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CONTACT CENTER & OPERATIONAL EFFICIENCY CONSULTANTS
Savings, Sales Improvement, Enhanced
Customer Experience

CALL TODAY!   (416) 498-9440  or  877-889-ERIC (3742)
Welcome to ERIC YOUNG ASSOCIATES
Anything Contact Center or  Supporting Back Office...
Annual Savings, Revenue Growth & Consistent Customer Experience 

Explore how y​our operations can become
more efficient & effective.

Find OPEX Savings & Untapped Revenue

Are your operations inefficient? ​​ If yes, check out this
FREE
Savings Calculator
FREE White Paper - Lean for Service Operations
Finding Efficiencies
Services Designed to Deliver Sustainable Results
  1. Lean Efficiency Audits
    Our signature program... Achieve sustainable efficiencies & revenue growth while improving Customer Experience. Realize $2 - $10 of OPEX savings for every dollar spent
  2. Quality Evaluations
    For internal or external operations... Objective evaluations of your omni-channel (email/phone/chat etc.) interactions & back office work. Calibrated with NPS scores & customer experience.
  3. Vendor & Performance
    Decide internal or outsource? Select & manage. "You can't manage what you don't measure..." Make internal & external people accountable; including back office departments
  4. Staffing for Subject Matter Experts
    Our network of operations, technology & efficiency experts enables us to provide advisory support and insight.
  5. Sales Improvement
    A different approach... - Training delivered as a workshop - Collaborative goal setting - Performance based accountability - Sales processes improvement - Performance management training Action Plan for Sales Success
  6. Contact Center & Efficiency Technology
    - Telephony - Workforce Management - Quality Evaluation - Knowledgebase - Document Management Leading edge solutions with one point of contact
  7. Interim Management
    An a-typical approach to training based on your real world challenges. We tackle an issue by measuring the current state, developing training as a workshop for creating solutions and then monitoring and measuring the future state.
  8. Interim Contact Center Management
    Is there a temporary gap or void in your management team? Remove the pressure... for either a temporary or an extended period. Put our decades of contact centre expertise to work!
  9. Title
    Customer Journey Mapping By analyzing all of the steps in the customer journey, we measure, benchmark and identify opportunities for optimizing the customer experience
Operational Efficiency
Audits
Quality Evaluations
Vendor Management
Job Board
Contact Center & Efficiency Technology
Sales Improvement
Staffing for
Subject Matter Experts
Contact Center Technology - Operations Management - Six Sigma - Project Management - Business Analysis - CRM Support - Telecom - Executive
Results Driven
Training
Interim  Contact Center Management
Customer Experience
​Diagnostic
People, Process & Technology
Anything Contact Center or Lean...

One Clear Objective - ​Results!
We remove subjectivity and apply metrics that are appropriate for the task. This includes areas that are rarely measured such as back office operations. It is a critical first step in creating a "culture of accountability" and lays the foundation for performance management and longer term sustainability.


People, Process & Technology defines our scope.
  • ​Quality Evaluations & Benchmarking
  • Lean Efficiency Audit & Implementation for Savings, Revenue & Service Enahncements
  • Vendor & Performance Mangement (internal/external)
  • Revenue Improvement
  • Contact Center & Efficiency Technology
  • Staffing for Subject Matter Experts
Read More

Operational Efficiency, Sales Improvement
& Customer Experience            

Sample Issues We Routinely Address..
  • Inefficient service (chaotic or costly) operations
  • Under-performing teams/people
  • Technology changes/replacement
  • Service people reluctant to sell
  • BPO justification & vendor selection 
  • Vendor performance issues
  • Staffing (contract/full time)
  • Interim operations management
200% ROI
That's our promise.
Contact Us
  1. Eric Young
    Eric Young has been providing support services to Contact Centers & Back Office departments since 1986. He is known for improving performance in sales, service & back office departments without cutting headcount or sacrificing service delivery. Eric holds a Bachelor of Arts degree and also a Bachelor of Commerce degree, He also has Six Sigma Masters Black Belt, Six Sigma Black Belt, Six Sigma Green Belt and Lean Management certifications. He is also a past Executive Committee member of the Canadian Marketing Association.
About Eric
Bringing Order to Chaotic Operations ...
Whether he is developing sales & marketing strategy, streamlining service operations or building & leading teams Eric has earned a reputation for putting 2-5% of gross revenue back to the bottom line where ever he goes.

A Unique Approach
Eric's approach  to generating sustainable revenue or efficiency improvements is premised on one simple expression:

            You can't manage what you don't measure...

He employs disciplined process design techniques, premised on Six Sigma and Kaizen continuous improvement. Optimization & infrastructure re-design work is intended to build foundations for:

1.  Creating "Cultures of Accountability"
2.  Performance Management & Sustainable

      Improvement
About  Eric Young