"Louie Gazzola of ACCS was contracted by GMI, a market research software company that serves, among many others, 15 of the top 25 global market research companies.  Louie worked with me to develop the  telephony functionality requirements for our business software solution.  Based on strategic goals established by GMI’s “C” level management and key clients requirements, a business solution was developed that met our operational goals and client needs.  The solution provided an integration strategy that detailed workflow process along with implementation methods.  This will allow GMI to roll out a new-and-improved product to our clients."

-- Kirk Hutton, Global Product Manager, Global Market Insite (GMI) Inc.

"ACCS provided professional contact centre consulting services, project facilitation and a communication plan for centralizing the Provincial Health Services Authority (PHSA) trouble calls and request for service call centres. The process focused on expectations and utilized industry best practices allowing PHSA to easily integrate new and temporary staff into our operations. The result of these changes achieved the improved productivity targets within the operational targets. The outcomes of consolidation of Help Desk Services provided PHSA the ability to develop and maintain a client focused environment with increased efficiency and effectiveness.

ACCS value to the project was in their ability to understand our business and focus on the our requirements. ACCS experience in contact centre workflow processes, customer service skills and technology allowed PHSA to maximize our operational potential and meet our client expectations."

 -- Donna Cresswell, Corporate Director Client Services, Provincial Health Services Authority

“During his tenure at BC Gas, Louie worked on strengthening our Kelowna call centre operations.  He created a workforce plan that developed specific skill sets based on customer calling patterns, reducing the centre’s percent available time from 22% to 12%.  This initiative, in combination with improving IVR call flow, increased our one call resolution from 40% to 80%.  BC Gas hired KPMG to undertake a major industry benchmarking study of the call centre, the net outcome of the study determined that the centre to be cost and operationally efficient within its peer industry group. 

 Louie played an important role in planning call centre initiatives, such as the repatriation of 500,000 plus customers off the BC Hydro billing system and the joint venture created by BC Gas and Enbridge.  He has valuable, in-depth experience in call centre operations and planning.”

 -- Michael Sharp, Senior VP Residential Customers, BC Gas

 “Louie was instrumental in the start up of the first shared Rogers Call Centre (Cable and Wireless) in the country which was located in Burnaby.  He also managed  the opening of the Calgary Wireless Call Centre and oversaw the move of the combined Burnaby Call Centre to its present facilities in Metrotown.  Louie's involvement in the data, telecom and staffing requirements was key to making these openings and moves a success.  As prime on these teams he made sure the projects were completed on schedule and on budget.

 In addition to special projects, he annually delivered on our service level and costs for both Rogers Cable and Rogers AT&T Wireless Call Centres in Western Canada. The combined call centres employed 375 employees and took 3,750,000 calls per annum during his tenure.  Louie was the Director Call Centre Planning Western Region for Rogers Call Centres in Western Canada and had overall responsibility for manpower planning, scheduling, budgeting, reporting as well as Telecom and VRU technology for the Burnaby and Calgary call centres.  He was pivotal in our ability to lead the nation on all call centre measures.

 --Bob Hamilton, VP, Customer Care Western Canada Rogers Communications Inc.

 “Louie’s vast experience in contact centres across a variety of industries has allowed him to achieve a level of expertise that is superior in his field.  He has continually demonstrated a unique talent of fully comprehending a wide range of technical platforms, and balancing this knowledge with the human aspect of large contact centre operations.

 Louie is a process driven individual that excels in project management and implementation.  He has the ability to document processes, assess opportunities and implement efficiencies. 

His sound business judgment, vast experience, combined with quality leadership skills ensures success.

 Many of the people Louie worked with continually sought out his advice and utilized his experience as an internal consultant and mentor.  He continually demonstrated a natural ability to assist others in achieving results.”