SFStephen Fernie

Hello, I'm

Stephen Fernie

I build the tools contact-centre leaders and agents use every day.

What I've built

Each has a working demo on invented data.

In daily use at Equifax

Operations Dashboard

What it is

  • Every queue on one screen, oldest tickets first.
  • Service levels, CSAT and team figures together.

What it changed

  • Leaders and agents see the whole workload at a glance.
  • Any ticket in a large queue, found and opened in one click.
Try the demo

The live queue board

In daily use at Equifax

Knowledge Hub

What it is

  • Every process, script and email template, searchable.
  • Supervisor-approved, with every version kept.

What it changed

  • Agents find the answer mid-call.
  • Rolled out to two more teams.
Try the demo

Search, read, copy a macro

In daily use at Equifax

WFM Operations Hub

What it is

  • Daily roster and breaks across three time zones.
  • Swaps and availability in one place.

What it changed

  • Leaders keep the phones covered all day.
  • Agents see their shift in their own time.
Try the demo

Stagger a day's breaks

My own product · free and public

QueueMath

What it is

  • How many people you need to hit your service level.
  • Plans a full day, interval by interval.

What it changed

  • Staffing answers in seconds.
  • Free for anyone, no sign-up.
Try the demo queuemath.com

My own business

Winston Gray

What it is

  • Procedures, contacts and jobs in one place for small businesses.
  • Sold through a live demo, one link per prospect.

What it changed

  • Shows what each prospect explored.
  • Every follow-up starts where their interest did.
Open the live demo winstongray.com.au

Skills

Operations
Queues and SLAs, Erlang C staffing, rostering, CSAT and productivity, ServiceNow.
Building
Web apps and dashboards, from idea to daily use.
Data
Raw ticket data into figures leaders trust.