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| Sunday, August 1, 2010: |
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ArticleDramatically Reducing Total Email Response TimeToday’s competitive marketplace is placing extraordinary demands upon customer service organizations, sales teams and call centers. Managing the rapidly growing volume of email from customers can be a daunting challenge. |
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What Do You Want To Accomplish?
Someone looking at a quality monitoring/recording system for the first time should identify what it is that they want to accomplish. This can be done by determining the issues within the agent base, and identify the quick link so that you can respond...
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Reason #14All presenters are practitioners, so you won't be hassled by sales pitches from Vendors! MORE INFO | READ NEXT
Reason #9This conference is all about best practices in your industry, you'll learn what the best are doing and how it can help you! MORE INFO | READ NEXT
Reason #5Only the best in the world will be presenting, which means your time will be spent learning from the best performers in your industry! MORE INFO | READ NEXT
Reason #10We have rave reviews from 100% of our delegates which proves that your time will be well spent! MORE INFO | READ NEXT
Reason #2With a 100% satisfaction guarantee you can't lose, attend all 3 days and if you don't think you benefitted from any ideas then we will refund your fees! MORE INFO | READ NEXT
Reason #12There are over 70 case studies for you to learn from! MORE INFO | READ NEXT
Pedro Gomes, VP Multilingual Operations
Teleperformance Group (Portugal) As I mentioned to you, it feels like these conferences are just getting better and better each year, the calibre of the attendees and the presenters is rising and we get exceptional interaction with people from all over EMEA. The sharing of the best practices is priceless and I'm really looking forward to the worldwide conference in November. Mike Woolf, Sr. Unit Manager Customer Care/ Player Cash
Global Payments Inc. This was the second conference of yours I attended and it was even better than I expected. (And from my previous experience I expected a lot!) Everyone in attendance was a wealth of knowledge, and were open to sharing ideas, philosophies, and best practices. Being able to brainstorm and share ideas with the industries best people is an experience I will never forget. I not only gained so many great ideas that I hope to implement, but I made relationships and friends that I will cherish forever. Thank you and everyone at ContactCenterWorld for providing such a world class event. I'll see you in Vegas! Masahiro Takayama, Department Manager
Softbank Mobile (Japan) Thank you very much for such a great opportunity to get to know people of Contact Center World around EMEA. We have learned a lot about what were going on at different regions and known that most of operational issues are similar to what we have been trying to overcome recently. (Branding of ousource staff, motivations of agents, and new technology (face book, chat, etc) deployment) Metin Ozgur, Location Manager
Global Bilgi (Turkey) It was my first time in a conference like this but I am sure it will not be the last one. I have been working in Contact Center business for 14 years and this conference was one of the most important sharing & learning events in my business life. Meeting colleagues from different countries and exchanging knowledge is a great value for me. Thank you and your colleagues for this great event. Stacy Spradling PHR, Director People Services
ACCENT Marketing Services, LLC The ContactCenterWorld conference was very different from other conferences that I have attended for several reasons. First, the presenters were industry leaders who came in the spirit of sharing their wealth of knowledge and best practices. Second, the emphasis on networking allowed those in attendance to continue the best practice sharing even after the conference concluded. As an HR Director I am always looking for ways to improve the employee experience and drive higher attendance and lower attrition. During the 2010 conference I learned about hiring techniques, including a few specific questions that would help identify a candidate's ability to operate within a specific AHT range. Now that is valuable information! In addition, I garnered specific best practices around how to recognize and reward employees in meaning and impactful ways that will not break the bank. That is a double bonus! Maurius Swanepoel, Call Center - Operations Manager
Volkswagen of South Africa From our perspective the conference and awards process is highly valuable to any contact centre or BPO unit. It allows for sharing best practise that is both practical and of a very high standard. It is highly recommendable for any contact centre professional that want to enhance their business processes. In addition it allows to network with industry experts across various sectors and builds sound relations and network opportunities. Lynn O'Neil, Assistant Vice President
