In The News

Member Event!

Check out these two exciting Customer Service Workshops scheduled to take place in Moncton in November!

Brought to you by our Associate Member, Bridge Training & Events!


Happy Anniversary to Us!

August 1, 2017 - today we celebrate the 19th Anniversary of ContactNB!  In 1998, the New Brunswick Customer Contact Centre Industry Association (NBCCCIA) was formed by representatives from a handful of contact centres who felt that working together and forming an association would benefit the growing contact centre industry as a whole.  Later it was renamed ContactNB and has now grown to an association with members representing about 7,000 employees from 33 centres across the province.  We also have 16 Associate/Elite Associate Members who provide products or services that support the industry. 

We enjoy an excellent working relationship with the New Brunswick Government through their OpportunitiesNB representatives.  OpportunitiesNB has listed Business Support Centres (Contact Centres) as one of their growth opportunities in the New Brunswick Economic Growth Plan.  "Our vision for the New Brunswick business services centre sector is to be a global leader, identifying and addressing corporate needs while providing stable, well-paid employment and economic value to the province's residents," said Economic Development Minister Francine Landry, who is also minister responsible for OpportunitiesNB. 

We are also working closely with post-secondary education institutions to help shape the future of employees joining our workforce over the next 2-5 years. 

As we start on our 20th year of serving the Contact Centre industry, we welcome your active involvement in association activities, surveys and events, and your participation in meetings with government and post-secondary education that will ultimately help to benefit your businesses in this great industry.

THANK YOU to our Members, Associate/Elite Associate Members, sponsors and industry supporters for the past 19 years and for helping to move the mission of ContactNB forward into the future. 

Business Services Centres 2017 Opportunity Summit

Thank you to all attendees who joined in the conversation at the Business Services Centres Opportunities Summit on Monday, April 3rd in Moncton. It was a great open discussion between members of the Business Services Centre community and representatives of our provincial government. This sector is of great interest to Premier Brian Gallant, his cabinet and ONB as it drives a big part of the economic engine of our province. 

For more information on the Opportunities Summit, the Economic Growth Plan for New Brunswick, and the actions being driven as a result of these summits, please join in the conversation online:

#OpengovNB / #GouvertNB

Facebook: Opengovnb/gouvertnb
Twitter: @GNBreplies

NB Premier Brian Gallant, ContactNB President Rob Campbell and ONB CEO Stephen Lund

ContactNB Welcomes New Members!


July 28, 2017 - Club Auto is an exciting place to work.  For 25 years, Club Auto has provided products and services to the automotive industry in Canada.  Working with some of the biggest and most prestigious automotive brands in the world, Club Auto has developed industry-leading solutions that have fueled rapid growth.  With a keen focus on innovation, Club Auto has expanded its suite of services and solidified their place as a valued strategic partner to many clients.  Club Auto is fast becoming a global force in the automotive sector. 

Proudly Canadian, Club Auto provides roadside assistance services in Canada and recently expanded in the U.S. market in 2017.  They provide private label roadside services to top automobile manufacturers, rental car companies and other organizations with large vehicle fleets.  With a new team of about thirty contact centre representatives located in Moncton, New Brunswick, they are dedicated to providing best-in-class customer experiences to their clients and are continually looking for new and innovative ways to exceed their clients' expectations.  

The ContactNB team is very pleased to welcome Club Auto to our growing group of members! 


July 14, 2017 - Stericycle, Inc. is a global business-to-business services company that provides highly-specialized solutions to commercial companies of all sizes.  Since its founding over 25 years ago, it has grown from a small medical waste management start-up into a leader across a range of increasingly-complex and highly-regulated areas -- including customer contact and patient access services.  

Not all interactions are alike -- some require special care and compassion.  This is particularly true of grieving customers who contact businesses in the funeral or death care industry.  No matter the time of day, these calls must be met with dedicated, empathetic support.  Directors' Choice, Stericycle Communication Solutions' dedicated funeral home telephone answering services located in Saint John, NB, helps ensure no call goes unanswered.  This team of 90 professionals help our customers in a great time of need. 

