The Global Association for Contact Center Best Practices & Networking

In your opinion, what has been the greatest challenge the contact center industry has faced in the last 12 months?
The temptation to outsource to non-native english speakers due to cost pressure.


Why do you believe has this been a challenge?
The significant dissatisfaction levels from consumers when dealing with offshore call centers.


In 2012, what do you think will be the top priorities in the contact center industry for:

a) Contact Center Directors
Multi channel support

b) Company Executives
Quality

c) IT Directors
Moving to the cloud

d) Human Resources Directors
Retention


What technology do you believe will have the biggest impact on the industry over the next 12 months?
The ability to efficiently interact in social and other non-traditional formats will reduce contact costs while increasing consumer satisfaction.


What impact have "external events" even had on your company, and how have you adapted your business?
The Canadian dollar is on par with the US dollar. This gives a tremendous opportunity to onshore business that was once sent near-shore.


Do you feel the service you personally get as a customer is better or worse than it was a year ago?
Better. I have more ways to connect with my service providers - calls, emails, chats, sms, social, etc...


How do you intend to improve your contact center in 2012?
American Support will continue to focus on recruiting the best talent in America while finding ways to more efficiently meet the needs of our customers.



What contact center technology or other innovation excites you the most as an Executive in the contact center industry?
Multi-channel support providing numerous ways for clients to contact us.


What has been the most important contact center related conversation topic in 2011 and what are your views on this?
The ability to listen into more conversations through social media and then to react in ways that better support the consumer.


Lastly, what do you think 2012 holds for the industry?
2012 is looking like a great year for the on-shore contact center industry and the consumer.

About American Support:
As the nation’s only complete provider of back-office services to the telecommunications industry, American Support focuses on growing revenue & subscribers for our clients. All our clients’ customer contact needs are covered with our six products: Telesales by Evergreen, Customer Care, Field Support, Technical Support, Subscriber Management and Dispatch.