F: 905-513-1416
e: sgilpin@centtric.com
Contact: Steve Gilpin, President
Easily & Economically run &
manage your complex contact
centre programs from anywhere
with Centtric’s fully integrted,
customer-centric contact centre
solutions. Our Web-based
applications enable reduced IT
investment & improved sales
productivity through integration of
multiple contact centres: remote
verification integration of inbound
& outbound centres.
CPP INC/PSYCHOMETRICS
CANADA LTD
7125 77 Ave NW
Edmonton, AB T6B 0B5
www.psychometrics.com
P: 780-469-2268
F: 780-469-2283
e: info@psychometrics.com
CUSTOMER CONTACTS
31 Skyview Cres
North York, ON M2J 1B7
www.customercontacts.net
P: 416-498-9440
F: 416-498-9517
e: eric@customercontacts.net
Contact: Eric Young, President & CEO
EBOUND MARKETING
3375 North Service Road, Units A12-15
Burlington, ON L7N 3G2
www.eboundmarketing.com
P: 905-632-5424
F: 905-632-3505
e: conrad@eboundmarketing.com
Contact: Conrad Galambos, Client
Services & Sales
ECHOPASS
200-5075 Hopyard RD
Pleasonton, CA 94588
www.echopass.com
P: 801-258-7000
e: marketing@echopass.com
Contact: Bruce Dresser, Chief
Marketing Officer
ELOYALTY CORPORATE
HEADQUARTERS
150 Field Drive, Ste. 250
Lake Forest, IL 60045
www.eloyalty.com
P: 877-2E-LOYAL
F: 847-582-7001
Contact: Karen Bolton,
Vice President, Client Services
EMPIRIX
20 Crosby Drive
Bedford, MA 01730
www.empirix.com
P: 781-266-3457 / F: 781-266-3600
Contact: L. Philip Odence, Vice
President, Business Development
GIFTCERTIFICATES.CA
A division of Moneris Solutions Corporation
225-4259 Canada Way
Burnaby, BC V5G 1H1
P: 866-761-1047
www.giftcertificates.ca
Contact: Glenn Holub
Increase the effectiveness of your
incentive, promotion and rewards
programs with Giftcertificates.
ca. We are Canada’s premier
online gift card and gift certificate
marketplace, offering gift cards
from Canada’s most popular
retailers, hotels, restaurants, and
entertainment providers. With a
GiftPass, your recipients will have
the freedom to choose the reward
they want, and you will enjoy the
simplicity of working with a single,
reputable source for all your gift
card needs. For more information
on our solutions, please contact
corporatesales@giftcertificates.ca.
GEXEL TELECOM INTERNATIONAL INC
507, Place d’Armes Suite 1800
Montreal, QC H2Y 2W8
P: 514-935-9300 x500
F: 514-935-5318
www.gexel.com
Contact: Eric Turgeon
Gexel Telecom delivers the most
effective mix of live people and
automatedsolutions to meet
your requirements. Our qualified,
reliable, proactive, multilingual
contact center team is committed
to the success, growth, profitability
of our clients. Gexel Telecom
provides a range of services which
include:
• Customer & technical support
• Account retention, order taking
• Incentive selling and cross-selling
• Telemarketing, telesales
• Customer renewal
• Collections
In addition to our live agent
services, Gexel Telecom, provides
an automated interactive,
outbound and inbound voice
messaging service that can reach
thousands of recipients per hour,
via phone, mobile phone, SMS
and email through our eMerge
solution, making it possible to
instantly reach a group of people
and process responses in real time.
If you are looking for a partner to
work with to meet your contact
centre needs, please call us
1.800.263.5161 or visit our website
at www.gexel.com
I LOVE REWARDS
402-99 Atlantic Ave
Toronto, ON M6K 3J8
www.iloverewards.com
P: 416-531-1531 / F: 416-531-5855
e: rob.catalano@iloverewards.com
Contact: Rob Catalano,
Manager, Marketing
INFORMATICA CORPORATION
502-67 Yonge St
Toronto, ON M5E 1J8
www.informaticasecurity.com
P: 416-431-9012
e: claudiu@informaticasecurity.com
Contact: Claudiu Popa, President
INNINGS TELECOM
31-1241 Denison St
Markham, ON L3R 4B4
P: 416-470-7070
Contact: Chris Prada,
Marketing Manager
INROUND INNOVATIONS INC.
190 MacLaren St, #204
Ottawa, ON K2P 0L6
www.inround.com
P: 613-725-3701x3
F: 613-725-3701
e: don.stewart@inround.com
Contact: Don Stewart, General
Manager
inRound specializes in providing
innovative solutions (install-ready
and/or customizable) for virtually every
support area of your contact center.
IQ SERVICES
6601 Lyndale Ave. S, Ste. 330
Minneapolis, MN 55423
P: 612-243-5124
F: 612-869-6200
e: gwilliams@iq-services.com
Contact: Gregg Williams, VP, Direct Sales
LANGUAGE LINE SERVICES
One Lower Ragsdale Drive, Bldg. 2
Monterey, CA 93940
www.languageline.com
P: 877-886-3885
Contact: Jeanine Faine
MARITZ CANADA INC
6900 Maritz Drive
Mississauga, ON L5W 1L8
P: 905-696-9400
F: 905-696-9921
www.martizcanada.com
Contact: Blaine Currie
Maritz Canada’s Contact Centre,
Person-to-Person HQ, provides
personalized care and service,
handling inbound and outbound
calls. Our contact centre supports a
number of marketing programs on
behalf of our clients. Ourphilosophy
is high touch, providing an
extension of our clients brand.
Our approach is based on turning
a traditional “transaction” into
an “interaction” with the caller.
It is about investing the time
to truly service our customers.
The Performance Model used by
our contact centre is based on:
Knowledge, Accuracy, Elegance,
Productivity and Professionalism.
Maritz helps companies improve
sales and marketing performance
by unlocking the potential of their
customers, channel partners,
direct sales force and employees.
Our solutions bring together the
disciplines of research, loyalty,
communications, events, learning
and incentives.
MTS ALLSTREAM
200 Wellington Street W
Toronto, ON M5V 3G2
www.allstream.com
P: 416-345-2985 / F: 416-345-2219
e: rahim.premji@allstream.com
Contact: Rahim Premji,
Product Marketing Manager
January / February 2010 contact management.ca 45

Contact Centre Industry Directory Listings Operations & Service Solutions
NETELLER
323B - 41 Avenue NE
Calgary, AB T2E 2N4
P: 403-769-360
e: colleen.b@neteller.com
Contact: Colleen Boyer, Director,
Customer Contact Centre
NETREFLECTOR, INC.
2835 82nd Ave SE, #S100
Mercer Island, WA 98040-3055
www.netreflector.com
P: 206-973-5448 F: 206-973-5478
e: murielg@netreflector.com
Contact: Muriel Guilbert,
Marketing Manager
NetReflector helps corporations
enhance their profitability by
assessing the satisfaction and loyalty
of their audiences anywhere in the
world, in any language, in real time.
NORTHERN COMMUNICATION
SERVICES INC
230 Alder St
Sudbury, ON P3C 4J2
P: 705-673-6888
www.northerncom.com
Contact: Mike Shantz
NORTHERN 911
230 Alder St
Sudbury, ON P3C 4J2
P: 705-669-2750
www.northern911.com
Contact: Mike Shantz
ONE CALL CONCEPTS
103-30 East Beaver Creek
Richmond Hill, ON L4B 1J2
Contact: Corrado Ferrara,
Team Leader-Ontario
OPTINET SYSTEMS INC.
21331 Gordon Way, Unit 3190
Richmond, BC V6W 1J9
www.optinetsystems.com
P: 604-288-1300 / F: 604-233-1255
e: ssherrod@optinetsystems.com
Contact: Suzanne A. Sherrod,
President & Managing Director, Sales
Optinet Systems offers contact
center solutions, sales, project
implementation, support and
service covering IP-PBX, automatic
call distribution )voice, email, web
queuing), monitoring, visual display,
performance statistics (real time &
historic), remote agent, on site voice
documentation aka voice logging,
storage and retrieval, hosted ASP
voice recording services, automatic
database look ups (screen pops), out of
box support for MS CRM integrations,
Salesforce.com, and NetSuite plus
ACT! and GoldMine, customized
database integrations and more.
