Wilton & Associates Inc.

Contact Centre best and leading practices, resources and solutions for North America, and Government. Building CX outcome and feedback frameworks leveraging your business objectives (or government and departmental) operationalizing it through your Contact Centre. BPO's: leveraging our extensive experience with CX, Analytics and BPO's industry to transform your go to market approach to add entirely new, highly valuable and sticky revenue lines to your business, differentiating your position against your competition and enhancing your profits (as well as your customers). Project Examples: • AG Report fixes for contact centres at the Government of Canada • Establishing the first SAAS hosted contact centre 19 years ago in Canada • Implemented 100 successful contact centre solutions • Established Customer Experience and Call Centre strategies and roadmaps for both private and public sector • Established Voice of the Customer Programs • Business Case Development, RFI, RFP, business requirements gathering • Director of Operational Oversight for the 42nd General Election, Call Center design, deployment, management of 6 call centers • WFM and Speech Analytics Implementation, program development and establishment • Call Centre Auditing and Operational Reviews, Target Operating Model and Gap analysis steve.wilton@wiltonassociates.ca Specialties: Auditor General Fix and Analysis for Governments, BPO 2.0 Transformation Services, Contact Center Optimization, Customer Experience, Journey Analytics, Text Analytics, Speech Analytics, Collections Effectiveness, Omnichannel Evolution