Samantha Kane

Samantha Kane has been in the Customer Service/CRM Field since 1980. During that time she has worked for several worldwide Companies. Ms. Kane is the founding Partner of Kane-MacKay & Associates which was formed in 1989. Since KMA’s inception,  Ms. Kane has developed an international practice which employs and contracts 50 Subject Matter Experts and Consultants in various technologies, business process and agent modeling skills. The KMA disciplines which encompass a People-Process-Technology-Culture methodology have delivered a significant tactical success for the practice and allowed KMA to develop Realistic Contact Center/CRM Strategies for their clients. One of the major factors for the firm’s success is the fact that all practitioners understand proper integration rules and what really works with what. Ms. Kane as well as other senior consultants in the firm holds several certifications including a CRM Practitioners certification, Business Process Management certifications from the BPM Institute. Ms. Kane is recognized by the UCStrategies group as a UC Expert. Ms. Kane is a Microsoft UC Advisor of their North American Council and a member of Voice of the Customer Benchmarking Association (VOCBA). In 1992 Ms. Kane implemented the first Remote Agent using disabled staff for a North American wide Emergency Road Side Assistance organization. The product eventually became the model for Remote Agent as we know it today. Today Samantha leads the leading E911 Enterprise practice in North America. KMA is recognized by several state legislations for their standards and best practices in this area. Currently KMA lead with expertise in E911 Avaya-Nortel, Cisco, Microsoft, NEC and ShoreTel.

Ms. Kane is a corporate sponsor of Women's Executive Network, Canadian Women in Communications and a long standing member of the Society of Technology Consultants (STC) in the U.S. Kane-MacKay & Associates is a key participant in 30 + Consultant Liaison Programs and helps mentor several young women around the world. Ms. Kane is married to Bill MacKay for the last 30 years and resides in Canada. She is a frequent speaker at conferences in Canada and the U.S. and is published on a consistent basis. She is a member of the Canadian Federal Government Win Export, now the VTC and is a 2002-2008, Team Member of Canada’s Trade Missions to several countries. Ms. Kane is a member of the Association for the Advancement Relationship Management (AARM) and Women in International Trade. In 2010 Ms. Kane was nominated for the Rotman School of Business; Canadian Women Entrepreneur of the Year Award. This is her 8^th nomination for this award. Ms. Kane is a Rotary International Paul Harris recipient. Nominated for the Federal Government Joanne Townsend International Trade Award 2005-2007. In 2008 Ms. Kane won awards for the first ever Women Exporter of the Year given by Women in International Trade and the Business Women of the Year for the province of Ontario. Ms. Kane is a member of the Benchmark Association for the Voice of the Customer.

Membership/Liaison Programs/Certifications               

Avaya Communications (CRM Worldwide Council Advisor)
Aspect (eWFM) Consultant Liaison Program
AT&T Consultant Liaison Program
Avotus Consultant Liaison Program
ACE CLP
Alcatel-Lucent (Platinum CLP Member)
Bell Canada Consultant Liaison Program
Blue Pumpkin (Witness) Liaison Program (AIS)
Cisco Consultant Liaison Program
Calabrio Consultant Liaison Member
Customer 1-CRM Certified
IEX Charter Member Consultant Liaison Program
Intecom IBX Consultant Liaison Program
Interactive Intelligence CLPMitel Consultant Liaison Program
Microsoft Advisor Council
CRM North America
NEC Consultant Liaison Program
Nortel Networks Consultant Liaison Program
Qwest Networks CLP
Rockwell Consultant Liaison Program
SAP Liaison Program
SAPMAP CLP
Siemens Global CLP
Siebel Partner Liaison Program
SIP Foundry Associate listings
Society of Technology Consultants STC.org
Oracle Partner Liaison Program
Telus Solutions Consultant Liaison Program
Upstream works CLP
Verizon CLP
Unified Communications Strategies North America UC expert
National Association of Call Center’s University of Missouri member
APCO Canada member
Customer Relationship Management Certified Practitioner P-CRM
Business Process Management Certified Practitioners P-BPM

Associations/Awards

American Association of Relationship Management (AARM)
Board of Directors YMCA - (Belleville)
Board Member STC 1997-2003 / STC Member 1997- 2008
Council of Communication Advisor (NY, NY)
Canadian Women Executives and Entrepreneurs
Chairperson for Rotary Partners (Belleville)
CRMA of Canada 2000-2005
CWC - Canadian Women in Communication Canada
Purdue University Center for Customer Driven Quality Member since 1999
The Toronto Society of Strategy Management
Toronto Board of Trade
SOCAP International
Women's Executive Network (Corporate Sponsor)
International Trade Virtual Trade Client (IBOC/VTC)
Women’s International Trade Association (WIT)
Canadian Government Trade Mission 2002/2003/2005/2006/2007/2008 Member
Rotman School of Business/RBC Canadian Women Entrepreneur of the Year nominee 2003, 2004, 2005, 2006, 2007, 2008
Rotary International Paul Harris Fellow
Canadian Women’s Foundation: CWF 100
Ontario Government Global Trader Award 2005, nominated again 2006
Ontario-Women in International Trade Joanne Townsend Exporter Award nominee 2005, 2006, 2007, 2008
Women Exporter of the Year Award Winner 2008
Business Women of the Year Award 2008