Welcome Stericycle, Inc. and the team from Directors' Choice to ContactNB!


June 19, 2017 - Rogers is a leading diversified Canadian communications and media company that's working to deliver a great experience to their customers every day.  They are Canada's largest provider of wireless communications services and one of Canada's leading providers of cable television, high-speed internet, information technology, and telephony services to consumers and businesses.  Through Rogers Media, they are engaged in radio and television broadcasting, sports, televised and online shopping, magazines and digital media.

Almost all of Rogers operations and sales are in Canada.  They have a highly-skilled and diversified workforce of over 25,000 employees.  Their head office is in Toronto, Ontario and they have numerous offices across Canada -- including over 800 employees located in their customer contact centre in Moncton, New Brunswick. 

Join us in welcoming Rogers to the ContactNB family!

June 8, 2017 -  CCNB plays an important role in the economy of the province of New Brunswick.  This post-secondary institution, which has campuses in Bathurst, Campbellton, Dieppe, Edmundston and the Acadian Peninsula, offers 84 programs in 16 sectors.  CCNB programs meet market demands.  Continuum - CCNB Continuing Education provides, for its part, professional development opportunities to individuals as well as to private and public organizations, at the provincial and national levels.  We're happy to welcome CCNB to ContactNB as an Associate Member!

June 2, 2017 -  Stafford Communications opened in New Brunswick in late 2016.  They are experts in customer service, compliance and marketing.  They manage smaller, specialized contact centre programs for many industries, with a strong focus on pharmaceutical, healthcare, food, consumer packaged goods and beauty care.  They also excel at staffing internal contact centres at their clients' locations and consulting.  They are consultative strategic partners who bring customized solutions -- and a passion for mutual success -- to each of their clients.  Welcome Stafford to ContactNB!


May 31, 2017 - We're happy to welcome new Associate Member TEN DIGIT Communications to ContactNB.  TEN DIGIT Communications modernizes businss communications for contact centres using SMS Text and social messaging by applying its platform, TDC BRIDGE.  The Platform provides a better customer experience, higher agent satisfaction and an increase in productivity through 'Intelligent Messaging'.  Learn more at   

May 9, 2017 - Welcome to ContactNB, Teleopti!  Teleopti is a top, global provider of workforce management software that offers a world-class WFM solution that is sophisticated, localized and easy to use.  As the largest "best-of-breed" vendor, Teleopti focuses on helping contact centres, back offices and retail stores improve customer service, employee satisfaction and profitability -- through optimzed, automated forecasting and scheduling with cutting-edge features to empower and engage employees.  Founded in 1992, Swedish-established Teleopti has customers in over 85 countries, numerous offices around the world -- from Bejing to Sao Paulo -- and a comprehensive global network of partners.  With a record of continuous net profitability for 25 years and with high customer satisfaction ratings, Teleopti serves as a reliable partner.     Find out more:

May 3, 2017 - A warm welcome to Saint John-based ProcedureFlow.  With ProcedureFlow, following company processes has never been easier.  ProcedureFlow's cloud-based knowledge management software will help you make your employees experts - faster!


April 25, 2017 - We're happy to welcome Cloud5 Communications as a returning member of ContactNB!  Formerly known at Thing5 and Virtual Agent Services, Cloud5 Communications simplifies complex networking and support for the hotel industry.  It delivers a comprehensive user-friendly platform that brings together advanced cloud-based data and voice solutions, including end-to-end High-Speed Internet Access (HSIA), hosted PBX/VOIP, network design and WAN/LAN management, as well as contact centres, for more than 4,000 hotels touching over 1,000,000 users. 

Cloud5 currently employs about 350 people in New Brunswick in several locations around the province. 




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