About Derick Lafleur
Derick Lafleur is an outsourcing and CX expert with over 26 years of experience, 23 of which in the outsourcing industry. Throughout his career Derick has taken on senior leadership roles in outsourcing/CX consulting, operations and project management, solution design, commercial and contractual negotiations.
Derick has hands-on experience in 1000+ projects with 100+ organisations across 10 industries and 9 countries. This has contributed to a unique and deep expertise in effective outsourcing and CX strategies, which form the foundation of our consulting approach.
Expertise:
Process & performance optimisation
Project & transition management
Outsourcing & contact centres
Tendering and vendor management
Practical experience
Channels: Voice, Email, Chat, IVR, Chatbot, Website, Social media, Bricks & mortar, White mail
Operating Models: In-house, Outsourced onshore, Outsourced nearshore, Outsourced offshore, Insourced, Shared services, Hybrid
Customer Engagement: Sales, Customer service, Collections, Technical support, Winback, Welcome campaign. Call to action
Back Office Processing: HR, Finance, Accounts payable, Accounts receivable, Document processing
Industries: Energy, Utilities, Government, Telecommunications, Retail, Financial services, Insurance, Health, Education, Transportation
Countries: Australia, New Zealand, Canada, United States, Philippines, India, South Africa, Hungary, Trinidad & Tobago