ABOUT US

Jane has been actively consulting on all aspects of contact center management for more than 20 years and is passionate in her belief that the people who interact with your customers ultimately determine your organization’s effectiveness and success. Her first-hand practical experience combined with an entrepreneurial spirit is an asset to domestic and international clients in retail, government, health, entertainment, utilities and telecommunications.

Her focus is the design, delivery, and implementation of learning and development programs and performance management and quality assurance initiatives that bring out the best in people. Jane’s clients appreciate the fact that she takes the time to learn their business to insure that their call center activities and processes are aligned and complement the organization’s strategic goals and objectives.

Jane earned a Bachelor’s degree from Carleton University and a Certification in Human Resource Management from Humber College.

With more than 25 years of contact center consulting experience, Deborah has assisted clients in Canada, the US and Latin America, with strategic planning, design, implementation and optimization of sales, marketing and customer service contact center operations.

Deborah specializes in operational and human resource issues specifically in the areas of performance management and measurement and developing performance improvement strategies. She has conducted many in-house training programs and is also a featured speaker at many contact center conferences in Canada and the U.S. on the topics of Performance Management for Contact Centers, Best Practices for Contact Center Management, and Quality Monitoring for Contact Centers.

Prior to joining The Customer Group, Deborah was a Senior Business Consultant for a major Canadian telecommunications company with a specialization in the financial, manufacturing and utility sectors. She assisted a variety of Fortune 500 organizations in determining their sales and servicing needs and providing creative telecommunications solutions.

Deborah received consulting certification by C.C.M.A. (Contact Center Management Associates) in the area of Contact Center Performance Measurement and Management (Qualitative and Quantitative) and also for conducting Contact Center Operational Assessments.

Paul is an authority in contact centre and interactive voice response (IVR) design, strategy, and procurement. Paul’s extensive career of more than 20 years in the industry means he has experienced first hand the evolution of voice centric contact centre to multi-channel to current day omi-channel. In addition to keeping abreast of changing trends Paul has provided analysis on all of the major call center providers such as Genesys, Avaya, Cisco, Nuvox, Mitel , Five9s, InContact and others.

As the industry trends have evolved to omi-channel so have the opportunities for clients who are leaving behind their traditional call centre technology in favour for hosted or cloud-based services. Due to this change in the market place, Paul is a subject manner expert in providing clients clear ROI comparisons between traditional ownership, hosted to cloud.

As a double threat to our competitors, Paul in addition to his extensive contact centre experience has worked with on numerous IP Telephony/Unified Communication (UC) projects providing technical expertise.
Paul is skilled in the preparation of providing technical specifications for RFP (Request for Proposal) and routinely works directly with our clients steering committees to provide technical oversight during the vendor evaluation process. He is relied on by his clients for his vendor-neutral recommendations.

Graduate from Sir Sandford Fleming College; Electrical Engineering Technician Telephone Systems.