Afshan Kinder is an accomplished professional with over 30 years in leadership, sales, and service across various industries, such as telecom, utilities, financial services, and technology. She has deep expertise in contact center strategy, leveraging technology and process improvement to enhance customer and employee experiences, and presenting business cases for in-house versus outsourcing. Afshan designs customized training programs incorporating e-learning, video, audio conferencing, and personalized coaching.
Her commitment to sustainable behavioral change is central to her work, focusing on high adoption and real-world results. Beyond hard metrics like improved customer satisfaction and increased revenue, Afshan’s ultimate goal is to enhance employee and leadership satisfaction. Her passion for continuous learning is evident in her involvement as a council member with the Greater Toronto Area Contact Centre (GTACC) and as a proud member of the International Coaching Federation. Additionally, she is a contributing author to books such as Call Centers FOR DUMMIES, Game Changing Ideas: 10 Years of SwitchGear Insights, and the Amazon Kindle bestseller Called to Action.
Outside of work, Afshan loves spending time with her family, both human and feline. She channels her creativity into interior design and landscaping and is passionate about travel, having visited every continent.