Optinet Systems headquartered
in British Columbia, is a federally
incorporated technology integrator
serving clients in Canada and globally.
PREFERRED ONE
60 St. Clair Avenue East, 5th Floor
Toronto, ON M4T 1N5
www.preferredone.ca
P: 416-863-0302x22
F: 416-863-5120
e: chandlerar@gmail.com
Contact: Adam Chandler, Sales
PRIMUS CANADA
400-5343 Dundas Street West
Toronto, ON M9B 6K5
P: 416-207-7173 / F: 416-207-7618
e: mdelongte@primustel.ca
Contact: Stefanie Neheli,
Communications Manager
PROTOCOL INTEGRATED DIRECT
MARKETING SERVICES
101-1134 Sainte-Catherine rue W
Montreal, QC H3B 1H4
P: 514-876-8760
F: 514-876-8746
Contact: John Heltzer, President,
Protocal Contact Centers Division
RAYBEC COMMUNICATIONS INC
305-66 Gerrard St E
Toronto, ON M5B 1G3
www.raybec.com
P: 416-595-5373
e: info@raybec.com
Contact: Robert Beckerman,
President
RESPONSIVE
MARKETING GROUP (RMG)
1235 Bay St. Suite 505
Toronto, ON M5R 3S9
www.rmgsite.com
P: 416-921-6595x22
F: 416- 92-1 2373
e: marianne@rmgsite.com
Contact: Marianne Mulders, VP
ROBERTSON TELECOM
270-1075 West Georgia Street
Vancouver, BC V6E 3C9
P: 604-664-7660
F: 604-688-3105
Contact: Ronald Barker
ROGERS BUSINESS SOLUTIONS
One Mount Pleasant Rd
Toronto, ON M4Y 2Y5
P: 416-596-5702
F: 416-596-5912
Contact: Heather Simmons, VP of
Marketing & Product Development
SALESFORCE.COM
800-20 Bay St
Toronto, ON M5J 2N8
www.salesforce.com
P: 647-258-3800
F: 647-258-3801
e: info@salesforce.com
Contact: Michael Basch, Vice
President, Corporate Sales Canada
Salesforce.com is the international
leading in on-demand customer
relationship management (CRM)
services. Companies trust their
vital customer and sales data to
salesforce.com more than any
other CRM company in the world.
SCHEDULING STAFF INC
2C-31 Barr Rd
Ajax, ON L1S 3Y1
www.schedulingstaff.com
P: 905-426-6565
e: ctaylor@schedulingstaff.com
Contact: Colin Taylor, CEO
SMT DIRECT MARKETING INC
1400-5255 Yonge St.
Toronto, ON M2N 6P4
www.smtdirect.com
P: 416-485-6500
F: 416-485-5635
Contact: Michael Hart, VP, Global
Support Services
STRATASOFT
519 N. Sam Houston Pkwy E, Suite 550
Houston, TX 77060
P: 832-446-4501
www.stratasoft.com
Contact: Asim Saber
Stratasoft Inc is a global leader in
contact center technology solutions,
providing innovative CTI products
to the industry since 1995. Our
products consist of Stratadial Vc2
our award-winning contact center
management system with Predictive/
Preview/Progressive Dialer, Inbound
and Blended call capability, Call
Recording, and ACD functionality,
StrataVoice, an unattended message
notification system, and IVR.
TELACQUIRE
MARKETING GROUP INC.
101-1001 W. Broadway Unit 125
Vancouver, BC V6H 4E4
www.telacquire.com
P: 604-677-7780
e: edwards@telacquire.com
Contact: Edward Soorany,
President
TELEPOLL CANADA INC
300-19 Mercer St
Toronto, ON M5V 1H2
www.telepoll.net
P: 905-977-0608
e: ctaylor@telepoll.net
Contact: Colin Taylor, President
TRIAD SERVICES INC
35-22 Cours Dominion
Montreal, QC H3J 2X1
www.triadservices.com
P: 514-931-0663
F: 514-931-4429
e: pmjasmin@triadservices.com
Contact: Pierre Marc Jasmin,
President
TRIOPUS GROUP
5554 Leibel Cres
Regina, SK S4X 4E7
www.triopusgroup.com
P: 306-546-3284
e: tamara@triopusgroup.com
Contact: Tamara Kerr, Principal
VONAGE CANADA
301-2660 Matheson Blvd E
Mississauga, ON L4W 5M2
Contact: Gary McLean, Director
Alternate Channel Sales
YELLOW PAGES GROUP
4260 Still Creek Drive
Burnaby, BC V5C 6C6
P: 604-296-4167
e: louise.waterkamp@ypg.com
Contact: Louise Waterkamp
TECHNOLOGY
SOLUTIONS
Agent Productivity Tools
ACD Software & Products
Billing Systems
Broadband Telephony
Call Accounting Systems
Call Centre Networking
Call Monitoring
Computer Telephony
Integration
Conferencing (Call/Audio/Web)
Contact Centre Messaging
Contact Centre Sim/Analytics
Contact Management Systems
CRM Software Solutions
Desktop Information Tools
Digital Voice/Multimedia Rec.
Document Management
Systems
Email/Web Response Routing
Enhanced Voice/Data Apps
Enterprise Relationship (ERM)
Forecasting Software &
Systems
Furniture/Workstations
General Telephone Equipment
Headsets
Help Desk Software/Suite
Hosted Contact Centre
Inbound Dialing Solutions
Interactive Voice Response
Interactive Web Services
46 contact management.ca January / February 2010

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January / February 2010 contact management.ca 47

Contact Centre Industry Directory Listings Technology Solutions
IP Systems & Services
LED Displays & Software
Lists: Mail, Telemarketing, Email,
Other Data Types / Microphones
Middleware
Mobile/Wireless Solutions
Monitoring & Recording
Software & Systems
nsforming the way companies
eract with Music On their Hold customers ®
Open Source PBX
Order Management Software
Packet Telephony
Payment/Credit Processing
Predictive Dialers
Remote Access Software
Sales Force Automation (SFA)
Scheduling Software
Self Help Technology & Software
Security & Data Systems
Speech & Audio Codecs
Speech Applications
Unified Messaging
Visual Display Units
Voice Mail Systems
Voice Over IP (VoIP) Systems
Voice Response Systems
Web Enabling Systems/Software
Web-Based Help Desk Systems
WinHelp Tools /
Wireless Equipment
Workforce Management System
AASTRA
2811 Internet Blvd
Frisco, TX 75034
P: 800-468-3266
F: 469-365-3533
e: tim.whittington@aastra.com
Contact: Tim Whittington, Vice
President Sales
ADVANTAGE ANSWERING
PLUS INC
3421 Empresa Suite C
San Luis Obispo, CA 93401
www.advantage-plus.com
P: 805-545-8282
F: 805-545-7884
e: sandy@advantage-plus.com
Contact: Sandy Barron, Operation Manager
AMCAT SOFTWARE
1603 SE 19th
Edmonton, OK 73013
www.amcat.com
P: 800-364-5518
e: smart@amcat.com
Contact: Richard Costello
ANIXTER INC.
200 Foster Crescent
Mississauga, ON L5R 3Y5
P: 905-502-2238
F: 905-502-2154
contact_manag_ad.indd 1
e: cyril.chow@anixter.com
Contact: Cyril Chow, Marketing
Manager
ASPECT COMMUNICATIONS
(Canada)
400-2680 Skymark Avenue
Mississauga, ON L4W5L6
www.aspect.com
F: 905-624-9386
e: info@aspect.com
ASPECT SOFTWARE
400-2680 Skymark Avenue
Mississauga, ON L4W 5L6
www.aspect.com
P: 905-602-2506
e: terry.sheehan@aspect.com
Contact: Terry Sheehan, Sales
Director
Aspect Software, Inc. founded the
contact center industry and is now the
world’s largest company soley focused
on Internet Protocol (IP) and traditional
voice-based products and services
for customer service, collections,
and sales and telemarketing business
processes. Each day, Aspect Software
powers more than 125 million
customer-company interactions
at thousands of in-house and
outsourced contact centers around
the globe. Its pioneering Unified IP
Contact Center product line reduces
complexity by uniting automated call
distribution (ACD), predictive dialing,
voice portal, email management,
web chat and collaboration, and
recording and quality management to
provide consolidated administration,
routing, reporting and workflow.
