"Well, the one thing I would love to change is the speed with which our new Voice Recognition technology will become fully operational. It's alreayd up and running for our pilot set of customers, but it can't come fast enough for me!"

"Organizational structure."

"There is a never ending need to improve, a need to sell more and a need to provide even better customer service. Technology advances is our prime goal for 2010. We are developing an even better application for our clients that will see the company become a strong competitor to Australia's leading outsourced company's, so look out........ lol"

"Better communication between management and operations staff."

"Performance management/balanced scored, shift focus from transactional to customer experience"

"We want to continue to keep the energy levels high and continue to be an exemplary contact centre that people can look up to and be proud of."

"While we have home-based agents I would like to have more of them; especially with winter approaching. Home-based agents have proven to be more productive than in-house agents and more flexible when it comes to scheduling."

"Change the seating arrangements - currently we have the pod system & this I believe is very restrictive and makes managing very difficult. We do not have a view of all the consultants unless the Team Leaders walk the floor."

"It is my aim of next year to make 5 percentage up of First Call Resolution to increase customer satisfaction.To achieve the aim, I will establish an efficient, more effective educational system."

"To create more team building to the team because the morale of the team has affected due to poor enconomic situation. Hope the team building can help them to build up the morale and also their attitude towards their life."

"Have a much higher dollar figure dedicated to employee incentives. Not only do they deserve it, but it's the right thing to do. It raises morale & gives the organization a good name because we care about our employees."