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

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