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EXECUTIVE MEMBER
Ikhwal Sidiq
Assistant Manager Trade and Remittance Services
408
MEMBER
Richard Roberts
Adviser and Consultant
18
EXECUTIVE MEMBER
Selin İcer
Quality - Training & Academy Director
29
MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
13

Article : Impact of External Events, and How to Adapt

We all know that the course of events at a company is sometimes dictated by occurrences beyond the control of managers and CEO’s. We asked industry professionals what impact external events had on their business, and how they adapted.

Karen Wenborn
Contact Centre Manager
Screwfix Direct Ltd
United Kingdom

"The recession has impacted the core trades we supply. We are ever more mindful of the need to delight the customer."

About Screwfix Direct Ltd

Screwfix Direct Limited operates as an online supplier of trade tools, fixings and accessories, and hardware products in the United Kingdom. Screwfix is the UK's supplier of tools, accessories and har... (read more)
 
Daniel Friedman
Senior Business Development Analyst
PointClear
United States

"A lack off funding sources have resulted in a loss of clients. Staffs have been cut and across the board pay reductions were implemented."

About PointClear

PointClear creates business opportunity for its clients through comprehensive prospecting, list segmentation, sales lead management, and target market intelligence programs.
 
Teresa Jose
Product Marketing Manager
Altitude Software
Portugal

"What we at Altitude see in common to all collectors in this crisis is that they all realise they must rely on technology in order to win this challenge.
ACA is stating that and so is CSA. The next issue of Collectors will be focused on technology.

Altitude's positions in Debt Collection have grown significantly in the last 12 months.

Time is Money:
The fastest you are to contact the debtor, the more money you will get.

Get your Target:

Maximize the odds of getting in touch with your debtor. Have several contact alternatives and use intelligent systems to do it in a time and cost effective

The Right Message:
Make sure your agents follow the best practices and the debtor is informed of all the consequences of not paying. Be Friendly. Comply with applicable Legislation"

About Altitude Software

Altitude Software is a global provider of omnichannel solutions to deliver great customer experiences. Its solutions help companies and organizations unify all customer interactions and become more cu... (read more)
 
Tom DePew
Senior Consultant
United States

"Cost cutting has moved from a department-level concern to a business process concern. Our business is focused at the business process level to respond to this trend."

 
Nick Kossovan
Call Center Manager
GFL Environmental Inc.
Canada

"The economy hit the travel industry hard. Travel is the first thing people tend to cut from their budget since in essence it is "non-essential". We have re-engineered our marketing to be more aggressive. We are also approaching past travelers with great success."

About GFL Environmental Inc.

GFL Environmental Inc. is a waste management company with headquarters in Toronto, Canada. GFL operates in all provinces in Canada, and throughout the United States.
 
Marcelo Boarin
Contact Center IT Manager
Oi (telecommunications)
Brazil

"Review quality.
Simulated models (Quality x Price x Risc)"

About Oi (telecommunications)

Oi is Brazil’s telecommunications service provider, with a fully integrated nationwide presence and 70 million customers. Oi offers fixed and mobile, broadband, pay TV, data transmission and internet... (read more)
 


"Like most businesses, NICE has faced challenges due to the global economic slowdown, but they have been balanced by a strong demand for our products and services due in part to the economy. Companies today are especially conscious of the need to satisfy existing customers and minimize customer churn. This need spans many industries including healthcare, communications services, retail and banking, as companies are more aware than ever of the high cost of acquiring new customers compared to keeping existing ones. The analytics-based solutions of the NICE SmartCenter suite help companies better understand customers and build longer-lasting, profitable relationships with their customers. NICE’s Interaction Analytics also offers an opportunity to understand how resources can be used more effectively and business processes can be improved to streamline operations and reduce costs."

 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - Keep Cost In Perspective

Read today's tip or listen to it on podcast.

Published: Friday, February 5, 2010

Printer Friendly Version Printer friendly version

2024 Buyers Guide Training

 
1.) 
Happitu

Happitu
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics. As a result, Happitu slashes training time, delivers higher resolution rates, and reduces handle times.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the...
(read more)

2.) 
Vads

VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.

Benefit :
- Customizable training by experienced trainers
- Increase motivation and engagement
- Improves customer service skills and knowledge
 

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The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
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