New York Life Insurance Co This is our third year participating, and we continue to glean so many best practices from the event. The presenters are very open and share their successes and lessons learned with the audience. The lack of "vendor pressure" truly makes the event focused on networking, sharing and fantastic discussions. She added "This is a MUST event for Companies wanting to learn from best organizations within the industry. Audiences walk away with pages of notes that they can take back to their organizations to deploy on topics such as Culture, Recognition, Workforce management, Customer Satisfaction, Training, strategic initiatives and technology. You'll hear from Leaders to Customer Service Reps that present real case studies that apply across all products, all channels and all situations. What an opportunity to learn and group your organization. Julie Warne, Head of Reservations
Carnival UK Really enjoyed the event, it was great to make so many new contacts and learn so much in such a short space of time. Managed to get some brilliant pointers for our strategy going forward. All the team had amazing fun at the gala dinner. Very professionally run. Thank you. Ranbir Johal, Manager
Accenture My experience was fantastic. I really enjoyed the open discussion component. I left feeling highly engaged, motivated and met some really great people along the way. It was an outstanding experience - one of the highlights of my career. Michael Schein, VP Product Development at the Results Companies The chance to spend time with the true cream of the crop of the industry was invaluable. The emphasis that this group of leaders places on developing their people was inspiring. I came away with tons of ideas for how to lead by example and help our employees grow at every level. Dr. Gerwin Zeibig, Head of Customer Care & Quality Management
STRATO AG (Germany) The conferences were full packed with useful and innovative information. You did a great job in organization and leading through the conferences as well as setting up the gala. The gala was a real highlight with superb entertainment! Patrick Louis, VP Sales Center
1-800-Got-Junk First of all let me reiterate my satisfaction with the quality of the conference you and your team have pulled off in Orlando. The game was raised to a quality rarely seen in the past in the industry. The sessions were great, with passionate speakers, valuable topics with best practices and the whole thing perfectly timely managed. I recommend this conference to any call center professionals who desire to raise the bar to higher quality standards. Rosario Nastasi, Operation Manager
XL world (Albania) As i said, i would like to thank you for the amazing effort.I have not even got back and I have already started sharing ideas with my people, trying to involve them into some new activities I have been seeing as possible, because they have been implemented with success by other delegates in different but similar environments. So the essence of this initiative, much more since we have been "rookies" this year, has been to me a "breath of fresh air" a shot of positive energy, committing us in improving our organization on a day by day base. I am confident this positivity can be spread all around and can have terrific effects on the quality of our job and on the satisfaction of our customers. Stephanie Pelley, Marketing Manager
Blue Ocean Contact Center We get invited to a lot of conferences but in our industry, it's difficult to find one that is so concentrated on what we do. Some are general to marketing or customer service, others covering broad spectrums of outsourcing. The ContactCenterWorld.com Top Performers conference focuses on exactly what we do which is provide outstanding, front line customer service in the contact center. Presentations cover a wide range of topics on customer service best practices, IT, workforce planning and include elements of recruitment, technical innovation and Agent engagement. Our takeaways on how to improve customer service and empower our Agents are endless. Cristina Georgescu, Call Center Management
Competence Call Center SRL (Romania) This is an event that everybody in call center industry should attend to. It is an unique experience where you can learn a lot of useful things, meet people, share experiences! Thank you for organizing it! Khairiah Binti Hj Adam
of Vads (Malaysia) Well organized event by Raj and Contact Center World Team, Superb Presentation, tips and learning points from the world class speakers, .. there is no other event that can truly show the appreciation and recognition to the people in the contact centre world ... This is the right place and its MAGICAL ! .. Kudos to CCWA organizer :) Steve Pels
