Building a Culture of Continuous Process Improvement
Wednesday, May 6, 2015
10:45 AM - 11:45 AM
Organizations today are continually being challenged to add value for their customers and reduce costs at the same time. Building a culture of Continuous Process Improvement has allowed the Respondent Contact Centres at Numeris to own this reality and build employee engagement at the same time. See how the team at Numeris learned about Kaizen and is building a cultural mindset of systematic, incremental changes to internal processes that is improving efficiencies and quality.
About the Speaker
Fred oversees the contact centre operations at BBM Canada. He brings a wealth of knowledge and experience to the role, having held increasingly senior roles across the banking, call centre and market research industries. Fred began his career at TD-Canada Trust, gaining extensive insights and skills around driving sales and delivering client experiences in line with brand. Subsequently, he spent 10 years with ING Direct helping to build effective and vibrant Back Office and Call Centre departments. Fred branched out into the Market Research industry joining BBM Canada as Director, Contact Centres in 2009. As part of his role, Fred ensures that robust standards are maintained in order to meet and exceed productivity and quality targets. In particular, Fred is excited to be leading a management team that is actively engaged in bringing the internal call centre culture to a new level and as a result, realizing a memorable and effective respondent experience.