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CCNS Lunch and Learn Webinar: Process Improvements: Quick Wins for Real-Time Savings
April 23 @ 12:00 pm - 1:00 pm
This is a practical session for front‑line contact centre team leaders. It explains what a process really is, how to spot when it is broken or inefficient, and why many daily frustrations are process issues, not people issues. Leaders will see how small, realistic improvements made close to the front line can add up to real time savings, better agent experiences, and improved customer outcomes. The focus is on everyday contact centre scenarios and actions leaders can take immediately.
FACILITATOR : Philippe Enguehard
BIO: Philippe Enguehard (Phil) is a process practitioner with over a decade of experience in the insurance sector. A proud Newfoundlander, Phil began his career at Johnson Insurance as a contact centre insurance representative, progressed into a team leader role, and later transitioned full-time into process improvement. In this capacity, he partnered closely with peers to design and implement innovative solutions to operational challenges.
Since joining Medavie Blue Cross in 2020, Phil has led dozens of process improvement initiatives and collaborated with teams and leaders across Operations. Through this work, he has helped strengthen a culture of continuous improvement and supported the delivery of practical, meaningful, and sustainable solutions.
Outside of his professional life, Phil is married and enjoys a quieter pace at home, where he and his wife keep chickens. He is also a dedicated long‑distance runner who participates in ultra-marathon events, an interest that strongly influences his perspective on resilience, discipline, and continuous, incremental progress.
FACILITATOR : Philippe Enguehard
BIO: Philippe Enguehard (Phil) is a process practitioner with over a decade of experience in the insurance sector. A proud Newfoundlander, Phil began his career at Johnson Insurance as a contact centre insurance representative, progressed into a team leader role, and later transitioned full-time into process improvement. In this capacity, he partnered closely with peers to design and implement innovative solutions to operational challenges.
Since joining Medavie Blue Cross in 2020, Phil has led dozens of process improvement initiatives and collaborated with teams and leaders across Operations. Through this work, he has helped strengthen a culture of continuous improvement and supported the delivery of practical, meaningful, and sustainable solutions.
Outside of his professional life, Phil is married and enjoys a quieter pace at home, where he and his wife keep chickens. He is also a dedicated long‑distance runner who participates in ultra-marathon events, an interest that strongly influences his perspective on resilience, discipline, and continuous, incremental progress.