Treasurer Australia-Asia-Pacific Customer Contact Management Association (CCMA) Last week the Asia Pacific section of the Contact Centre World Awards and Conference were held on the Gold Coast in Queensland. This is a brilliant conference where entrants and observers from all over Australia and Asia come together to listen and appraise presentations from the entrants in a variety of categories. Listening to a broad range of entrants presenting on a wide range of subjects it is impossible not to learn new ideas and gain tips for improving the operation of your contact centre. Another unique aspect of this conference is there are no sponsors, no vendors trying to sell to you - it is just contact centre practitioners sharing ideas in good spirit. Belinda Sproule
Call Centre Group Manager at HCF (Australia) The Conference was an excellent opportunity to hear from the best in the industry across a broad range of countries and industries. It was a confirmation that what I am doing in my own call centre is on track and in line with other contact centre professionals. It was also a great opportunity to gain some new ideas, find further inspiration and make some valuable contacts for now and in the future. Very worthwhile and much enjoyed! Aska Kamiya
of SOFTBANK BB Corp.(Japan) Thank you for organizing this event and gave us the opportunity to participate. Also we are so grateful to everyone who participated and shared their ideas. We are honored to receive Gold Medal for Technology Innovation and looking forward to participate in Las Vegas Conference!! Wardhani Soedjono
of VADS (Indonesia) Although this is the first time for me to join this event, the APAC in Gold Coast really has given me the opportunity to learn from best practices, meeting best performers and motivating me to get better and say "Why not the best?" Chew Su Fong
of Celcom Axiata (Malaysia) We are very happy to be the recipient of three Golds and one Silver Awards in the four categories that we contested for. What is most important to our organisation and the Customer Service Division, I particular, is the endorsement of all our hard work and sacrifices to attain superlative customer servicing. The Awards which was announced in our Blue Alert (company internal bulletin) motivated our people tremendously and proved to us that good work will be rewarded. Having won the awards also mean that we have to strive harder and be more innovative in our servicing channels in order to further improve or even just to sustain our standards. We felt that continuous improvement is a journey as the customer landscape evolves with the introduction of more and more sophisticated products and changing lifestyle. We would also like to thank Contact Centre World for organising this event where it also provides a very good platform for the sharing of ideas and good practises with professionals from the same industry in Asia Pacific region. Indeed this is truly a good platform for networking and the entire organisation has been well structured, transparent and fair. Once again, thank you Raj to you and your team. Haruko Hoya
of Telemarketing Japan It was our honor to compete in this international event! There were so much to learn about latest tools, insights & best practices shared by great presenters from APAC countries. Charlie Roach
of OCIS (Australia) The conference was great and beautifully capped off by the incredible gala dinner - a fun and inspiring event overall. Masa Takayama
General Manager of Customer Service Division, Softbank Mobile Corp. (Japan) We must thank everyone involved in this event that we have learned many tips again even if this is just subsequent to attending EMEA Conference. The attendees are all passionate about their jobs, and we would like to take advantage of such valuable network to improve our services and customer/employee satisfaction. Marco Angelo C. Burgos
Senior Operations Manager - CELCOM A (Telecom Malaysia) Company Being a part of this conference made me realized that having a 7 year experience in workforce management is still not enough, There are a lot of strategies, processes, different approach and perception as to how to fine tune WORKFORCE planning!, this event was indeed In line with sharing best practices!.and I'm so lucky and honored to be part of the APAC group!, kudos to ContactCenterWorld.com and Raj!...keep it up! Yu Hasegawa
OCN Support Center at NTT-ME Corporation (Japan) We were very honored to have such a fantastic opportunity to meet amazing people from all over the asia/pacific regions and share practical ideas with them. Plus, we were able to build a network of different industries providing professional contact centers to their customers. They all have inspired us to improve our contact center. Rick Costa
(Australia) Just when you thought you know enough about the Contact Centre Industry, an astonishing event such as Contact Centre World APAC Conference absolutely blows you away! Once again, as a participant / presenter of Contact Centre World.com for the past three years, I have walked away with not only a wealth of knowledge and hints from various presenters, I have once again walked away with a list of new friends that share the same common challenges and achievements within the same industry from around the world. Congratulations to all the companies that presented and for the valuable knowledge you have given me and a very special thank you to ContactCentreWorld.com Pauline Low
