31 May 2018

Meet the ComputerTalk Team: Georgia Coward

Written by Martin Borowski, Posted in ComputerTalk


Name: Georgia Coward

Function: People Functions

Education: BA English - University of Western Ontario; HRM Post-Graduate Certificate - George Brown College; CHRP - Human Resources Professionals Association

What do you do here?

I am the People Function Lead, which means that I am customer service for all the employees. I do your traditional HR stuff, such as full-cycle recruiting (from campus recruiting to experienced hires), health and safety compliance, benefits and retirement administration, staff performance reviews and profiles, compensations and total rewards (market data, pay scales), planning social events, and a many other ad hoc projects.

What do you like about your role?

I like the variety. If I'm overwhelmed or can't do something right away, I can switch to something else. Being able to work between 5 or 6 different problems or projects works for me as I don't have the patience to work on one task at a time. As well, I like the autonomy. I don’t need to go to Blair [ComputerTalk's Chief of Staff] every 30 seconds to ask if my work is okay for approval because that would slow everything down. She trusts me and lets me run with things, but is always there for support. I talk to a lot of my other friends who work in HR and they are assigned to 4 or 5 tasks for the whole year. They must go to their manager with every draft to get approval, which I couldn't imagine for myself.

04 June 2013

Outsourcing a contact center

Written by Martin Borowski, Posted in Contact Center, Unified Communications

These days, companies use outsourcing to gain a cultural and competitive edge. This can also be viewed as an opportunity to re-invent a brand or product that requires a fresh start. The other benefit with outsourcing new partner is that the relationship is moulded carefully, fully catering to the needs of the business and without the history/baggage of existing departments and processes that may not have worked in the past.

However, outsourcing a contact center is different than any other forms of outsourcing. In the past, contact centers had a negative reputation for being ‘cost’ centers. Outsourcing decisions were largely based on cost savings and therefore with limited budget did not generate the business sought after. Today we see a lot of change from that. Contact centers now are very savvy in the way they handle their side of the business. They now have become essential to winning over customers, increasing sales and given the multitude of tech-savvy consumers out there, magnifying a company’s brand online.

When looking to outsource contact center, keep these four points in mind: