The Global Association for Contact Center Best Practices & Networking

1. Customer statisfaction/Customer experience
2. social media activity
3. engagment - staff

"Social media, Communications and employee engagement. Embracing the new media, communicating thru town hall mtgs, coffee sessions, 1-2-1's and introduced a culture calendar to celebrate the uniqueness our of diversity and shared ownership that brings us togather as an organisation."

1. FCR - we have a massive program in place to measure and capture all the issues.
2. Contact channels – stage roll-out of new channels
3. Regulatory and legislative – engagement across business areas

"I believe that there is little credibility in attention and information contact centers. The resposnables of the contact center, we strive to create procedures that are met in stocks and stable over time to build trust with customers."

"Customer experience - we continue our training and improve the measure which we can bring to the attention of our clients to continue the improvement here. We are also implementing speech analytics to improve results as well.
Reward & Recognition - we are looking at ways of improving engagement, motivation and ambition - without having to escalate the level or costs of incentives and bonuses.

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"Demand for support is ever increasing... but headcount is not. We need to strive to be more efficient while maintaining or improving service levels."

"1 - Orientation to transaction indicators instead of customer value indicators. Pressure on indicators as AHT is counterproductive. Optimus is progressing with outsourced partners to a model based on the margin per customer and not the transaction itself.
2 – Heavy investment in technology but little in human resources. Training & Coaching: we train and coach our staff to develop and enhance core competences, both hard and soft skills. We believe these tools are crucial to ensure cultural alignment, customer engagement and operational efficiency.
3 - Customer Service as cost center rather than a profit center: Value Management - We understand the most critical elements of the customer experience and the most significant drivers of customer loyalty. Customers perceive our offers as value-added elements. We manage the customer relationship to ensure that our offers continuously generate added value."

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employee engagement (increased the motivation activities and coaching sessions), high turn over rate as globally in sector (manage the career path on the basis of competence) , high costs especially for infrastructure and telecom provider (increase the productivity)
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"1) Social Media. The next generation customers will be the generation who is now fully involved in Social Media. So I have to adapt my center to support these customers on the right channels.

2) More demanding customers. I have to havemore options for the customers avasilable to increase the level of services. This means getting closer to the customer. Virtual Contact Center is getting closer on the agenda.

3) iPad, Tablets, iPhones and Blackberry, the new generation devices on which customers want to do selfserves. I have to adapt my selfservice possibilities to make them available on the new generation devices."

"I would see operating costs, high turnover, and client satisfaction as being hot topics, and unfortunately in that order as well. As I have mentioned before, I put client satisfaction as the top priority and ensure it stays at the top no matter what. I then turn my focus on employee satisfaction in order to address high turnover. If your clients are happy, it can help to justify the cost of providing that service and if you can reduce turnover, your support costs will decrease. If staff stays longer, they will become better at what they do, average call length will decrease and that drives down costs."

"1. Industrial competition,
2. Spend a huge money on training due to attrition,
3. High growth rate (industrial growth and technology impect)
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"analytics-call recordings, performance: starting to deploy the technology to enable
hiring and retaining employees: investing in technology to find good candidates then working to engage employees in their work"

"use of techology, adding extra services and serving some nisch markets.."

"First Call Resolution-High Quality of Service-Low cost"

"1. Fraud Processes and centres - We only work with direct end clients and do not take any centre without a proper verification done
2. Recession - We are adopting to processes which would be beneficial during recession
3. Drop in quality work - We ensure every centre we work with has a good quality procedure in place and the management is well versed with BPO processes"