of NTUC Income (Singapore) NTUC Income is proud to be awarded as a Gold Medal Winner of Best Contact Center (mid-size) in APAC. Our other achievements include Best IT Support (Gold); Best Workforce Management (Silver) and Best Trainer (Highly Commendable). The Contact Center World Awards is a true platform where industry practitioners gather annually to share their best practice experiences and being recognised bear testimony of our Contact Center being a best practice contact center. We strongly encourage all industry practitioners to be a part of this prestigious event where we gather to network and learn from each other. The sharing of experiences will open our minds to a whole new realm of practices. Jaclyn Lees
Team Leader - Customer Relations Health Super (Australia) It was an inspiring event, that was packed full of helpful information and ideas. There was a sense of pride and respect throughout the conference. It was a great opportunity to build relationships with delegates from all over the World and Australia which is fantastic, I've been back for less than a week and have made contact with several of delegates and will continue to do so. There is so much to learn from the other cultures in the greater Australasia. Fabian Quezada
(Australia) The event was great, I not only learned new tips, but was able to benchmark my organisation against the best in the world, and it has helped me realise we are definitely on our way to becoming a world class contact centre. Daniel Bergan
St George Bank (Australia) What an amazing event. It is so powerful to hear from those in the industry who are committed to best practice and enhancing the industry through excellence. We are very proud of our award for best In Service as it is directly linked to our vision for our brand and our contact centre and solid validation that we do make a difference to our customers'. I highly recommend the event to anyone who is interested in testing their performance within the industry
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What's your personal view on allowing agents/reps to choose their own schedules? good? bad? and why?This is a good practice, but unfortunately, it is hard to make work in a service center environment. The main issue with reps choosing their own schedules is often you are left without coverage for so...It has all the elements of the good, the bad and the ugly.
Pro’s: If agents select their own shifts, it will save a lot of time for WFM to allocate names to shifts. Agents will be in better spirit...It is essential to our workforce planning philosophy. Schedule flexibility and agent empowerment increases employee morale and satisfaction which improves retention and performance. In today’s marketp... |
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| • | NIXXIS
 Nixxis, a global provider of CRM solutions for businesses, discusses how its use of Aculab enabling technologies allows it to overcome network compatibility issues and reliability challenges.
| | • | iSOFT
 Health Care IT Solutions Company iSOFT Chooses Verizon Business for a Cloud-Based Approach to Enhance Flexibility to Support Expansion Plans.
| | • | CE Electric
 Reinforcing their commitment to service and ensuring regulatory requirements are met, CE Electric have invested in a call recording and quality monitoring system from Business Systems which has been rolled out across their Call Centres, Customer Services Centre and Control Centres.
| | • | Moveme.com
 To optimise their outbound customer contact process, Moveme.com appointed OPEX Hosting to provide telecoms functions for preview dialling, call recording and Aeriandi’s Liquid scripting tool. Discover how Moveme.com achieves call centre fluidity and how the solution has made a difference to their overall profit margins. |
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Today's Tip Of The Day - "Build A Knowledge Base"Having been a Customer Service Rep on e-mail many moons ago, a couple of other great reasons to have a large knowledge base/templates/scripts is...Lean and Six Sigma in Contact CentresHello, Sue. While I don't have "academically rigorous surveys," I can tell you about a unique call center solution based on...Today's Tip Of The Day - "Benefits Of Certification"Contact Center World offers several solutions: Top Ranking Outsourcer Awards annually (http://www.contactcenterworld.com/top-outsourcer-rankings.aspx)... |
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Here is a listing of the best, most recent and most active bloggers on ContactCenterWorld.com. Setting up a free blog with ContactCenterWorld.com is free and easy so register, login and begin today. |
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