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Raj Wadhwani 🍁 - ContactCenterWorld.com Blog Page 8

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

American Airlines

Like to thank the reservations agent I spoke to at AA today - she was very courteous and very helpful. She was also patient with me and some queries I had. She had worked 10 hours today and I believe she said 14 yesterday - WOW and she still was happy to help! Well done.

I told her what we do when I gave her my email address @ContactCenterWorld and she had not heard of us. ....Come on all you managers out there - share the knowledge with your front line professionals about us - if you are serious about your people help them and encourage them to join to share what’s going on in the contact center world! Their exposure to all these ideas and tips will help you as well! So, spread the word - it costs you nothing and your staff nothing to share best practices!! After all a well-informed staff member makes your life easier when you explain challenges and opportunities - educate your staff - share the link to ContactCenterWorld.com !!

 

Publish Date: September 25, 2012 9:03 PM


Competition Winners

I'd like to thank the hundreds of members who took part in or competition to win 2 premium tickets to our Las Vegas Global Best Practice Conference https://www.contactcenterworld.com/conferences/?confarea=GLOBAL this year  OR
ANY we host in 2013. (Singapore, Orlando USA, Las Vegas USA, Vienna Austria)

We picked 4 winners at random who each win 2 tickets;

The winners are:

  • Luis Robles of Televista (Mexico)
  • Jackelene Aquino, Aditya Minacs Birla (Philippines)
  • Cynthia Brittain, Virginia Workers' Compensation Commission (USA)
  • Philip P. MacCabe, American Express Services Europe Limited (UK)

Congratulations to you all! This is an amazing opportunity and win.

Raj

 

Publish Date: September 23, 2012 7:01 PM


working on some marketing ideas and came a-x all these!

... comments from folks who had been to our events - WOW! https://www.contactcenterworld.com/conferences

This is an opportunity to hear and take advantage of best practices within the developing business of contact centers. The free exchange of information and networking can help provide short cuts to taking your contact center to another level.

Gail Watts, Mgr. Communication & Change - PPL Electric Utilities

The event is very well run and focuses on the attendees and making sure they get as much from it as possible. You don't want to miss any sessions because there are pearls of wisdom in every one. The presenters are all "real life" practitioners and not academics or people who have written books. It's real life examples delivered with passion and a desire to share.

Candy Clay, Director, Kansas City Call Center - Caremark

I would recommend this event to anyone in the contact center industry because the information shared is so beneficial for companies wishing to hear best practices and get a feel for what's going on in the industry.. The information shared is very powerful and can greatly impact your orginization.

Samantha Panto, Associate Director - MassMutual Financial Group

The Networking is incredible. An opportunity to Network with North America's best of the Best. To learn from them and come away a better Industry Professional.

Robert Campbell, Director of Operations - Virtual Agent Services

This event was the most efficient use of my time in a conference setting in the 8 years attending conferences. The flexible, real-time, interactive format allowed for the highest level of networking at any event I have attended.

Phyllis Wasmuth, IT Manager - CH2M Hill

If you are in Contact Centre a must attend event to learn and share best practices.

Reuben Canagaratnam, Regional Vice President, English Caribbean - International Banking Contact Centres - Scotiabank - Jamaica

the event far surpassed my expectations and is the most valuable contact centre conference I have attended. It was wonderful to be in a room with people who are working in the same industry, who face similar challenges & who have come up with innovative solutions.

Joanna Thomas, GM - Sales & Operations - iSelect - Australia (13 years in the industry)

This is the Olympics of the Contact Centre World. You get the opportunity to meet industry professionals, listen to the best discuss what makes them great. More than that you get to ask the questions you need to make your business stronger & better. It is also a great opportunity to do a barometer check of your Contact Centre to see where you sit on a nationwide basis.

Jeff Andersen, Director Organization Development - Williams Moving & Storage Canada

An event whereby all Contact Center industry experts gather to share & learn best practices from each other. A place where you can compare if your center can do differently from others & how you can elevate your current performance level.

Angie Tay, Country Director - Teledirect Pte Ltd - Singapore (In the industry since 1997. About 15 years)

Yes. It was the most profitable conference for us. We learnt best practices of the global standard. We think there is not another conference as good as this. Yes. It was the most profitable conference for us.

Takeshi Nakamura, Manager - SMBC Nikko Securities Inc. Japan (11 years in the industry)

I would encourage people to step out of their comfort zone & attend the conference, open your mind & hearts to the opportunities that can be found by participating. It's an uplifting, educational & fun event!

