Farah Ismail
Principal advisor
Former contact-centre analyst who now leads assessments, focusing on wrap-up design and cover-hour fairness.
About
Advisors who sit with the queue, not above it
Handler Canvas Hub began in Klang as a small practice helping support operations leads make sense of handler activity inside the apps their teams already run.
Why we exist
Support apps produce charts faster than teams can interpret them. Handlers feel the pressure of averages that ignore cover hours, language switches, and broken knowledge articles. Leaders need decisions, not another export. We exist to translate handler workflow analytics into findings that survive a room of sceptical team leads.
How we work
We combine report review with short interviews and careful shadowing. We prefer small samples done well over vast data pulls that never leave a spreadsheet. Every engagement ends with written artefacts your staff can correct and reuse — journey maps, glossaries, briefing notes — rather than a temporary login to software we host.
Where we are
Our office sits in Taman Berkerley, Klang, Selangor. Most discovery calls and briefings run online across Malaysia. On-site observation is available in the Klang Valley when handlers and privacy rules allow.
People you may meet
Wei Han Lim
Engagement lead
Coordinates queue reviews and monthly briefings; previously trained team leads on quality sampling.
Nadia Putri
Research associate
Prepares anonymised case samples and observation notes so findings stay specific without exposing customers.
Curious whether an assessment fits your queues?
Share your support apps and cover pattern. We will say plainly if another approach serves you better.
Write to us