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Article : The Right Decision

Sometimes decisions need to be made to reduce costs, and most leaders will immediately jump to staff reduction. But enterprising leaders will find clever ways to do things better and consequently achieve their cost reduction targets. These are the types of ideas you will get at theTop Ranking Performers Conference in Las Vegas.

Geoff Assing
Senior Support Operations Manager
Lone Wolf Technologies
Canada

"The most dramatic reduction in cost came with the introduction of a better customer incident tracking tool. While the initial cost to implement a new system was high, the future return investment was priceless. When you have the right incident management tool, all other contact center goals or objectives are easy to accomplish. A repeat customer incident does not require the same resolution time, meaning future first contact resolution rate will be high. There will be proper tracking tools to measure staff performance and efficiency, as well as provide valuable data for self help services for customers. All of these characteristics lead to a leaner customer contact organization and a reduced customer dependance on a support center's time, thereby reducing the cost of staff, which is usually the most expensive variable."

About Lone Wolf Technologies

Even after 28 years, at Lone Wolf Technologies, we’re having fun connecting real estate and technology–combining our tech expertise with your real estate experience to make technology work the way you... (read more)
 
I Aminarti Widiarti
Vice President Banking Contact Center
PT Bank Mandiri (Persero) Tbk
Indonesia

"Empower of Staff - and we will get a High First Contact Resolution.."

About PT Bank Mandiri (Persero) Tbk

Since its inception, the bank has worked hard to create a strong management team and professionals who work based on the principles of good corporate governance which has been internationally recogniz... (read more)
 
Tina Ufeli
Ceo
Due Season Enterprises
Nigeria

"THE DECISION TO LEASE OUR HARDWARE WILL REDUCE COST IN THESE RECESSION TIMES. LESS TANGIBLE ASSETS AND MORE PROFIT.WE DON'T HAVE TO WORRY ABOUT OBSOLETE EQUIPMENT AND DATA LOSS"

 
Robert Nana Mensah
Communication Consultant
African Business Communication
Ghana

"Using the contact center to solicit information from "informants" that provide intelligence on smuggling activities"

 
Jeffrey Brooks
Sr. Manager, Support Services
Flexential
United States

"The biggest decision that has been made to reduce cost is probably not hiring additional staff."

 
Diana Dewi
Consultant
168Solution
Indonesia

"Charge our call center per customer calling (x amount fixed per calling) and expanse the IVR by providing complete product/promo information and self-service menu."

About 168Solution

168Solution is a leading Consulting and Training of Contact Center, with proven approach and experience in Contact Center or known as Digital Interaction for Inbound and Outbound, Voice, Email and alt... (read more)
 
Rehan Ur Rehman
Head of Support Center- Customer Operations
Ufone
Pakistan

"The charge levied on the calling the contact center which is very nominal however it recovers a lot of cost and also the automation on the IVR for most of the changes customers require."

About Ufone

Ufone is an Etisalat Group Company that started its operations in January 2001. Since then, it has become a provider in innovation and has established presence in all the major cities, along with comp... (read more)
 

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 - Utilize Time & Money Saving Tools

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

Published: Wednesday, August 19, 2009

Printer Friendly Version Printer friendly version

2024 Buyers Guide Speech Technology

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

3.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
 

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