PerformanceEdge, the industry’s
first fully synchronized contact
center optimization suite, combines
workforce management, recording
and quality management,
performance management, campaign
management, and coaching and
eLearning applications. And, the
company’s trusted Signature product
line delivers reliable best of breed
ACD, predictive dialing, CTI and Voice
Portal capabilities. Headquartered in
Chelmsford, Mass., Aspect Software
has operations across the Americas,
Europe, Africa, the Middle East and
Asia Pacific. For more information,
visit www.aspect.com
ATCO I-TEK
10035 - 105 Street
Edmonton, AB T5T 2V6
P: 780-420-798
F: 780-420-312
e: rob.klatchuk@atcoitek.com Toronto, ON M2P 2C9
Contact: Robert Klatchuk, Manager, www.bluecatnetworks.com
Call Centre Operations
P: 416-646-8400
F: 416-225-4728
Audio Images
e: jwald@bluecatnetworks.com
750 Gordan Baker Rd.
Contact: Joanne Walds, Senior
Toronto, ON M2H 3B4
Marketing Manager
P: 416-642-4858
F: 416-642-4866
BLUESTREAM
e: sales@mohaudio.com
Airway Centre
www. mohaudio.com
5945 Airport Road, Suite 253
Contact: Corry Piggott, Business Mississauga, ON L4V 1R9
Developement Manager
P: 416-201-3099 x 680
www.bluestream.ca
Contact: John Hussein
BlueStream provides smart, simple
solutions for Call Centers and Canadian
businesses. Our Call Recording and
Hosted VoIP solutions are recession
friendly and provide instant
deployment for primary use or for
Business Continuity/Disaster Recovery
needs. Our solution suite includes:
Call Centre Consulting and Out-Sourcing
Call Recording and Agent Evaluation
Workforce Optimization
Managed IT Services
Business Continuity
Off site Backup
Call Centre Peripherals and Accessories
AVAYA CANADA
300-1380 Rodick Rd.
Markham, ON L3R 4G5
www.avaya.ca
P: 905-474-6969
F: 905-474-6969
e: jpaoletta@avaya.com
Contact: Josie Paoletta, Marcom
Recipient of the 2008 and 2007 Frost
& Sullivan’s North American Market
Leadership Award for Inbound Contact
Routing Market Leadership. Recipient
of the 2007 North American Frost &
Sullivan Award for IVR Systems Market
Leadership. More than one million
businesses worldwide, including more
than 90 percent of the FORTUNE
500®, use Avaya solutions for IP
telephony, unified communications,
contact centers and communicationsenabled
business processes. Avaya
delivers Intelligent Communications
solutions that help companies
transform their businesses to achieve
marketplace advantage. Leveraging
Service Oriented Architecture (SOA)
and Session Initiated Protocol (SIP)
enables the Avaya Contact Center
solution to intimately interact with
callers and agents across multiple
communications technologies and
end-points. With its power to track
presence and location, the SIPenabled
Avaya contact center can
instantaneously engage relevant
experts and deliver context-specific
information to agents, improving the
user experience.For more information,
visit www.avaya.ca
BLUE PUMPKIN
3979 Freedom Cir #500
Santa Clara, CA 95054-1247
P: 408-830-5399
F: 408-830-541
e: jcrum@bluepumpkin.com
Contact: Jason Crum
BLUECAT NETWORKS INC.
502-4101 Yonge Street
© 2007 Avaya Inc. All Rights Reserved.
CALABRIO
1250-1111 rue Saint-Charles O
Longueuil, QC J4K 5G4
www.calabrio.com
P: 416-855-6834
e: dhenders@calabrio.com
Contact: 11/9/2007 2:56:29 PM Dave Henders
CALL CENTER PRODUCTS
144 Steelcase Rd W
Markham, ON L6C 2K7
www.headset.com
P: 416-631-6700
F: 905-479-4334
e: info@headset.com
Contact: Jonathan Lechter, President
CALLCOPY INC.
1275 Kinnear Road
Columbus, OH 43212
www.callcopy.com
P: 614-340-3346
F: 614-340-4840
e: sales@callcopy.com
Contact: Rick Daley, Vice President,
Sales and Marketing
CALLGENIE.COM
1324 - 11th Avenue SW, #200
Calgary, AB T3C 0M6
P: 403-268-0411
F: 403-245-5207
e: darren.logue@callgenie.ca
Contact: Darren Logue, Business
Development
48 contact management.ca January / February 2010

Contact Centre Industry Directory Listings Technology Solutions
CANADIAN COMMUNICATIONS
PRODUCTS
3657 Wayburne Drive
Burnaby, BC V5G 3L1
P: 604-263-9399
F: 604-263-7277
www.communicationproducts.ca
e: karent@
communicationproducts.ca
Contact: Karen Tai
CANUSA INTERNATIONAL CORP
415 Kingswood Rd
Toronto, ON M4E 3P2
P: 416-698-3242
Contact: Michael Stewart,
Marketing Manager
CENTERGISTIC SOLUTIONS
2045 West Orangewood Avenue
Orange, CA 92868
P: 800-387-0264
F: 714-935-9090
e: ssalidbar@centergistic.com
CHEXX Inc.
595 Howe St. 4th Floor
Vancouver, BC V6C 2T5
P: 604-688-0366
F: 604-696-0379
www.chexxinc.com
e: brendan@chexxinc.com
Contact: Brendan Mahar, Business
Developement Manager
Issue any volume of multi-currency
payments by check or electronic
credit to panellists, affiliates and prize
winners around the world. Chexx Inc.
payments are easy for you to order
and even easier for your beneficiaries
to clear. Call Chexx Inc. today to set
up your free Chexx Inc. account.
CHORDIANT SOFTWARE
20400 Steens Creek Blvd, #400
Cupertino, CA 95014
P: 408-517-6100
F: 408-517-0270
Contact: Don Morrison, President
CINCOM SYSTEMS OF CANADA
500-2085 Hurontario St
Mississauga, ON L5A 4G1
www.cincom.com/synchrony
P: 905-281-4228
F: 905-279-9655
e: rberry@cincom.com
Contact: Ron Berry
CIRCUMFERENCE TECHNOLOGY
SERVICES, INC.
210-3710 RICHMOND ROAD
OTTAWA, ON K2H 5B8
PHONE: 613.688.2400
FAX: 613.688.2414
TOLLFREE: 877.882.9253
www.circumference.ca
EMAIL: info@circumference.ca
When companies need help
growing their business, they turn to
Circumference’s skilled inside sales
and customer service professionals.
Circumference has the skilled people,
proven processes, and state-of-the-art
technology to act as your ‘virtual’ inside
sales team or customer service team.
You get all of the benefits without the
costs associated with adding headcount
or purchasing technology. Unlike
other professional services providers,
Circumference uses proprietary, secure
web-based call center technology,
which gives our customers on-demand
access to their customer data. Every
Circumference customer can monitor
the progress of their inside sales
and customer service programs—
anywhere, anytime. Learn more about
Circumference’s Trusted OnDemand
Solutions at www.circumference.ca.
CICERO INC
8000 Regency Parkway, Suite 542
Cary, NC 27506
P: 919-380-5092
F: 919-380-5121
www.ciceroinc.com
Contact: Keith Anderson
CISCO SYSTEMS CANADA
3400-181 Bay St
Toronto, ON M5J 2T3
www.cicso.com/ca
P: 416-306-7717
F: 416-306-7099
e: dlariviere@cisco.com
Contact: Dean LaRiviere, Director,
Call Centre Advocacy
CO-NEXUS, INC.
