Bryan Mekechuk
Associate

Mr. Mekechuk is a founding partner of J.W. Richards & Associates where he specializes in helping clients with their customer-facing processes. Bryan has more than 20 years of experience, and has spent the past 15 years advising companies in customer service, technical support, finance, marketing, and general management. His domain expertise is in customer-facing processes and finance and accounting processes, and associated outsourcing of such processes. Bryan’s industry knowledge includes High Technology, Energy & Utilities, Software, Financial Services, and Telecommunications.

Bryan works with clients in the areas of strategy, technology and marketing, and assists clients with the evaluation, procurement, implementation and use of new services and technologies. He developed his expertise in customer-facing processes through reviewing, advising and working on solutions with more than 50 contact centers across 6 industries in 8 countries. Representative projects include:

• Led a four-month engagement to improve the processes within a contact center for a global business process outsourcing firm. This engagement included designing the call flow processes to integrate third party IVR services with skills-based routing and scripting to improve the caller experience while reducing talk time for agents.
• As part of a procurement strategy to reduce costs through outsourcing, assisted a global financial services firm in evaluating responses to an RFP for a five-year contract for third party services.
• Reviewed a technology product portfolio and recommended strategic relationships, indirect sales channels, product development priorities, product marketing tactics and other key activities as part of post-merger integration.
• Led cross-functional CRM engagements for global high tech clients. The scope included call center support, logistics, on-site service and repair operations. These engagements integrated CRM technology changes with organizational capabilities.

Representative clients include Acer, American Airlines, American Express, Bank of America, British Telecom, Exult, Hewlett-Packard (worldwide, European and domestic engagements), Motorola, LAM Research, Silicon Graphics, and Sun Microsystems. Bryan’s background includes founding the speech ASP pioneer, Voci Corporation. Prior to Voci, Bryan was a Senior Manager with Ernst & Young’s consulting practice that focused on CRM solutions for global companies.

Mr. Mekechuk received his MBA from the University of Western Ontario (1991) and his Bachelor of Commerce from the University of Alberta (1983). He is a Chartered Accountant in Canada.
Bryan has presented at industry events and has been published in trade journals. His presentations and publications include:

• Moderator for: Evaluating and Contracting for Managed Services, VOX Service Provider Edition, Sept. 29, 2003, New York, NY.
• Evaluating the Business Benefits of VoiceXML, VoiceXML Planet, Sept. 26, 2002, Boston, MA.
• Panelist: The Investment Outlook for Speech, VOX 2002, July 24, 2002, San Francisco, CA.
• Improving Service with Speech Recognition, Customer Relationship Management in Changing Energy Markets, Oct. 31, 2000, New Orleans, LA.
• Moderator for: What’s All The Hype About Voice? Applications and Technologies For the Next 12-18 Month Market, World Internet Center, Oct. 18, 2000, Palo Alto, CA.
• Speech Recognition Applications, World Internet Center, Sept. 13, 2000, Palo Alto, CA.
• Partnering for Customer Service Leadership, e-Source Conference, May 11, 2000, St. Louis, MO.
• Customer Connections, Supply Chain Conference, May 27, 1998, Orlando, FL.
• The Evolution of Call Centers, IQPC Conference, April 21, 1998, Dallas, TX.
• Powering Up for Change, CA Magazine, June/July 1995.
• The Challenge of Change, Plant & Equipment Maintenance Directory, Winter 1994.
• Reengineering Delivers at Nova Scotia Power, Municipal Electric Association Annual Technology Conference, October 28, 1994, Hamilton, ON.