Merrilyn Kinder, MARKETING & COMMS SPECIALIST - AMP - Australia (Over 25 years in Customer Service)

If you want to get the latest in best practice from the professionals, & at the same time network & meet others in this exciting environment we work in, then this is the conference to attend!

Sue Coe, Client Services Manager - Shine Lawyers - Australia (17 years in contact centers)

Having attended many contact centre forums, I was pleasantly surprised, & also a little exhausted with the volume of useful information I obtained from this event. Three full days of presentations saw me write 38 pages of notes, which is easily the most feedback I have ever taken away from an industry conference.

Martin Sizer, Support Centre Manager - Cummins South Pacific - Australia (17 years experience in the industry)

I attend the odd Contact Centre conference form time to time. It's always the same speakers & they or their organisation are not necessarily the best at what they do. You only have the best so it is truly value for money!

Antoine Casgrain, General Manager Contact Centres - St George Bank Ltd Australia (20 years in contact centers)

I believe that this event is truly a platform where it is not vendor-driven but for industry practitioners who are passionate about what they do to share & inspire others.

Pauline Low, Manager - NTUC INCOME Singapore (10+ years customer service & contact center)

the event far surpassed my expectations & is the most valuable contact centre conference I have attended. It was wonderful to be in a room with people who are working in the same industry, who face similar challenges & who have come up with innovative solutions.

Joanna Thomas, General Manager Sales & Operations - iSelect - Australia (13 years in the industry)

An event whereby all Contact Center industry experts gather to share & learn best practices from each other. A place where you can compare if your center can do differently from others & how you can elevate your current performance level.

Angie Tay, Country Director - Teledirect Pte Ltd - Singapore (In the industry since 1997. About 15 years)

If you work in the Contact Centre industry - then get involved with CCW - the conferences are awesome in terms of sharing Best Practices.

Heath Lee, CEO - OCIS Fiji

CCW is a great opportunity to hear first hand from other managers how they operate, where their challenges are & to learn what works. It concentrates years of development & presents the outcomes in a concise format in a short period of time. It also allows you to get new ideas from some very innovative people.

Derek Finch, Head of Customer Operations - Kidney Health Australia (17 years in management accross 7 centres. Now chair of Industry body in Australia )

I found that the material covered was very relevant to all contact centers in today's environment. The quality of the presentations were very good as were the group discussions. I thought it was much better then other conferences that I have attended in the past, as many of them have vendors presenting & it is much oriented to selling then providing real life examples.

lenda Mailloux, Senior Director Customer Care - Qtel International Qatar (30 years at all levels)

I liked the diversity of the businesses represented by the attendees & the similar job but differ in many ways we do on daily bases. I learnt a lot about the novelties & way of managing employees, career & professional development of employees.

Tunde Hubina, Customer Care Director - UPC DTH S.a.r.l. Luxembourg (15 years)

this event tops all previous events i attended. Cannot name them but they were in Sweden, France, Jordan, & two other countries but this one is more serious.

Ghassan Anabtawi, General Manager - REACH Palestine

The fact that everybody takes a full participation (or at least has the opportunity to do so) & shares concerns, challenges & lessons’ learned is a key differentiator.

Gustavo Madeira, Director - ZON Multimedia Portugal (7years in consulting, 1.5 years as Customer Care Director)

The openness of all presenters was refreshing, & it was a pure best practice event. There's no point in re-inventing the wheel when so many great best practice ideas & initiatives already out there, & are freely available during the course of this conference.

John Connolly, Head of Innovation - British Gas UK (Senior leadership 3 years, in customer service for 13 years.)

A must attend conference if you are serious & want to improve the service currently delivered to your customers. Top tips for everyone on how to improve your business, your people & your service.

Emil Seyfferdt, Retail & Contact Center Development Manager - Emirates Airlines UAE (20 years in the industry.)

This is an event where you can listen to the best practices in the industry, share your experience & network with the professionals of the industry. Everyone is so willing to share what they are doing, so you can benefit as much as you want. All you have to do is communicate with people. There is fun, too.

Mine Ozkut, Business Development & New Operations Division Head - Global Bilgi Turkey (16 years in the industry)

It was an amazing conferences & learned many new ideas, I strongly recommend to everybody … It was an amazing conferences & venue. If you 'd like to make benchmarking, to find your development areas, to meet with new people & share your best practices, your ideas your tips. this is the right place you should be

Erbil Topgul, Call Center Line Manager - B/S/H/ (6 years in the industry)

it's a great experience in terms of networking. we meet people from all over the world, better said, we meet the best of customer service from all over the world

Carla Basilio, Head of Customer Experience Management - Portugal Telecom (7 years at biggest telecom in Portugal.)