5600 Northwest Central Dr, #102
Houston, TX 77092
P: 713-690-5656
F: 713-462-4804
e: brian.daily@4cxm.com
Contact: Brian Daily
COMPUTER TALK TECHNOLOGY
225 East Beaver Creek Rd, 3rd Fl
Richmond Hill, ON L4B 3P4
P: 905-882-5000
F: 905-882-5501
Contact: Greg Blackett,
Director of Marketing
CONNECTIS GROUP
4-329 Rayette Rd
Concord, ON L4K 2G1
www.connectisgroup.com
P: 905-695-2200
F: 905-695-0923
e: alan@connectisgroup.com
Contact: Alan Nusbaum, President
CORPORATE TELECOM SERVICES INC
1-2333 Wyecroft Rd
Oakville, ON L6L 6L4
www.corptel.com
P: 905-827-7200
F: 905-827-4514
e: kangelow@corptel.com
Contact: Kathy Angelow,
National Director of Sales
COSMOCOM
121 Broad Hollow Rd
Melville, NY 11747
P: 631-940-4200
F: 631-940-4500
Contact: Meir Yanev,
VP, Market Development
CRT INTERNATIONAL DATA
61 Mutual Street
Toronto, ON M5B 2A9
www.crtworld.com
P: 416-360-8000
F: 416-863-9521
e: al@crtworld.com
Contact: Al Sipley, Pres & CEO
CYGNAL TECHNOLOGIES
70 Valleywood Dr
Markham, ON L3R 4T5
www.cygnal.ca
P: 905-944-6552 / F: 905-944-
6520
e: blevinegall@cygnal.ca
Contact: Betty Levine Gall, National
Manager, Business Development
DALBAR CANADA
330 Bay Street, Suite 1200
Toronto, ON M5H 2S8
P: 416-777-1103x22
F: 416-777-1466
Contact: Jody Bullen, Director,
Public Relations & Business
Development
DATASQUIRT
2401 Burnet Ave.
Syracuse, NY 13203
www.datasquirt.com
P: 888-433-9882
F: 615-523-1798
e: david.pridmore@datasquirt.com
Contact: G. David Pridmore,
National Sales Manager
DATATEL INC.
712-1200 Eglinton Avenue E
Toronto, ON M3C 1H9
www.datatel-systems.com
P: 416-444-9172
F: 416-444-2581
e: d.brucesinclair@datatel-systems.com
Contact: D. Bruce Sinclair, Director
of Business Development
DOMINKNOW
40 Sunset Blvd.
Perth, ON K7H 2Y4
www.dominknow.com
P: 613-264-0096
F: 613-264-9847
e: chris.van.wingerden@dominknow.com
Contact: Chris Van Wingerden, Vice
President, Learning Solutions
ECOCARRIER INC.
327 Renfrew Dr., Unit 202
Markham, ON L3R 9S8
www.ecocarrier.com
P: 905-948-1475
F: 905-508-9761
e: info@ecocarrier.com
Contact: Carl K.S. Teo, President
EDS CANADA
500-33 Yonge Street
Toronto, ON M5E 1G4
www.eds.com
P: 416-814-4500
F: 416-814-4700
e: tim.treacy@eds.com
Contact: Tim Treacy
EMPLOYMENT
TECHNOLOGIES CORP
532 South New York Ave
Winter Park, FL 32789-1496
www.etc-easy.com
P: 800-833-3279 / F: 407-788-1496
e: info@etc-easy.com
Contact: Jan Boughan,
Director of Marketing
ENVISION
1600-520 Pike St
Seattle, WA 98101
www.invisioninc.com
P: 206-225-0800 / F: 206-225-0801
e: inforequest@envisioninc.com
Contact: Jill Majors, Marketing
ENVOX WORLDWIDE
2000 West Park Dr
Westborough, MA 01581
www.envox.com
P: 508-898-2600 / F: 508-366-0009
e: john.gardner@envox.com
Contact: John Gardner,
Inside Sales Manager
ETALK CORP.
100-4040 W. Royal Ln
Irving, TX 75063
www.etalk.com
P: 800-835-6357
e: info@etalk.com
Contact: Roger Lee,
Director, Consulting Services
January / February 2010 contact management.ca 49

Contact Centre Industry Directory Listings Technology Solutions
EXONY
60 State St, #700
Boston, MA 02109
P: 617-854-7486
e: nich.gregory@exony.com
Contact: Nick Gregory,
Vice President, Marketing
FIVE9
200-7901 Stoneridge Drive
Pleasanton, CA 94588
www.five9.com
P: 925-201-2002 / F: 925-476-1563
e: info@five9.com
Contact: David Howard
GENESYS
One Market Square, D201
Saint John, NB E2L 4Z6
P: 506-674-6833 / F: 506-674-6747
e: debbie@genesys.ca
Contact: Debbie Tremblay, Industry
Marketing Manager
GENTICITY
28 Hillstrom Avenue
Charlottetown, PE C1A 7L1
www.genticity.com
P: 902-894-3713 / F: 905-569-8224
e: sfletcher@genticity.com
Contact: Gail Mercer-MacKay,
VP, Business DevelopmentGMT
2831 Peterson Place
Norcross, GA 30071
P: 770-416-6000 F: 770-734-9000
e: mwilliams@gmt.com
Contact: Michael Williams, Director
of Marketing
GRAYBAR WEST
2765 - 48th Avenue NE, Unit 105
Calgary, AB T3J 5M9
www.graybarcanada.com
P: 403-250-5554 / F: 403-250-2050
e: wneumeier@graybarcanada.com
Contact: Warren Neumeier,
Western Regional Manager
WAllWORKS ACOUSTIC
ARCHITECTURAl PRODUCTS (GWP)
424-51 Ave SE
Calgary, AB T2H 0M7
P: 403-255-3550 x 23
F: 403-686-2592
e: lyle@wallworks.com
www.wallworks.com
Contact: Lyle Fuller, President
Wallworks Acoustic Architectural
Products Inc is a full-service company
with many years of experience
specializing in all types of wall
and ceiling finishes with expert
knowledge in architectural/industrial
noise control, along with all types
of window coverings and sound
absorption treatments. We specialize
in “Custom-Is-Standard” upholstered
wall panel assemblies. Where a
unique requirement exists, we can
provide acoustical analysis and
design the perfect solution to meet
our clients’ needs.
Some of our products: Acoustics Wall
& Ceiling Panels, Sound Diffusers,
Graphic Decorative Walls, Tavapan
Perforated Acoustic Wood Panels,
Solar Blinds and Acoustic Window
Finishes, Barrisol Ceiling Systems,
ShimmerScreen Walls. Our products
are used in: Theatres & auditoriums,
open office areas, offices and
meeting rooms, audio visual facilities,
athletic facilities, home theatres.
HEADSET EXPRESS INC.
200-2810 Matheson Blvd.
Mississauga, ON L4W4X7
Contact: Peter Judd
HEADSET FACTORY DIRECT
918 Albert St, Suite 268
Regina, SK S4R 2P7
www.headsetfactorydirect.com
P: 306-359-6604
F: 306-359-6265
e: info@headsetfactorydirect.com
Contact: Jamie Chan, Sales
HElPSWITCH CANADA
507-3950 Fourteenth Ave
Markham, ON L3R 0A9
www.helpswitch.com
P: 905-944-9438
F: 905-944-9435
e: sales@helpswitch.com
Contact: Yat-sang Kwong, GM & CTO
HEWlETT PACKARD CANADA
101-5150 Spectrum Way
Mississauga, ON L4W 5G1
e: david.mosher@hp.com
Contact: David Mosher, Business
Solutions Manager - Govt and Healthcare
HOSTED COMMUNICATIONS lTD
11160 Cutter Place
Richmond, BC V7E 4R2
P: 1-877-5Hosted (546-7833)
F: 647-722-9063
www.hostedcommunications.ca
Contact: Michael Girard
Hosted Communications
improves the way your business
communicates on a daily basis.
We provide hosted voice and
messaging services that enable you
to better serve your customers.
Our services are easy to configure,
fast to deploy and eliminate the
need for investments in hardware,
software and additional telephony
infrastructure.
F: 905-316-2156
IEX CORPORATION,
A NICE COMPANY
2425 N Central Expressway
Richardson, TX 75080
www.iex.com
P: 972-301-1789 / F: 972-643-4524
e: iexinfo@iex.com
Contact: LeAnn Ratliff
IEX Corporation, a NICE Systems
Ltd. company, is a leading
provider of feature-rich, scalable
workforce and performance
management solutions that
enable contact centres to improve
planning and scheduling, enhance
performance and streamline
tasks. With a strong global
presence, IEX solutions are used
in over 50 countries with over
a million agents at more than
3,000 contact centre sites. The
award-winning IEX TotalView
Workforce Management system is
a NICE SmartCenter solution. NICE
SmartCenter combines workforce
and performance management
with quality management,
interaction analytics, compliance,
coaching and customer feedback within
a structured services methodology.
