Jane Finn

Contact Strategies Inc.
Managing Partner, President]

A Call Center professional with 25+ years of progressive business and contact center management experience. A hands-on practitioner with a proven track record for achieving results, on-time and on budget.

• Possesses an entrepreneurial spirit with the ability to effect positive change by influencing, mentoring and developing others
• Collaborative leader adept at forging strong relationships both internally and externally
• Able to efficiently and effectively utilize all available resources to action ideas, resolve problems, meet deadlines and deliver on commitments
• Strong business understanding of financial, government, healthcare, hospitality, insurance, retail, telecommunications and utility sectors in Canada, the US, the Caribbean, India, the Philippines and Taiwan
• Experienced working with a wide variety of contact center technologies including PBX, ACD, IVR, Dialers, WFM, QMS and CRM software

Contact Strategies Inc. is an independent consulting and training firm whose focus is the development of people and the implementation of sound business policies, processes and procedures to enhance accessibility, improve first call resolution and increase customer satisfaction and loyalty for our clients.

Working independently and with teams of consultants, facilitators and IT specialists has provided clients with services that encompass all aspects of contact center operations including project management for start-ups, operational assessments, process engineering, hiring, recruitment, training, quality assurance and performance management. Additional responsibilities include sales and business development and full P&L accountability.

Contact Strategies Inc.

www.ContactStrategies.com

“Call Centres…A World Apart – A Part of the World!”

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

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

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

Contact Strategies focuses on ensuring that our clients maximize the:

• Efficiency of their Call Centre operations through the use of technology and valid processes
• Effectiveness of their Call Centre Agents
• Strategic Value of the Call Centre operation to the entire organization.

About Us

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

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

Our Mission

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

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

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

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