In
1991, NuComm CEO Réal Bergevin founded John Moss Associates, a consulting and training company specializing in contact center management. This early foundation in contact center consulting gave us a wealth of knowledge in customer relationship management services.
Réal and his colleagues were instrumental in improving the efficiency and effectiveness of over 60 contact center operations with strategic planning, staff management, quality management, customer service, technology and performance management techniques. 
It was in these early days that Réal began developing a new call center business model that leveraged technology, statistical quality control and a structured approach to building a workplace culture of continuous improvement. He developed best-of-class practices for recruiting and training, reducing call handling times and other efficiencies that go straight to a contact center client's bottom-line. He later detailed his findings and philosophy in his book, 23 Steps To An Effective Call Center, a comprehensive step-by-step guide to building efficient and profitable call centers.
In 1996, Réal collaborated with his wife, Anne (who has extensive call center management experience), to expand the business to that of a full-service contact center services provider. NuComm was born.
Using the learnings and efficiencies uncovered in various career positions and successes in dozens of call centers, NuComm quickly grew from a single call center to an international company.
NuComm's core operating philosophy and culture is founded on simple but important beliefs and values:
- Treat people with honesty, dignity and respect and they will treat your customers the same way.
- Provide them with an environment of continuous learning and opportunity and they will view their employment with you as a career not a job.
- Equip them with the proper tools and training to succeed, and reward them frequently for performance.
Combined with operational excellence and cutting-edge technology, this philosophy has helped drive NuComm to a leadership position within the contact center industry and consistently deliver breakthrough performance for its clients. |