INDOSOFT INC
201-334 Queen St
Fredericton, NB E3B 1B2
www.indosoft.ca
P: 506-450-7080 F: 506-459-7224
e: contact@indosoft.ca
Contact: Rajan Iyengar, President
INOVA SOlUTIONS
110 Avon Street
Charlottesville, VA 22902
www.inovasolutions.com
P: 866-686-8774 F: 434-817-8002
e: sales@inovasolutions.com
Contact: Peter Sisti
INTEllIRESPONSE SYSTEMS INC
20 Toronto Street Suite 900
Toronto, ON M5C 2B8
P: 519-571-0010 x 227
F: 416-214-9958
www.intelliresponse.com
Contact: Tanja Raposo
Getting customers the right answer
to their questions the first time
is critical measure of exceptional
customer service and contact centre
efficiency. IntelliResponse is an
Instant Answer Agent that instantly
delivers precise answers to customer
queries rapidly, accurately, and
consistently across all your contact
centre channels. IntelliResponse
will enable you to reduce the time
spent on a call, while increasing your
first contact resolution rate; both
of which will dramatically improve
your customer s experience. Visit
www.intelliresponse.com for more
information or email us at info@
intelliresponse.com
INTERACTIVE INTEllIGENCE INC
100-41 Jamieson Cres
Whitby, ON L1R 1T9
P: 905-430-9590 / F: 317-715-8561
e: david.paines@inin.com
Contact: David Paines, Channel
Sales Manager
INTERAlIA INC.
4110-79th Street NW
Calgary, AB T3B 5C2
www.interalia.com
P: 403-288-2706x11
F: 403-288-5935
e: info@interalia.com
Contact: Larry Skinner,
Customer Service Specialist
With over 32 years experience
and 250,000 installations in 60
countries around the world, you
can rely on Interalia’s proven
reputation to deliver messages:
simply, clearly and intelligently.
Interalia helps contact centers
all over the world provide the
right message at the right time
while reducing agent chum and
improving customer service. We
have proven solutions that: reduce
caller frustration, speed-up call
processing, provide consistent
messaging, direct callers to
departments, play initial caller
greetings, prompt callers to
remain on-hold and inform callers
of estimated wait times. Since
your call center is the first point
of customer contact, you’ll want
to make sure calls are handled
professionally. Interalia has the
expertise and the solutions that you
need. Visit www.interalia.com/Contact-
Center-Solutions for more information.
INTERIOR CONCEPTS
18525 Trimble CT
Spring Lake, MI 49456-972
P: 800-968-3201
F: 616-846-3925
Contact: Jennifer Way
INVISION SOFTWARE INC
10 South Riverside Plaza, #1800
Chicago, IL 60606
www.invisionwfm.com
P: 312-474-7767
50 contact management.ca January / February 2010

Contact Centre Industry Directory Listings Technology Solutions
Contact: Craig Shambaugh
IPDISPlAYS (TM)
1505 McDermott Dr, #140-104
Allen, TX 75013
www.ipdisplays.com
P: 877-484-5700
F: 214-227-7692
e: info@ipdisplays.com
Contact: Kevin Hooks,
Chief Technology Officer
IQ SERVICES
6601 Lyndale Ave S., Suite 330
Minneapolis, MN 55423
P: 612-243-5124
F: 612-869-6200
www.iq-services.com
Contact: Gregg Williams
ISTONISH INC.
800-4601 DTC Boulevard
Denver, CO 80237
www.istonish.com
P: 303-713-9700
F: 303-713-9688
e: rmendes@istonish.com
Contact: Rachel Mendes
IVRNET
1338 36th Avenue NE, Suite U
Calgary, AB T2E 6T6
www.ivrnet.com
P: 403-538-0400
F: 403-538-2621
e: sales@ivrnet.com
Contact: Eric Lowther, VP, Client Services
KIEWE CONSUlTING
3792 rue Dagenais
Montreal, QC H4C 1L7
P: 514-485v-6373
www.kieweconsulting.com
Contact: Howard Kiewe
KNOVA SOFTWARE
10201 Torre Avenue, Ste 350
Cupertino, CA 95014
www.knova.com
P: 416-222-4450 / F: 412- 22-2 4455
e: info@knova.com
Contact: Andy McNutt, Director
Marketing Communications
lATIGENT
4879 N. Lincoln Ave, Suite 2
Chicago, IL 60625
P: 480-664-1557
e: msurico@latigent.com
Contact: Mark Surico, Director
Business Development
lEFT BANK SOlUTIONS, INC.
11777 San Vicente Blvd., #710
Los Angeles, CA 90049
www.leftbanksolutions.com
P: 310-207-6800x20
e: cciarlo@leftbanksolutions.com
Contact: Chuck Ciarlo
lIMRA INTERNATIONAl
300 Day Hill Rd.
Windsor, CN 06095
P: 888-785-4672
F: 860-298-4064
e: rgiacommara@limra.com
Contact: Rhonda Glacomarra, Sales Associate
lIVEPERSON
462 Seventh Avenue, 21st Fl
New York, NY 10018
www.liveperson.com
P: 212-609-4200
Contact: Jim Disco, Senior Vice
President, Sales
lIVETIME SOFTWARE
780-4100 Newport Place
Newport Beach, CA 92660
www.livetime.com
P: 949-777-5800
F: 949-752-1649
e: sales@livetime.com
Contact: Dr. Darren Williams, CEO
MARKETEl SYSTEMS lTD.
428 Victoria Avenue, 1
Regina, SK S4N 0P6
www.marketelsystems.com
P: 306-359-6893
F: 303-359-6879
e: ngeecau@marketelsystems.com
Contact: Ngee Cau, CEO
MERCED SYSTEMS, INC.
500-333 Twin Dolphin Drive
Redwood City, CA 94065
www.mercedsystems.com
P: 650-486-4000
F: 650-486-4001
e: mgally@mercedsystems.com
Contact: Mark Gally,
Business Development Manager
Merced Systems is the leading provider
of customer operations performance
management applications to contact
centers, field service, channel, and
back-office operations. Merced
Performance Suite v3.0, Merced’s
premier product, is an advanced, fully
integrated performance management
application designed from the ground
up to turn customer operations into
higher performing, data-driven
functions. By integrating data from
disparate sources, delivering advanced
reports and analytics throughout
the organization and providing
personalized dashboards to every
employee, Merced Performance Suite
v.30 increases accountability while
establishing a culture of continuous
improvement. With category-leading
workflow and process improvement
tools, Merced Performance Suite v3.0
also automates critical managerial
activities, which guide and drive
specific employee behaviors. Built for
customer servicing functions, Merced
Performance Suite is optimized for
high impact and low cost of ownership
for customer operations performance
management initiatives. For more
information on Merced Systems,
please visit www.mercedystems.com.
MITEl
350 Legget Drive
Kanata, ON K2K 2W7
www.mitel.com
Contact: Todd Simons, VP, Business
Development
NRG TElERESOURCES
421 Mulvey Ave E, 3rd FL, #9
Winnipeg, MB R3L 0R6
P: 888-753-7300
e: info@nrgteleresources.com
www.nrgteleresources.com
Contact: Lisa
NICE SYSTEMS
301 Rt 17 North 10th Floor
Rutherford, NJ 07070
www.dictaphone.com
P: 888-471-3463x64
e: robert.paddock@dictaphone.com
Contact: Bob Paddock, Sales
NITRO CRM
15 Allstate Parkway, Ste. 600
Markham, ON L3R 5B4
www.nitrocrm.com
P: 905-910-0557
F: 905-415-0552
e: sdorosz@nitrocrm.com
Contact: Sandra Dorosz
NOBlE SYSTEMS CANADA
46 Redwillow Dr
Toronto, ON M3A 2L1
www.noblesys.com
P: 416-391-2888
e: amckenna@noblesys.com
Contact: Andy McKenna, National
Account Manager
NOBlE SYSTEMS CORPORATION
4151 Ashford Dunwoody Road, Suite
Atlanta, GA 30319
www.noblesys.com
P: 404-851-1331
F: 404-851-1421
e: info@noblesys.com
Contact: Chris Hodges,
Sr VP Sales & Marketing
NOVO TECNOlOGIES
49 rue Bel-Air, suite 202
Levis, QC G6V 6K9
P: 1-888-657-6686
F: 418-833-6607
www.novo.ca
Contact: Danny Blouin
Novo Technologies deploys call
recording and screen capture
solutions for compliance and
quality monitoring applications
across a range of industries.
