Why Simplicity is Essential:

Getting service can too often be a complicated proposition. Whether through a company's contact centre, website, or store, receiving service in a simple, effortless manner can be difficult. With the advancements made in systems and processes along with the abundance of talent available, the key question is: WHY?
 
Delivering service is not an easy task, and having worked in the industry for 25 years, I am very familiar with the amount of effort required to run an effective and capable service operation. In my experience, service delivery is made up of three main concepts:
People: Sourcing, training and nurturing the best available long-term talent
Process: Engineering procedures that are easy to learn, execute and follow   
Technology: Deploying innovative, scalable and easy to use systems that are dependable
While these concepts are part of all businesses, it's how they are executed that distinguishes one organization from another and especially in the delivery of service. ​​

Our Approach:

High level concepts to consider under the three pillars required to deliver exceptional service:
PEOPLE
  • Attract diverse skills, competencies, and experiences.
  • Have a structured onboarding process
  • Leverage proven and innovative training methods.
  • Deploy a coaching methodology and framework.
  • Foster a culture of openness, transparency, and appreciation. 
PROCESS
  • Create a service delivery strategy
  • Develop a seamless, integrated workflow model.
  • Deploy a continuous improvement methodology and practice.
  • Institute a project management framework.
  • Build a mechanism to measure and monitor quality of service.
TECHNOLOGY
  • Implement a robust, integrated IVR and Telephony framework.
  • Deploy a proven Customer Relationship Management software.
  • Introduce a user and search friendly Knowledge Management tool.
  • Employ innovative and dependable contact centre technologies
  • Experiment with artificial intelligence and robotics.

Testimonials:

"For the period of May 2014 through April 2015, Eli was hired to help us nationalize our Contact Centre Workforce Management and to identify ways that we could improve overall efficiency and effectiveness. Eli was a pleasure to work with. He showed a strong commitment to our organization and sets a high standard for himself and that of his work. He brought considerable value and was instrumental in helping us improve our Workforce Management operation and introducing a national Work Force Management business model. I would relish the chance to work with him again."  
- Jeff Griffith (Desjardins)
"Eli began consulting for SureWerx in April of 2015 and continues to do so today. His primary objective has been to optimize our inside sales and service operation. This has been accomplished by a rigorous understanding of our people, processes and technologies, followed by the creation of a customized strategic plan to implement his recommendations on how to achieve a world class customer experience. Eli is a strong thought leader and he continuously pushes us to think creatively and drive innovation as key differentiators for our business. I would highly recommend Eli to any prospective client considering the use of his services."
- Clive Sheppard (SureWerx)
"Eli consulted for us when I was VP of Sales and Service at CHEP in 2015 & 2016. He was hired to help us transform various elements of our customer service framework. He developed a charter for how we should deliver customer service and created various related programs to augment our strategy. This followed with the identification of over 50 best practices for us to emulate as we transformed our business model. Eli is intelligent, creative and through his support our results improved. I would highly recommend Eli to anyone looking to transform their customer experience." 
- Steve Johnston (CHEP)
FOUNDER & LEAD CONSULTANT

Eli Federman

  • 25 years of management and consulting experience in customer service sales and operations
  • Broad understanding of all customer channels with deep expertise in Call Centres
  • Large scale people leader accomplished at building employee engagement   
  • Strategic thinker skilled at planning, implementation and road map development
  • Strong collaborator effective at process, project and budget management 
  • Call Centre knowledge includes shared services, outsourcing and start up 
  • Experience in business transformation, integration and consolidation 
  • Proven track record in sales to lift revenue
  • Adept at creating efficiencies to reduce cost