Stephen Ng

Retired professor from Centennial College, Ontario.

Between 1997 and 2006, Stephen directed the development and delivery of the immensely successful Call Centre Management Program at Centennial College. Prior to joining Centennial, Stephen was the Vice President of Sales and Policy Administration at CIBC Life Insurance Company, responsible for the planning, implementing and managing of call centre and related strategic planning activities. Before joining CIBC, Stephen was an executive with North American Life Assurance Company in charge of direct marketing call centres, corporate strategic planning, customer services, at various times.

Stephen is an alumnus of the Program for Senior Executives at the Sloan School of Management, Massachusetts Institute of Technology, and Grantham Teaching Institute in Hong Kong.

Jane Finn

Jane Finn is a Managing Partner of Contact Strategies and a hands-on practitioner with more than 25 years of contact centre experience. Jane has a B.A. in Political Science and an HR Diploma.

Jane started her career as a Credit Analyst with an international reporting agency and rapidly progressed through the organization, holding a number of positions related to the development and implementation of specialized job functions, workload analysis, job evaluation, performance assessment, training, call centres and operations management.

Jane joined Alberta Government Telephones (Telus) and then Bell Canada as a business consultant. Her responsibilities included conducting operational assessments to assist her clients in determining their sales, marketing and servicing needs and developing creative communication, marketing and training solutions.

Jane has been an independent contact centre consultant since 1990. For more than six years Jane served on the Call Centre and Catalogue Councils of the CMA – Canadian Marketing Association. Jane was also a founding board member of the CTA – Canadian Telemarketing Association. Currently, Jane is a member of the CFIB, C4 – the Call Centre Consulting Connection, the CPA – Contact Professionals Alliance and a Senior Adviser for the Institute for Contact Professionals (ICP).

A featured speaker on the topics of Quality Monitoring & Coaching, Service Level Management, Performance Management and Customer Service, Jane has spoken at a variety of conferences and conducted numerous in-house and public training seminars and workshops throughout North America, India, Philippines and the Far East.

Deb Morden

Deborah Morden is a Managing Partner of Contact Strategies Inc. Deborah has been actively involved in the call centre industry for over 25 years, in Canada, US and Latin America, assisting her clients in the planning, design, implementation and optimization of their sales, marketing and customer service call centre operations. Prior to starting her own consulting firm, Deborah was employed by a major Canadian telecommunications company as a Senior Business Consultant. She assisted a variety of organizations in determining their sales and servicing needs and providing creative telecommunications solutions.

As a call centre specialist, Deborah targets key areas for review and analysis, such as; strategic business planning, operational issues and human resource issues specifically in the areas of the management and measurement of performance and performance improvement. Her clients include national organizations in the finance, manufacturing, distribution, utility and government sectors.

Deborah is certified to consult in the area of Call Centre Performance Measurement and Management (Qualitative and Quantitative) and also for conducting Call Centre Operational Assessments.

Deborah founded the London Contact Centre Association. She is an active member of C4 - Call Centre Consultants Connection, CPA – Contact Professionals Alliance and a Senior Advisor for The Institute for Contact Professionals (ICP). She has conducted many in-house training programs and is also a featured speaker at many call centre conferences in Canada and the U.S. on the topics of Performance Management for Contact Centres, Best Practices for Contact Centre Management and Quality Monitoring for Contact Centres.

Nora Lee

Norah Lee graduated from the University of Caledonia in Scotland with a B.A. in Business Administration. She is a career educator with extensive experience teaching at the college level in Scotland, Australia and Canada where she is currently a professor at Centennial College. Since 1997, Norah has been teaching in the Call Centre Management Program at Centennial, where she was responsible for the development and delivery of courses in Customer Relationship Management, Quality Monitoring and Coaching, and Employment Law & Conflict Resolution. She also presented these courses on-site to several large organizations mainly in the insurance and telecommunications fields. In addition, Norah is a qualified facilitator of Personality Dimensions workshops, a self discovery instrument designed to improve relationships and reduce conflict.