Hello from Contact Centre Nova Scotia
I have been in the contact centre business now for longer than I can remember and I am struck by how much the industry has matured from its early days in the late 80’s.
There was a time when call centre was the common term used to describe a contact centre and it typically meant outbound calling or telemarketing activity. Today contact centres are the lifeblood of many organizations – the front line or brand ambassador so to speak of a company. With our fast paced digital world it is not longer possible for a company to rest its laurels on having a “great brand”. The brand has to live up to its promise and customer service and sales play a large role in the way the brand is experienced by customers.
Not surprisingly contact centres are evolving to become “proactive digital communications centres”. A bit of a mouthful but together the words really express what is happening in the industry. Who would have thought a few years ago that a “contact centre” wouldn’t handle calls?
I have a lot of passion for the industry and I am very excited to help steer our board and industry closer to our vision which is to create respected professional careers and enhance the evolving contact centre industry in Nova Scotia.
Please get involved in our association by visiting our website, our Facebook page, following us on Twitter and by all means come to our workshops and networking events. Together we can make this industry even more vital.
President, Contact Centre Nova Scotia
Marco has been in the contact center industry for the past 15 years in senior operations and client facing roles with multiple site responsibility. Marco began his career with Convergys where he moved from operations to client services overseeing 7 sites in Canada and 2 in the US. Marco then moved to Register.com where he oversaw the corporate division and brought a full spectrum of functionality into one operational site, from sales to account management to back office to invoicing to collections. He then moved to Charlottetown PEI to run the Resolve site with 500 FTE and multiple programs. Returning to Dartmouth brought the opportunity to lead the Convergys site with 750 FTE. Marco is now General Manager Operations at HGS overseeing multiple sites across Canada. Marco coaches several sports and plays golf whenever the opportunity arises.
Cecelia MacLellan – Director
Cecelia started her Contact Centre career in 1994 and spent the next 9 years managing in the outsource sales environment. In 2003 she joined Staples as Contact Centre Manager for Staples.com customer service. Over the past 9 years Cecelia has seen increasing levels of responsibility and currently manages sites in both Canada and the US.
Cecelia and her husband live in Lower Sackville. They can often be found at the ball fields and arenas across HRM with their children Justin and Lauren.
Shane Maguiness – Director
Shane Maguiness is the Director of Sales for Group Elite Communications who specializes in Contact Centre optimization tools and is a Platinum Partner of NICE Systems. Shane works with contact centres to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance security. Previously, Shane has spent time as a Supervisor for an Inbound/Outbound Software Sales department and as an agent in an inbound contact centre environment. Shane is an active member of other contact centre associations across Canada.
Todd Field – Director
Jennifer Flynn – Director
Lucian Jurko – Director
Monica Lachance – Director
Kris O’Brien – Director
Anita Swamy – Director