It's a great way of meeting people from other countries & other sectors but who face the same challenges as we do on a daily basis. It's a great way to see what other companies & contact centers are up to & to get some very good ideas that you can decide to implement yourself & raise your own bar.

Pedro Gomes, VP Multilingual Operations - Teleperformance Portugal (15 years in the industry)

The event it's been very interesting because we had the opportunity to share best pratices with the best performers in the industry

Joaquim Costa, Customer Service Improvement Manager - Optimus Portugal (15 years in contact centers)

The honesty & collaborative nature of the conference is something I have never experienced before. The value of the best practises being shared is essentially research & development... like having an older sibling, to ensure they don't make the same mistakes ... Allowing them to mature so much sooner. Williams Moving & Storage will be a much better place to work because of the knowledge shared.

Jeff Andersen, Director Organization Development - Williams Moving & Storage Canada

Yes as it is the most prominent & inclusive in the industry, & covers not just one country or region but the whole world.

Vala Marcou, Communications Manager - Mellon Group of Companies Greece (12 years in the industry)

This is the event to attend if you are passionate about the contact centre environment & you wish to get practical hands on tips from peers in all areas of the industry…. I do not attend any other conferences or events anymore.

Tamsin Bradford, Head of Consulting & Support - Softline Pastel South Africa (12 years in the industry)

It was an amazing event - very well organised - professional - nice ideas to implement - & lots of fun :)

Halima Baksha, Assistant Manager - National Contact Centre - Clientele Life South Africa (11 years in the industry)

Great insight into what the rest of the industry is doing about challenges that face almost every centre

Ranbir Johal, Workforce Planning Manager - Accenture Canada

Much better than others I have attended (ICMI, IQPC)

Larry Streeter, Vice President - Constant Contact USA

This event was the most efficient use of my time in a conference setting in the 8 years attending conferences. The flexible, real-time, interactive format allowed for the highest level of networking at any event I have attended.

Phyllis Wasmuth, IT Manager - CH2M Hill USA

There were represented many industries, vendors, clients, outsourced & captive services in EMEA & gave me a great overview on the latest developments, methodologies & progress of the CC industry & great ideas. Contact Center World is an international forum, very well organized & gave me a significantly broader view of what is happening in our industry.

Tunde Hubina, Customer Care Director - UPC DTH S.a.r.l. Luxembourg (15 years)

An opportunity to hear some of the best contact center employees compete & share their best practices. You'll have opportunities to share your tips & pain points & get to know some great people.

Jana Mendoza, Manager - Saddleback Leather Co USA

While many events I have attended focus on a particular topic i.e., Customer Experience, Marketing etc. this conference was more well-rounded. The event is very well run & focuses on the attendees & making sure they get as much from it as possible.

Candy Clay, Director, Kansas City Calls Center - Caremark USA

You don't want to miss any sessions because there are pearls of wisdom in every one. The presenters are all "real life" practitioners & not academics or people who have written books. It's real life examples delivered with passion & a desire to share.

Candy Clay, Director, Kansas City Calls Center - Caremark USA

It is a powerhouse wealth of knowledge (that is cost effective) about Contact Centre Practices from all angles shared willingly & uncut from persons who are in the business or looking to enter the industry.

Jillian Edwards, Workforce Analyst - Sagicor Life Jamaica

It's great to go to an event where everyone there can relate to you & your work environment. …I felt that I took the most away from this one by far. To hear best practices & be able to be interactive with everyone really gave the conference a different feel.

Melissa Taylor, Associate Director - Mass Mutual USA

I filled my workbook with ideas… I liked that fact that no vendor's spoke/presented. No product prejudice! I've attended events sponsored by ICMI & SOCAP in the past.

Pamela Summers, Manager, Customer Service - Delta Dental of Missouri USA

Other events seem to be less well-run (very efficiently run at CCW!). I like that CCW respects my time. Also, other events are filled with sponsors, & you feel as if you're being "sold" at every turn. That's not the case with CCW. This was our 2nd year & I anticipate our return next year as well.

Todd Baxter, EVP/COO - Connextions

Basically a GAP analysis of what you are doing right & what you can do better, the difference is you don't have to figure it out alone.

Jeff Andersen, Director Organization Development - Williams Moving & Storage Canada

Very insightful, interactive & directly applicable to users.

Frank Wood, VP Operations & Facilities - P&H LLC USA

GO! You will not regret it.