Over the last 15 years, Novo’s
deployments have scaled from
single to thousands of users
organized across single or multiple
sites. Novo’s solutions are costeffective,
scalable and easy to use.
NU ECHO
1435, Saint-Alexandre, Suite 200
Montreal, QC H3A 2G4
P: 514-940-6810
F: 514-861-1676
www.nuecho.com
Contact: Yves Normandin
ODYSOFT/CAlABRIO
1250-1111 St-Charles Street West
Longueil, PQ J4K 5G4
P: 450-646-4774
F: 450-646-7447
e: ecroteau@calabrio.com
Contact: Elizabeth Croteau
One Contact Inc.
5900 Finch. Ave. East, Suite 200
Tornoto, ON L4E 3Z2
P: 416-420-5529
F: 1-888-884-6221
e: mhilmer@onecontactinc.ca
www.onecontactinc.ca
Contact: Michael Hilmer, Founder CEO
One Contact is a mid-market leader in
secure inbound and outbound contact
center services, with a special focus on
outsourced contact center operations,
data entry and fulfillment.
We provide industry-leading service
to our clients, freeing up their time
to focus on growing their business.
We can get your program up fast,
without cultural or knowledge
barriers resulting in a great customer
experience. With over 40 years of
proven collective experience, we
offer the following solutions to help
advance your business. Whether your
program is a highly dynamic direct
marketing response initiative OR full
ongoing customer service we have
a solution underpinned by flexibility.
Our Portal and Software solutions
fill the gaps and create terrific
transparency and data access for you,
ensuring we function seamlessly as an
extension of your operation.
January / February 2010 contact management.ca 51

Contact
Centre Industry Directory Listings Technology Solutions
how PacNet can streamline your P: 866-408-0077
payment processing, saving you e: info@qperformance.ca
time and money.
Contact: Fran Robertson, President
ONLINE BUSINESS SYSTEMS
1710, 840 - 7th Avenue, S.W.
Calgary, AB T2P 3G2
www.obsglobal.com
P: 403-303-8282
F: 403-266-7314
e: dkingston@obsglobal.com
Contact: Dominic Kingston,
Director of Marketing
Do you understand your customer’s
moments of truth across the
channels? Customers seeking
information want to communicate to
a knowledgeable customer service
representative. Perhaps this is
correlated to the first call resolution
rate rather than number of calls
taken. Do you measure average
call handle times and not average
hold-time? Self-service via an IVR
also presents usability challenges.
The IVR persona correlates to the
customer experience and can lead
to a poor customer experience.
Identifying and tracking your
customer’s moment of truths
requires alignment between
organizational and contact center
key-performance indicators.
OBS Global can help you create a
cohesive view of your customer
behaviour. We offer contact center
optimization, business intelligence/
analytics, and self-service solutions
to help maximize your investments.
Contact us now to find out more.
ORBIT GROUP PARTNERS INC.
600 Alden Road, Ste. 209
Markham, ON L3R 0E7
www.orbitgroup.ca
P: 905-948-0160
F: 905-948-9290
e: info@orbitgroup.ca
Contact: Mary Hickling
PAGNET SERVICES LTD.
595 Howe St. 4th Floor
Vancouver, BC V6C 2T5
www.pagnetservices.com
P: 604-689-0399
F: 604-689-0313
e: brendan@pagnetservices.com
Contact: Brendan Mahan, Business
Development Manager
PacNet serves the worldwide
payment processing needs of the
direct response industry. A PacNet
account offers access to multicurrency
merchant accounts, credit
card processing, cheque processing,
eft, direct debit, bank transfer and
more. Contact us today to find out
PANASONIC CANADA INC
5770 Ambler Dr
Mississauga, ON L4W 2T3
www.panasonic.ca
P: 905-238-2366
e: bcox@ca.panasonic.com
Contact: Brian Cox, Marketing Manager
PEOPLECUBE
411 Waverly Oaks Rd
Waltham, MA 02452
www.peoplecube.com
P: 781-530-2600 / F: 781-530-2601
e: info@peoplecube.com
Contact: John Anderson, President
PLANTRONICS
345 Encinal St
Santa Cruz, CA 95060
P: 831-458-4457
F: 831-458-7480
e: joe.mcgrogan@plantronics.com
Contact: Joe McGrogan, Director of Marketing
PREMCOM CORPORATION
19 Mercer St., Ste. 301
Toronto, ON M5V 1H2
www.premcom.com
P: 416-679-2130 / F: 416-979-8623
Contact: Peter Proulx, CEO
PRONEXUS INC.
750 Palladium Dr., Suite 200
Ottawa, ON K2V 1C7
www.pronexus.com
P: 613-271-8989
F: 613-271-8388
e: marketing@pronexus.com
Contact: Alan Atkinson,
Vice President & General Manager
PROSIDE INTERACTIVE
855 SW 78th Ave
Plantation, FL 33324
www.ivrinc.com
P: 954-671-6505
F: 954-671-6505
e: info@prosodiemall.com
Contact: Ross Krisel,
Director of Marketing
PULSE
90 Nolan Court, Suite 1A
Markham, ON L3R 4L9
www.pulsevoice.com
P: 905-754-4100 / F: 905-305-0779
e: sales@pulsevoice.com
Contact: Natasha Stolba
QPERFORMANCE INC
80 Port St, Unit G
Mississauga, ON L5G 4V6
www.qperformance.ca
RESPONSETEK
863-409 Granville St
Vancouver, BC V6C 1T2
www.responsetek.com
P: 604-484-2900
F: 604-642-4202
e: solutions@responsetek.com
Contact: Richard Elliott, VP, Global
Sales & Professional Services
RIGHTNOW TECHNOLOGIES
1801-1 Yonge St
Toronto, ON M5E 1W7
www.rightnow.com
P: 416-214-7588
F: 416-214-7586
e: ahazelton@rightnow.com
Contact: Al Hazelton
RSVP COMMUNICATION
SERVICES INC.
201-31 Nova Scotia Walk
Elliot Lake, ON P5A 1Y9
www.rsuptel.com
P: 705-461-7730
F: 866-461-7402
e: rtraves@rsuptel.com
Contact: Reg Traves, Marketing
SAGE DATA SOLUTIONS INC
200-1948 Merivale Rd
Nepean, ON K2G 1E9
www.sage.ca
P: 613-225-4404
F: 613-225-8664
Contact: Mike Di Lauro
SALESBOOM INC.
502-1668 Barrington Street
Halifax, NS B3J 2A2
www.salesboom.com
P: 902-446-7293
F: 902-446-4850
e: ceo@salesboom.com
Contact: Troy Muise, CEO
Salesboom.com is a leading
vendor of on demand Customer
Relationship Management (CRM)
and Enterprise Resource Planning
business software services for
companies of all sizes. Salesboom
delivers integrated, completely
customizable enterprise
applications, on demand. Our
customers achieve quick ROI with
low TCO. We have you up and
running in days or weeks - not
months or years as required by
traditional client/server CRM softare
installations. Salesboom has 30,000
subscribers and 3500 customers
in over 159 countries, built from
a never-ending dedication to our
customers’ sucess. CUstomers
include leading companies like
Lexis-Nexis, Transcontinental and
PointRoll. Salesboom SaaS business
solutions help SMBs improve Sales,
Marketing, and Customer Service
as well as manage Inventory,
Accounting, and Human Resources
processes, on demand. Free 30 day
CRM software Trial available:
www.salesboom.com 1-877-276-7253
SAP CANADA INC
600-4120 Yonge St
North York, ON M2P 2B8
www.sap.com
P: 416-229-0574
F: 416-229-0575
Contact: Richard Campitelli,
VP, Services & Sales
SAP is the wrold’s leading provider
of business software and is a leader
in providing collaborative business
solutions for 23 industries and
every major market.
