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HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

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Raj Wadhwani - ContactCenterWorld.com Blog Page 4

Page: 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | 12 | 13 | 14 | 15 | 16 | 17

Integrity is Everything

I had an interesting email this morning from someone who had entered our Top Ranking Performers 'Best Practice' awards in the past and who was basically saying his company would enter if we guaranteed an award as they just got a certificate for service. I was very surprised by this and immediately wrote back. I have zero involvement in determining who win our awards - its the industry who judge not me.

I was actually insulted that someone would even suggest I give them an award. Maybe this is how some companies present awards - maybe to their biggest clients, to those who maybe pay for them etc, not us! Integrity is everything and I want to be clear to everyone - if you win one of our awards its because you deserve to win, not because you have any influence over us. I am curious if this company enters - I don't think they liked my answer so we will see!  

Publish Date: November 25, 2014 6:48 PM

 2

Why are Centers in PH, India and other outsourcing locations not winning awards?

In this years (2014) Top Ranking Performers Awards results you would expect to see lots of winners from locations that claim to offer exceptional service at low cost, yet the results suggest otherwise - not a single award for a Philippine Contact Center or Indian Contact Center - interesting!

Publish Date: November 21, 2014 2:38 PM


2014 Best in the World Awards Photos and Video

Here are the photos

https://www.contactcenterworld.com/gallery-vegas-2014.aspx

and here is a link to the videos

www.youtube.com/contactcenterworld2

Thanks

Publish Date: November 21, 2014 12:29 PM


Benchmarking/Best Practices & Recognition Opportunity

1. Benchmarking/Best Practices & Recognition

We have launched our 2015 '10th Annual' Top Ranking Performer 'Best Practice' Awards and unlike almost every other award program out there, you get to benchmark, learn best practices and also can earn recognition not just on a local basuis but truly global!

If you enter before 31st October 2014 we will even waive the entry fee which is low anyway, but we want to recognize those who are able to get the process started early!

It's super easy and all done online - finer out more at https://www.contactcenterworld.com/worldawards

.. Over 30 categories available!

Unlike awards which are judged by vendors, ours are judged by those who run centers. Also our awards help you improve through best practice sharing and, from a recognition perspective, aim high and enter our truly global award program which has been likened by some as the Olympics of the contact center world! ... their words not ours!

So find out more at https://www.contactcenterworld.com/worldawards


2014 Industry Champion - WANTED!

PLUS - we are alooking for the 2014 Industry Champions - those people who represent our great industry and have contributed to its growth ... people you know who are real industry champions - maybe its you! Anyway, this f-r-e-e to enter competition is on now - nomination is super easy -

find out more at https://www.contactcenterworld.com/worldawards/industry-champion.aspx

 

Please consider participating, and in doing so, benchmark/learn and share best practices and earn recognition for you, your company and your nation!

Publish Date: October 16, 2014 12:35 PM


This weeks video round up

Just published the latest ones for EMEA, Americas and APAC - let me know what you think

Publish Date: September 24, 2014 5:08 PM


Avoid a Total Fiasco - Test, Test and Test Again

What a fiasco in New Brunswick election last night. They introduced a new electronic system that involved scanning ballots, uploading data manually to a website following a phoned-in result and also taking physical memory cards from all over the province to a central location and uploading results from them. The result was complete chaos.

The NB Elections Manager responsible had no idea where 35 of the 700 memory cards were at one point. Results different from those phoned in versus what the memory card suggested. On live TV a CTV elections host asked if there would be an apology and the NB Elections Manager just gave excuses about trying new technology. He never apologized for the chaos and seemed to imply things happen when you try something new. Bet in your business, like ours, when things don’t work someone is accountable and apologies come from top down and it’s fixed. Shame the NB Elections Manager and his team didn’t seem to be too concerned about the fiasco. It's an election and we often see conflicts with elections in non-democratic regions of the world - the folks at NB really messed this up.

Lesson is Test, Test and Test again - should be no excuse for mistakes because its new and there should be a backup plan. And finally, what’s with the assortment of processes? ... Why are you doing things electronically with scanners then having someone drive a car across the province to drop off a memory card? That’s just crazy! Use tech efficiently – we can bank securely online why can’t the results be transferred securely?! The results finally were announced 5 hours late and yes you guessed it, the confidence in results is not there now so there are calls for a recount!