Marcos Biazotto, Business development - Tropico Brazil

I have attended conferences previously put on by contact centre associations in various provinces. the difference with this was that it was less about vendors coming in to sell a variety of products - but really speaking to people who work in exactly the same environment & sharing challenges & successes.

Kelly Dunn, Senior Manager - Technical Support & Vendor Management - Eastlink Canada

Overall A very good conference for people at all levels in your organisation...whereby every participant would walk away with ideas to implement

lenda Mailloux, Senior Director Customer Care - Qtel International Qatar (30 years at all levels)

the conference was well run & the topics were relevant to the work I do. This is an opportunity to hear & take advantage of best practices within the developing business of contact centers. The free exchange of information & networking can help provide short cuts to taking your contact center to another level.

Gail watts, Mgr. Communication & Change - PPL Electric Utilities USA

This forum provides me with the ultimate Best Practices to take back our business. You have an opportunity to hear from individuals that openly share what differentiates them from others. You are able to gleam so many positive strategies to bring back to your organization & leverage what you learn. The opportunities & networking is huge.

Lynn O'Neill, Assistant Vice President - New York Life Insurance USA

I would absolutely consider coming back in 2012 as well as sending some of our staff. Contact Center World is an excellent opportunity to learn.

Matt Zemon, President & CEO - American Support USA

The environment is friendly & professional & non threating. You cannot compare this with others as this is truly world class. You are among your peers & also among the best of the best. You can learn new things or validate what you are doing right.

Reuben Canagaratnam, Regional Vice President, English Caribbean, International Banking Contact Centres - Scotiabank - Jamaica

I came last year & this year's event was even better for me. I think the whole Contact Center World team did a great job of raising the bar to improve the effectiveness & the organization of the conference.

Homero Acevedo, Manager, Customer Care - CVS Caremark

You are guaranteed to learn many ways to potentially improve your own call centers in the presentations & workshops & you can keep learning after the event by networking with people who you established working relationships with.

Homero Acevedo, Manager, Customer Care - CVS Caremark

good productive 3 days shared with industry professionals. Great opportunity to network & obtain new ideas of what could work in your contact centre, industry and/or country…

Emil Seyfferdt, Retail & Contact Center Development Manager - Emirates Airlines UAE (20 years in the industry.)

Great information gathering session across all industries. There really isn't any other venue for this.

Wendy O'Donnell, Manager - Prescription Solutions

If you're a customer service leader who wants to evolve your contact centre, & are willing to try doing things a little differently, then this event gives you some brilliant best practice case studies to draw inspiration from....plus you won't be pestered by vendors!

John Connolly, Head of Innovation - British Gas UK (Senior leadership 3 years, in customer service for 13 years.)

It was nice to focus on networking & not on vendor relationships or vendor booths, etc.

Phyllis Wasmuth, IT Manager - CH2M Hill USA

Whether your team provides internal support or external sales/support; is small, medium or large in size; is centralized, distributed or consists of at-home agents; has many or few formal process, you will find others with similar challenges & many ideas to take home. You will surprise yourself & find that you have a lot to offer to the room as well.

Phyllis Wasmuth, IT Manager - CH2M Hill USA

 

Publish Date: September 5, 2012 4:21 PM


Awesome profile image!

I like this - speaks volumes!

Congrats Jeff - what a great way to show you are one of the elite in the Contact Center World!

Publish Date: September 4, 2012 9:26 AM


BMO (Bank of Montreal)

I usually have good things to say/write about this bank but today I got frustrated with them and here is why:

I received a message on VM at home to say they need to speak to me - was fraud dept and they wanted to check some transactions. I called them back and was greeted by usual IVR and asked to input my card details which I did. Then after a short while my call was picked up by an agent who explained that my card has been compromised and cancelled. She then went on to say I need to answer some security questions and that’s fine to a point - talk about excessive - not just who I am but every telephone number (3), address, she wanted my date of birth and I asked why do you need all this? she replied its policy and I can’t help you without them.

I then asked what would you ask for if you called me and she said just very little as we would be calling you. Now what would be smarter is if they asked me for something like a pin or other ID like date of birth on the IVR - would have saved a lot of hassle and BMO a lot of time (=cost) and they would appear to be much more organized. I felt the agent could have handled me better - I am usually very considerate to people I speak to on the phone, but when someone starts spouting on about policy without sounding empathetic I get annoyed - its like she could not be bothered that much. I am sure its not the case but I do think better systems and some training in customer care would have been useful to make me happy.

I even had to ask when I would get a new card and was told 7-10 business days! I said that’s absurd and she agreed to courier it by Tuesday (4 business days). If my card ic compromised the least they could do is send me a new one immediately especially as they could see i use it all the time!