SENNHEISER (CANADA) INC.
221 avenue Labrosse
Pointe Claire, QC H9R 1A3
www.sennheiser.ca
P: 514-426-3013
F: 514-426-3953
e: joycea@sennheiser.ca
Contact: Anne Joyce,
Director of Marketing
Established in 1945 in Wedemark,
Germany, Sennheiser is the
acknowledged world leader in
microphone technology, RFwireless
and infrared sound
transmission, headphone transducer
technology, and most recently, in
the development of active noisecancellation.
Sennheiser Canada
(SECAN) is the Canadian whollyowned
subsidiary, wit headquarters
in Pointe-Claire, Quebec. SECAN
represents all Sennheiser products
in Canada and distributes a variety
of other pro audio lines, including
Neumann, XTA, K+H, L-Acoustics,
InnovaSON, MC2, and Kling &
Freitag. Our commitment to the
world of audio is simple: we offer
products that provide the finest
combination of performance and
value available anywhere, and back
them up with superlative service.
SITEL
1000-3102 West End Ave
Nashville, TN 37203
www.sitel.com
P: 615-301-7100
52 contact management.ca January / February 2010

Contact Centre Industry Directory Listings Technology Solutions
e: sales-na@sitel.com
Contact: Julie Casteel, Chief
Global Sales and Mrktng Officer,
Worldwide
SMARTTELECOM
2460 Lancaster Road
Ottawa, ON K1B 4S5
www.smarttelecom.ca
P: 613-744-8204
F: 613-744-8189
e: robert.koblovsky@smarttelecom.ca
Contact: Robert Koblovsky, CEO
SOFTEL COMMUNICATIONS INC.
30-70 East Beaver Creek Road
Richmond, ON L4B 3B2
www.softel.com
P: 416-410-4487
F: 514-341-8561
e: jconeta@softel.com
Contact: John Cognata, Pres
Solutions Oxilio
540 avenue Notre-Dame
St-Lambert, QC J4P 2K7
www.oxilio.com
P: 514-871-4721
F: 514-871-4721
e: info@oxilio.com
Contact: Jean-Francois Pharand, President
SOUND-RITE ACOUSTICS INC.
175, 129 - 17 Avenue NE
Calgary, AB T2E 1L7
P: 403-296-050
F: 403-296-051
e: marty.dahl@sound-rite.com
Contact: Marty Dahl, President
SOUNDNOTES TECHNOLOGY
154 Fifth St
Toronto, ON M8V 2Z7
www.soundnotes.com
P: 416-255-2244
e: john.hussein@soundnotes.com
Contact: John Hussein, Director,
Enterprise Solutions
SPANLINK COMMUNICATIONS
76 Abbyview Dr
Toronto, ON L1P 1W5
www.spanlink.com
P: 416-855-6834
F: 416-855-6307
e: david.henders@spanlink.com
Contact: David Henders, Sales,
Central & Western Canada
SPECTRUM CORPORATION
10048 Easthaven Blvd
Houston, TX 77075
www.specorp.com
P: 713-944-6200
F: 713-944-1290
e: info@specorp.com
Contact: Gary Liddell, Vice
President
STARTEK
100 Garfield Street
Denver, CO 80206
www.startek.com
Contact: Michael Griffith, Senior
VP, Sales
F: 972-422-1680
e: bbrittan@symon.com
Contact: Bob Brittan
monitor and archive customer
interactions. With integrated, highly
customizable quality assurance,
agent access and e-training modules,
ECHO delivers a wide array of tools for
enhancing service and ROI. ECHO is
a turnkey, self-contained system and
is licensed based on concurrent ports
in use. The available Web Services
provide a truly Service-Oriented
Architecture (SOA) allowing simple
integration between ECHO and any
Web Services-enabled platform.
ECHO interfaces seamlessly with
Avaya and Cisco telephony solutions
and can record TDM, VoIP or both.
The browser-based front end allows
SYNTELLECT
100-16610 North Black
Canyon Highway
Phoenix, AZ 85053
STRATASOFT
519 N. Sam Houston Pkwy E, Suite 550
Houston, TX 77060
P: 832-446-4501
www.stratasoft.com
Contact: Asim Saber
Stratasoft Inc is a global leader in
contact center technology solutions,
www.syntellect.com
P: 800-788-9733
F: 602-689-2899
e: kgyssler@syntellect.com
Contact: Keith Gyssler, VP, Sales
SYNTELLECT INC
1213 Sienna St
Mississauga, ON L5H 4L4
providing innovative CTI products P: 416-618-4457
to the industry since 1995. Our Connecting e: asagu@syntellect.com with your customers
great flexibility for any business
products consist of Stratadial Vc2 CONTACT: Andy Sagu, Area
model, with unlimited evaluations,
our award-winning contact center Manager, Canada
categories, questions, users, user
anytime, anywhere.
management system with Predictive/
types and more.
Preview/Progressive Dialer, Inbound TALISMA
Backed
CORPORATION
by TELUS.
and Blended call capability, Call 411 108th Avenue NE, #900
TELEGENIX, INC.
Recording, and ACD functionality, Bellevue, WA 98004-5841
1930 Olney Avenue
StrataVoice, an unattended A high-performance message contact www.talisma.com
centre not a do-it-yourself proposition. Cherry With Hill, TELUS NJ 08003 as your partner,
notification system, and you IVR. leverage our experts P: 905-887-2282
to establish best practices that get the most P: out 800-424-5220 of people, processes F: 856-424-0889 and
technology. Let's work e: edmun.yeung@talisma.com
together to turn your mission-critical contact e: phil@telegenix.com
centre into a vehicle for
SYMMETRICS successful customer loyalty, Contact: growth Edmund and competitive Yeung, dominance. Contact: Phil Scott
#2200 - 1050 West Pender St Regional Sales Manager
Vancouver, BC V6E 3S7
www. symmetrics.com
TAYCO
TELESOFT SYSTEMS
657 Montroyal Blvd.
P: 604-891-5566
For 630 more Kipling information, Avenue please visit telus.com/mcc
North Vancouver, BC V7R 2G2
e: richardm@symmetrics.net Toronto, ON or M8Z phone 5G11-877-288-2810.
www.telesoftsystems.ca
Contact: Richard McElroy, VP, Sales P: 416-252-8000
P: 604-986-4116 / F: 604-986-4115
& Marketing
Symmetrics delivers reporting,
analysis and performance
management solutions specifically
designed for contact centres. Our
solutions enable customers to more
effectively and efficiently manage
their contact centers and make
better decisions through easier
access to the right information.
It’s flagship solution the nVISION
Contact Center Performance
Management Suite is used by
contact center customers of
all sizes worldwide, addressing
data integration/consolidation,
presentation and access via it’s highly
flexible and affordable architecture.
NEW PRODUCT JUST LAUNCHED!
Symmetrics now offers a new
Software as a Service called nVISION
on Demand an online application
for contact center reporting and
F: 416-252-4467
Contact: Phil Philips, President
TELDISCO INC.
1075 South Service Rd. West
Oakville, ON L6L 6K3
www.teldisco.com
P: 905-827-6217
F: 905-827-0513
e: info@teldisco.com paul@
teldisco.com
Contact: Paul Chapman, President
TELECORP PRODUCTS INC
2000 E. Oakley Park Rd, #101
Walleo Lake, MI 48390
www.telecorpproducts.com
P: 248-960-1000
F: 248-960-1085
e: sales@telecorpproducts.com
Contact: Rick Wisokowski,
Sales Manager
e: david_filwood@telesoftsystems.ca
Contact: David Filwood, Founder
and Principal
the future is friendly ®
TELUS
Brian Canfield Ctr - 3777 Kingsway
Burnaby, BC V5H 3Z7
www.telus.com/mcc
P: 604-803-8830
F: 604-430-2082
e: roman.santos@telus.com
Contact: Roman Santos,
Business Development Consultant
At TELUS, we’ve implemented more
than 500 proven contact centre
solutions across Canada. We’ve
invested more than $100 million in
building our own highly successful
solutions, both here and off-shore.
