What has been the greatest challenge the contact center industry has faced in the last 12 months? Unfortunately, I think the overall industry has been negatively impacted by off shoring initiatives. Who hasn’t had a conversation about a poor customer service experience indicating communication issues as the core source of their frustration? In fact, it is so rare to have a positive experience that I’ve noticed groups discussing in amazement about their personal positive call center experiences. I believe one of the reasons for this situation is that not all interactions require the same kind of call handling and expertise. Yet, the traditional approach typically utilizes large teams in one location. The greatest opportunity is to leverage appropriate skills for different desired customer experiences without the restraints of a single market where there may be culture, language or skill barriers.
In 2007, what do you think will be the top priorities for (a) Contact Center Managers and (b) Company Executives? I think the top priorities for 2007 will include a tremendous focus on customer segmentation and how to deliver different levels of service to these various customers. Certain industries, such as the travel industry, have been very good at adapting to create unique experiences for their customer segments including loyalty programs and special customer care teams. I think we will see more focus on how to segment interactions and build team with specific expertise to deliver more personalized experiences.
What do you believe will have the biggest impact on the industry over the next 12 months? With a greater focus on the customer experience, call centers will find themselves in even greater competition to attract and retain the best talent. With the growing number of home-based work opportunities, those companies that rely upon certain markets may find themselves with an even more limited pool of resources. Those companies that foster a positive, supportive and flexible culture in the eyes of their team members will win their loyalty.
What impact have "external events" even had on your company, and how have you adapted your business? Certainly security concerns are on everyone’s mind. The need to protect customer data is one element. Another element of significance is to ensure disaster recovery systems and people are in place. Beyond disaster recovery is the need for sustainable infrastructure to support operations beyond the borders of a centralized facility. As we often augment our clients’ current environment, the need for far greater capacity and the ability to be in a “ready state” for many clients is a growing need.
Do you feel the service you personally get as a customer is better or worse than it was a year ago? I think it depends on the company. Few companies have set the bar and are known for service and continue to deliver on that promise. However, the customer expectation bar continues to increase at a faster pace. Yet there is still a constant struggle between keeping costs down and meeting customer expectations. For those companies that have key initiatives to improve customer experiences by matching customers with appropriate expertise - I would say they are improving.
About Sally Hurley: As Chief Operating Officer and Co-Founder, Sally is responsible for overseeing all facets of service delivery, technology and product development for VIPdesk. Sally has more than 16 years experience in technology, operations, marketing, and business strategy in delivering high-value customer service programs. Sally is currently a member of EO (Entrepreneurs Organization) and The Strategic Coach.
About VIPdesk: VIPdesk is the provider of virtual contact center solutions, providing concierge-quality customer experiences through our home-based professionals. VIPdesk is the provider of home-based outsourced virtual contact center loyalty solutions. VIPdesk specializes in delivering concierge and contact center services for companies committed to the retention and growth of their high-value customers in the travel, auto, financial services, and retail industries.
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