Publish Date: September 23, 2014 12:17 PM


Referring to your callers as sir or maam

So many contact center professionals are taught to refer to callers as sir/ma’am during a call but I suggest to you this is NOT always a good approach unless you are 100% sure your are speaking to a male/female respectively. I recently called up Sears and was routed to the Philippines contact center and could barely understand the agent who on 2 occasions referred to me as ma’am even though I corrected them. The line was not 100% clear and this was so annoying. Train your staff out of this approach to be safe - I have heard so many people complain about this when they speak to contact center agents and it does not help your staff build a relationship. And re my call to Sears, i would score it 3/10 overall - not a great call at all and I was interested in buying from them - not any more!

Only refer to a caller by sir/ma’am if you know 100% otherwise don't!  You won't make any friends if you get it wrong!

Publish Date: September 22, 2014 12:44 PM


International Contact Center Week - Are You Supporting it or Ignoring it?

Everyone knows International Contact Center Week (https://www.contactcenterworld.com/iccw.aspx)  is a week to celebrate OUR industry - to do show all our staff that they are valued and to give back to our community. It was launched several years ago and is FREE to participate in. It's like national customer service week, but dedicated to our industry and is truly global - companies from contact centers to vendors who supply to them, from consultants to industry associations participate in this industry celebration.

Is your company participating? Or ignoring the opportunity to celebrate our industry? Tell me! Share your feedback!

Publish Date: August 8, 2014 11:57 AM

 3

Industry Awards

Looking for ideas on new 2015 awards. Let me know your ideas! Current award list https://www.contactcenterworld.com/worldawards/award-categories.aspx

Publish Date: July 14, 2014 8:56 PM


Great Service from Rosetta Stone

Want to thank Stuart at the Rosetta Stone contact center for his support yesterday. I was impressed with the speed and quality of the response when I selected the Live Chat option and Stuart was very quick to help me pinpoint a tech issue with an installation. At one point I was disconnected but was able to reconnect with a co-worker who put me back in touch with Stuart to close the case. Well done and great service - got my program working now!  

Publish Date: July 7, 2014 1:44 PM

 1

Congrats to DHL on your award wins

On your medal wins at the 2014 Asia Pacific Best Practice event! Go DHL!

- here is what Tracy Penny, Director Customer Services NZ (profile link https://www.contactcenterworld.com/profile/tracy.penny/) just wrote about the Asia Pacific regional event which took place last week!

"Had a fantastic week meet some great people, more importantly learnt and am taking away so many great ideas from some great companies. Well done to Raj and his team for arranging such a brilliant event. My expectations were well exceeded and I would definitely highly recommend to anyone to attend if you would like to not only learn from the best but also become one of the best." 

and when asked if Tracy would recommend this she wrote "Yes - it's Priceless some of the BDPS you get to see as well as the contacts you make at this event."

Tickets are still available for our European and Americas events - come and learn best practices 
Find out more at www.ContactCenterWorld.com/conferences

Publish Date: June 10, 2014 11:08 AM

 4

Lisbon European Conference Venue

Our site inspection (2nd visit) to check out our Lisbon event got off to a shaky start when we received a call from British Airways (BA) that our 11pm flight from Toronto to London was likely to leave around 2am putting at risk our onward flight to Lisbon the next day. But the team at BA were amazing and offered to get us out on a 9pm flight - it meant 2 more hours in London before our Lisbon flight but that was ok - at least we would get to Lisbon as planned. BA were really good - they took care of everything and more than we expected!

On arriving at Lisbon we headed straight to the Vodafone store at the airport to pick up our sim cards for the trip so we can pick up messages and make calls. The store staff were efficient and within minutes we were downloading messages as we headed in the taxi to Penha Longa. The journey took around 40 minutes and we were warmly greeted at Penha Longa and instantly felt like VIP's. The drive up was simply amazing - this is not your typical conference venue - its way out in the middle of the country and unless you get a taxi or hire a car its remote! But the advantage is amazing - its super relaxing and inspiring to be here. 

This morning after a stint in the fully equipped gym I had several meetings on site then we headed to a tasting for our gala at Palacio Estoril. I hired a car - its been a long time since I drove a manual and the gps made us laugh as it tried to pronounce road names - almost sounded like it was having a nervous breakdown as it tried hard in a US accent to say long Portugeuese road names along the route. We laughed so hard that I asked Sharon to record the gps as it read some names - it was just hilarious and Sharon started laughing loud and reminded me that I should change gear - I was so excited with the recording and the car was screaming at me for not changing gear! Was fun!

Anyway, the tasting was amazing and we are excited about the location for the gala - all guests staying at Penha Longa will be transferred on a bus on the evening of the dinner so another thing for us to arrange :)

In the afternoon we took a drive around the immediate area of Penha Longa and Sintra. Wow what a beautiful place! We headed to one of the palaces and walked for probably a few miles up hill then back down - was so refreshing and so picturesque to see this amazing palace. We then went to the old Moor Castle - was simply breathtaking. No wonder why the locals in Lisbon suggested we take a look at Sintra - it’s a must for anyone visiting this amazing country.