And because every business we
work with is unique, every solution
we customize is different. Not tied
analytics. NO SOFTWARE. NO
TELEFORMIX
to any single vendor, we’re free to
HARDWARE. NO IT RESOURCES. 2100 Golf Road, Suite 460
create the solution that’s perfect for
NO BIG FEES. For more info, visit Rolling Meadows, IL 60008
you - whether it’s a system you own
us on the web at symmetrics.com/ P: 847-812-9150
and manage yourself, a fully hosted
ondemand
F: 847-640-1328
and managed solution or anything
www.echo.teleformix.com
in between. Our experienced
SYMON
500 N. Central Expressway, #175
Plano, TX 75074
www.symon.com
P: 972-578-8484
Contact: Maria C. Gullo
ECHO is a digital call recording, screen
capture and monitoring platform
that is designed to record, evaluate,
consultants can help you execute
a dynamic customer experience
anywhere, every time. Our dedicated
application deployment team will put
January / February 2010 contact management.ca 53

Contact Centre Industry Directory Listings Technology Solutions
their hands-on experience to work
ensuring your contact centre strategy
delivers everything you expect. For
more information, please visit telus.
com/mcc or phone 1-877-288-2810.
TERADATA CANADA
6865 Century Ave
Mississauga, ON L5N 2E2
P: 905-821-1047
F: 905-821-9252
e: rick.makos@ncr.com
Contact: Rick Makos, President
TOPDESK
100, 111 - 5 Avenue SW, #300
Calgary, AB T2P 3Y6
www.topdesk.com
P: 403-775-1345
CONTACT: Sales Dept.
TOUCHSTAR
3025 South Parker Road, Ste. 925
Aurora, CO 80014
www.touchstar.com
P: 303-338-0678
e: sales@touchstar.com
Contact: Chris Rieple
TRINICOM CANADA INC.
395 Sagewood Place SW
Airdrie, AB T4B 3N1
www.trinicom.ca
P: 403-714-0033
e: baszohlandt@yahoo.ca
Contact: Sebastiaan Zohlandt,
Managing DirectorUPSTREAM
WORKS SOFTWARE
8000 Jane St.
Vaughan, ON L4K 5B8
www.upstreamworks.com
P: 905-660-0969
F: 905-660-8769
e: sahmed@upstreamworks.com
Contact: David Quinn, V.P of Sales
VERINT WITNESS ACTIONABLE
SOLUTIONS
1800 Berlier
Laval QC H7L 4S4
P: 450-686-9000
www.verint.com
Contact: Erik Laurence, VP
Marketing, Contact Centre
Solutions
VIPDESK, INC.
324 North Fairfax Street
Alexandria, VA 22314
P: 703-299-4422
F: 703-299-9767
Contact: Tim Gordon
VIRTUAL HOLD TECHNOLOGY
137 Heritage Woods Drive
Akron, OH 44321
www.virtualhold.com
P: 330-670-2200
F: 330-666-2269
e: ecamu@virtualhold.com
Virtual Hold Technology’s patented
virtual queuing solutions help call
centers meet service level targets
with reduced staffing requirements.
Virtual Hold educates callers of their
estimated wait time and gives them
the choice of remaining on hold or
receiving a callback when it’s their
turn to speak with an agent; other
features include scheduled callbacks
and integration with your Web site
for click-to-callback.
pub Sept.07 31/08/07 12:52 Page 1
VOCALCOM
102-6700 ch de la Cote-de-Liesse
Saint-Laurent, QC H4T 2B5
P: 514-733-6444 / F: 514-733-7999
e: gseroukas@vocalcom.ca
Contact: George Seroukas, Director
Over the past 10 years, Vocalcom
has provided world-class contact
center solutions. With a global
presence in 37 countries and over
3500 clients using our systems daily,
Vocalcom occupies a leadership
position in today’s call center
marketplace. Within the Vocalcom
product portfolio list you will find
the latest ACD, IVR, PREDICTIVE
DIALING, HOSTED SOLUTIONS, CALL
RECORDING, CTI, SCRIPTING SCREEN
POP, SPEECH ENGINE, VOIP/HMP
ENGINE, REPORTING, SUPERVISION
AND EMAIL MANAGEMENT.
Together these next generation
technologies can be bundled with
Vocalcom’s software architecture
to provide turn key solution for all
industry segments. Vocalcom is
present in all 5 continents, with
its innovative products Vocalcom
has influenced the industry. Its
unique positioning has exceeded
its client’s expectations. What
differentiates Vocalcom from
the competition is its workforce,
25% of the staff are from the call
center industry thus influencing
the product development. This
demonstrates that the Vocalcom
products are developed based on
client’s requirements and that we
understand our clients needs.
VOICEGENIE TECHNOLOGIES, INC.
1120 Finch Avenue West
Toronto, ON M3J 3H7
P: 416-736-0905
e: info@voicegenie.com
Contact: Cheryl Alden VPI
160 Camino Ruiz
Camarillo, CA 93012
www.vpi-corp.com
P: 805-389-5200
F: 805-389-5202
Contact: Chris Morrissey, Vice
President of Sales and Marketing
WORKFORCE MANAGEMENT
SOFTWARE GROUP INC (WFMSG)
3245 West Main St
Frisco, TX 75034
P: 877-668-6870 x 801
www.wfmsg.com
Contact: Daryl Gonos
WEBCOM SUPPLY
29 Evergreen Lane SW
Calgary, AB T2Y 3T9
www.webcomsupply.com
P: 403-554-7795 / F: 403-770-8500
e: johnb@webcomsupply.com
Contact: John Baril, Managing
Director
VOICEVAULT
35 Corporate Dr.
Burlington, MA 01803
P: 781-685-4600
www.voicevault.com
Contact: Karen Hurwitch
VoiceVault specializes in voice
biometric identity verification
solutionssuch as caller
authentication, web authentication,
and password reset. In August 2008,
VoiceVault was recognized as the
Speech Technology magazine’s 2008
Market Leader Award for Speech
Security. Our global customer base
of public and private organizations,
include ABN AMRO, AIB, National
Farmers Association, Progressive
Insurance, as well as many others.
The companies services are ISO
27001 certified and accredited to
issue advanced digital signatures
allowing individuals to confirm their
acceptance of the terms of sale
over the telephone without any
paperwork, simply by registering
and verifying their voice.
WILLIAMS
TELECOMMUNICATIONS CORP.
5610 Kennedy Road
Mississauga, ON L4Z 2A9
www.williamsglobal.com
P: 905-712-4242
F: 905-712-1754
e: salesweb@williamsglobal.com
Contact: Sales Dept.
WINDOWS TO TECHNOLOGY LTD.
200-150 Sidney Street
Belleville, ON K8P 5E2
www.win2tech.com
P: 613-961-1571
F: 613-961-1779
e: sales@win2tech.com
XENTRAX CONTACT
CENTRE SOLUTIONS INC.
6777 Invader Crescent
Mississauga, ON L5T 2B6
www.xentrax.com
P: 905-362-2229 x226
F: 905-565-1181
e: sales@xentrax.com
Contact: Sales
Xentrax Contact Centre Solutions
has been actively involved in
the Canadian Contact Centre
marketplace for over 15 years.
Xentrax’s singular focus &
specialized expertise in delivering
innovative software solutions,
combined with our unparalleled
customer service has served
to elevate our customer’s
success through Contact Centre
performance. We are a full service
organization providing sales,
project management, product
training, professional services,
implementation services as well as
ongoing product support. Xentrax
has strategically partnered itself
with market leading application
developers in the fields of workforce
optimization applications such as
workforce forecasting & scheduling,
Contact Centre Reporting/Analytics,
Quality Monitoring and compliance
recording, Automated Customer
Satisfaction Surveys & eLearning.
For more information contact us at
888-XENTRAX (888.936.8729) or
visit us at www.xentrax.com
XEROX CANADA
100-237 Brownslow Ave
Dartmouth, NS B3B 2C6
P: 902-470-3028
e: cameron.bruce@xerox.com
www.xerox.com
Contact: Cameron Bruce
XWAVE
1505 Barrington St., PO Box 880,
Stn Ctrl RPO
Halifax, NF B3J 2W3
P: 866-425-4268
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