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Opentalk 2017: Bringing Contact Centers Into the Modern Age - Talkdesk - ContactCenterWorld.com Blog

Opentalk 2017: Bringing Contact Centers Into the Modern Age

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library.

Bringing Call Centers Into the Modern Age

Session Host / Moderator:

  • Robert Sur, Head of Platform, Talkdesk

Panelists (from Left to Right):

  • Matt Fernandez, Co-founder, SimpleEmotion
  • Shai Berger, CEO, Fonolo
  • Richard Rines, Founder, Autoreach

Session Questions and Highlights

1. Why are call centers traditionally viewed as a cost center?

“They have been viewed as a cost center because they do cost money. It’s a simple fact on the surface. Ultimately, it’s more work to see the value of a call center than it is to see the upfront cost. Likewise, seeing the cost is the same for every company where as seeing the value is a different journey in every company. It’s a harder journey to look at in concret terms.” — Shai, Fonolo

2. From a sales side, how have you been able to bring the message across that what you do at Autoreach brings value?

“From the sales side you want your reps making personalized, high value calls. It’s not just a matter of making lots of calls. It’s about making quality calls because they convert better. ” — Rich, Autoreach

3. Inbound versus outbound calls, how do you make the value easier to see?

“For inbound, analytics is key. As you find more detailed ways to look at your customer service experience — from doing direct call analytics to customer surveys and the like, you can see the value add to without spending a lot of money. This is especially true today since new technologies allow you to look at these analytics faster, easier and cheaper, ” - Matt, Simple Emotion

4. Now, with new technologies, companies are seeing that every voice interaction is a new opportunity. Are you seeing that companies are shifting their view of call centers as an opportunity instead of a cost center?

“I think there has been a really big shift in the last few years that is directly connected to how good self-service has come. What’s happened is that self-service has become more popular and the tools have grown with the demand making it more effective. So, today people prefer self-serve as their first choice. There was a time where people would call in and we’d push them to the website to try self-service. Now we know that people who are calling in have already tried self-service and they are having a more complicated or nuanced issue. So, what has changed is that the nature of the calls that end up in the call center have shifted towards more edge cases. All the simple stuff has been taken off the plate. What falls out from that shift is that agents have to be very well trained and be good at the emotional side of the conversation. Likewise, the agents are make or break moments to keep the brand in good standing with the customer. This ultimately makes the call center a high value opportunity to keep customers and create product evangelists.” - Shai, Fonolo

Want more? You can catch more of this panel discussion and videos like this one, visit the Opentalk 2017 video library by clicking the button below.

Adam Bonefeste

Adam is the content marketing lead at Talkdesk. When he isn't working, he's probably reading or getting lost in Youtube holes.

Publish Date: October 16, 2017 5:00 AM


2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 



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