So, BMO - not great and some room for improvement. Consider training, policies and procedures to make me a happy customer and save yourself thousands, maybe millions by using a smarter process for when customers call you and have them rave about you not, as I just did, write about you for the wrong reason! …and regular readers you will have read about my interactions with BMO in the past – customer service team are great

Publish Date: August 23, 2012 6:35 PM


American Airlines

Wow - had a real bad experience with AA last week - there was a total lack of comms on the ground at LAX and our flight and we left 6 hours late. It was a fiasco to put it politely - pilots walked off the plane, missed a meeting with US and Canadian Immigration re Nexus that was planned several months ago, missed my connection in Toronto and had to stay in a hotel. I wrote to AA and didn't expect a response - in the past whenever I have complained to airlines I usually got a std response - AA were good though - took on board my comments and thanked me and gave me the impression they cared. Good job AA - I WILL fly with you again!  :)

Publish Date: August 15, 2012 3:56 PM


Vegas 2012 Update

Ok so we have pretty much tied down some excellent activities for delegates! I am exhausted after sampling food at different locations, watching shows etc - its tough! :)

So, what we have planned is to give delegates a real taste of Vegas, The Wild West and Mexico. We have:

1. A photo scavenger hunt - Vegas style! Should be fun!
2. Roped in the famous and gorgeous Gilleys girls and the rodeo bull for some good old fun at Gilleys at Treasure Island including a line dancing competition - details to follow!
3. Organised a fun Halloween costume party - theme for this years events is Super Heroes (for the heroes who are presenting), Cowboys and Cowgirls and Pirates (in honor of Treasure Island)
4. And to round off a fun week, a fun filled evening at Senor Frogs - went there last night and its a blast!

Oh, and for those who want to shop, the Fashion Show mall is just across the road!

so, from a knackered Raj - I think we are all set for a fabulous week in Vegas!

Publish Date: August 9, 2012 8:41 PM


Vegas 2012 Update

so been exploring - we have arranged some amazing entertainment and networking activities for delegates at our 2012 Top Ranking Performers conference - everyone will love it! Tomorrow I am checking out some potential shows and other eating establishments (life is hard at times :) ) - will be lots of fun at the event later this year - will keep you posted. Oh, also won at blackjack tonight then moved tables and lost coming out even - at least I got some free drinks :)

and for the shoppers - we are going to be next door to a massive mall!

and by the way, Vegas is fun!

 

Publish Date: August 8, 2012 3:14 AM


At LAX right now

Excited to be on my way to Las Vegas - just flew in with AA to LAX and in the lounge for a an hour then off to LV! Will be exciting - taking in some shows, checking out some restaurants and planning for our event later this year. Will be meeting with Marveless Mark - our entertainer at Hard Rock to see if he can perform at TI for our gala - its exciting and so far everyone except 1 company has confirmed for Vegas! will be an awesome event!

Publish Date: August 6, 2012 3:46 PM


Olympics

Amazing opening ceremony for the London 2012 Olympics - normally don't spend much time watching but yesterday watched it all! - kept me entertained - very impressive ceremony! Liked the bond piece and also rowan atkinson - nice integration.
Music was awesome - so much Brit talent in the music world!
Looking forward to some exciting sports competition in London. It's amazing how talented these people are - very motivating (reminds me of the passion and motivation I see  at the Top Ranking Performers Conferences we put on - amazing people!)

Publish Date: July 28, 2012 8:10 AM


Vegas Best Practices Conference 2012

Las Vegas - Oct 29th - Nov 2nd 2012

http://www.youtube.com/watch?v=fjqmFii5iDw

Publish Date: July 24, 2012 7:35 PM


Gala Video - Europe Middle East & Africa

London - Madame Tussauds June 29th 2012

http://www.youtube.com/watch?v=P3sPLwosp0w

Publish Date: July 24, 2012 7:33 PM


Gala video Best in Asia Pacific

Singapore July 13th 2012

http://www.youtube.com/watch?v=AxFuT9M4lp4

Publish Date: July 24, 2012 7:32 PM


Tribute to Best in the Contact Center World Americas

Orlando June 18-21st

http://www.youtube.com/watch?v=gLHD68c3r8Q

Publish Date: July 24, 2012 7:29 PM


Tribute to Best in the Contact Center World Europe, Middle East & Africa

London June 25-29th

http://www.youtube.com/watch?v=8XmQPAyZ3Uo

Publish Date: July 24, 2012 7:29 PM

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