Back at Penha Longa we checked out the famous Japanese restaurant - great food and one of the best in Portugal!. Today we plan to hike around the grounds and take the free guest bikes for a ride then off for a swim in the outdoor pool. They are building a second pool and this should be ready for our event in June! Next time I am here in June must also get at least 9 holes of golf in.

Penha Longa is simply an amazing place - it’s so picturesque and so relaxing - a true 5star resort far away from the hustle and bustle of the city and service here is amazing. I also checked their rack rates and what they are offering our guests is fantastic discounts when you book with our codes. Sadly they are running out of places so strongly recommend all delegates book in the next few days using this link http://www.penhalonga.com/ and and enter CCWCCWA in the group code- if you don't get in here I am sure that you will regret it!  it’s an amazing place at a low price and there is so much to do! We really don't recommend you stay anywhere else - you have to see this place to believe it - see some of my photos from today below :)

 

Pictures around Sintra

 

 

 

 

 

 

 

... view from one of the meeting rooms we will be using. Simply stunning and so peaceful!

Publish Date: April 16, 2014 10:56 PM

 5

New Survey for members

Looking to find out what you measure in your center - take the quick survey - click here

Publish Date: April 4, 2014 7:56 PM


Manilla Times Interview

this was just published

http://www.manilatimes.net/contact-center-world-to-strengthen-ph-network-as-top-call-center/86709/

Publish Date: April 1, 2014 4:34 PM

 1

Annoying Web Chat With SONY!

So I was on one of SONY's website and had a technical support question and was trying to find my solution.

I got excited when I saw this


So i decided to use this and here is a transcript

Travis G.: Thank you for contacting Sony Creative Software.  My name is Travis G..  How may I help you today?
raj wadhwani: I have vegas pro 11
raj wadhwani: and am still trying to figure what format my raw videos need to be in to import at decent quality
raj wadhwani: they are output as avi from my sony professional hard drive video camera
raj wadhwani: but seems i have to convert avi that correct?
Travis G.: Your camera creates AVI videos and you are unable to import them into Vegas?
raj wadhwani: correct - its a sony NX video and wont import
raj wadhwani: import
Travis G.: This appears to be more of a technical support-related issue.  We do not handle technical support requests via web-chat.   Therefore, please click this link to lodge a technical support incident..

raj wadhwani: this is crazy - to get to you i read this
raj wadhwani: Chat with a member of our support team
raj wadhwani: how silly is that!!
Travis G.: We handle sales questions and registration assistance via chat, not tech support.
raj wadhwani: how stupid - you should not be promoting this as technical support!!!!!!!!!!!!
Travis G.: "Chat is available for general support, sales questions, and registration assistance." This is exactly what it says here:  https://www.custcenter.com/app/chat/chat_launch
Travis G.: It does not mention tech support.
Travis G.: Is there anything else I can help with today?
raj wadhwani: it mentions support - NOT SALES!
raj wadhwani: what you are doing is not support that's clear!
Travis G.: Is there anything else I can help with today? 
1 minute elapsed as I copied this then...
Travis G.: Since I have not received a response in quite a while, I am going to disconnect this chat.  Thank you for contacting Sony Creative Software.  Have a great day! Travis G. has disconnected.

So for those who use Chat - don't promote it as support if its not and it would have been nice to get an apology from Travis that I it does say support. he could have easily said sorry, I understand and would like to help but the folks in the know are ... here is a link

Overall very unhappy and I spend a lot on Sony Technology, in fact if you visit my home you would think it could be a Sony Showroom and this is the service I get! :( 

 

 

 

Travis G. (Responding)
Travis G.: Thank you for contacting Sony Creative Software.  My name is Travis G..  How may I help you today? raj wadhwani: i have vegas pro 11 raj wadhwani: and am still trying to figure what format my raw videos need to be in to import at decent quality raj wadhwani: they are output as avi from my sony professional hard drive video camera raj wadhwani: but seems i have to convert avi that correct? Travis G.: Your camera creates AVI videos and you are unable to import them into Vegas? raj wadhwani: correct - its a sony NX video and wont import raj wadhwani: import Travis G.:

This appears to be more of a technical support-related issue.  We do not handle technical support requests via web-chat.   Therefore, please click this link to lodge a technical support incident..

raj wadhwani: this is crazy - to get to you i read this raj wadhwani: Chat with a member of our support team

Publish Date: March 14, 2014 4:23 PM

 2

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