Shaunagh Gillespie

Forward Emphasis International

For 22 years Forward Emphasis International has been providing specialist and complex Business Process Outsourcing and Customer Relationship Management from a unique location in at Ireland's most northerly point, Malin Head. FEI clients have included several FTSE 100 listed companies, some of Europe's largest Insurance companies alongside some of the world's most recognisable NGOs. FEI takes inspiration from the unique location, transforming CRM in to an equally impressionable experience. We have always believed that "a smile can be heard on the phone". Our model ensures that any customer interaction handled by Forward Emphasis will deliver the requisite product knowledge with each agent's skill set enhanced with training programs designed with lean Six Sigma optimised processing at their core. Our FEI trainers are certified Neuro-Linguistic Programming Practitioners who have woven psycholinguistic techniques into each training program.