History
In 1991, NuComm CEO Réal Bergevin founded John Moss Associates, a consulting and training company specializing in contact center management.
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 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.
In 1996, Réal collaborated with his wife, Anne (who also has call center management experience), to expand the business to that of a full-service contact center services provider. The company was renamed to NuComm.
NuComm quickly grew from a single office located in historic Welland, Ontario to an international company now headquartered in St. Catharines, Ontario, employing over an estimated 4,000 people worldwide. Between 1991 and 2007 they have opened 15 centres world-wide, with the most recent centres in Wichita, Kansas; Lafayette, Louisiana and Barrie, Ontario, although the Wichita office was set to be closed by the end of September, 2007, with employees being given the option to work from home (called "Home Agents").
NuComm has been named one of Canada's 50 Best Managed Companies 5 years in a row (starting in 2001). Réal was honored by being named one of Canada's Top 40 under 40 CEO's in 2001, and in 2005 published a second book, Call Centers for Dummies.
Read more about this topic: Nu Comm International
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