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Bambang Surya Putra
Director Operation Control Center Call Center
M Fajri
Learning & Development Manager
Jim Thomsen
VP of Customer Success
Rendy Dalimunthe
Process Improvement and Innovation Senior Manager

Article : A Word of Advice

Sometimes success is based on just one thing, a golden egg. If you had to give just one tip (that you believe is perhaps the most important tip) to another manager in a contact center, what would your tip be? We asked industry professionals for their top pearls of wisdom for success.

Stephen Dawson
Vice President of Communication & Strategic Planning
The Heritage Company
United States

"While data is king, people skills cannot be overlooked in teleservices in either an outbound or inbound setting. In sales terms, "you do not have because you do not ask.""

About The Heritage Company

Heritage has decades of experience serving America’s nonprofits. We are honored that these charity organizations have entrusted us with their fundraising and public awareness campaigns. Heritage offer... (read more)

"Your focus must be on the customer. At Epicor, we pride ourselves on working closely with the customer to build a successful foundation for their future growth and profitability. Epicor never forgets that it’s the company’s responsibility to help assist customers in maximizing the value of their Epicor solution because we know that our company’s success is directly tied to the success of our customers."

Karen Schweitzer
VP Sales Operations
United States

"That tip would be to make sure that the contact center environment promotes excellence, continuous improvement and challenges CSRs to always be at their best. This includes instilling the understanding of customer expectations at the CSR level and obviously praising performance when the CSR is consistent or goes the extra mile for the customer."

Yolanda Perez
Director of Operations
United States

"My tip would start with Employee Engagement! All the call center tools available are only as good as the people that you hire and engage. Make sure all members of management have everyday access to all employees (face to face is preferable). This could be a small gesture such as a greeting; weekly 1:1 meetings and monthly awards and team meetings. I truly believe if you take care of your people - they will take care of your business."

Phil Taylor
Chief Member Experience Officer
DUCA Financial Services Credit Union Ltd.

"Everything starts with Employee Engagement. I speak of our NPS as our key metric however that would not be possible without motivated, inspired, engaged employees. If you have staff that are energized and believe in what they do and feel a part of the bigger picture you will in turn have a successful Sales & Service organization."

Armstrong Nsien
Project Supervisor

"Manage your contact centre using metrics."


ConSol bridges the gap between governments, corporations institutions and their stakeholders using technology, facility provides efficient services in exchange of valuable information solutions that i... (read more)
Lori Greiving
Director of Business Development
United States

"Your agents are your most valuable asset."

About Xerox

Xerox Corporation is a fortune 500 global document management company (founded in 1906) which manufactures and sells a range of color and black-and-white printers, multifunction systems, photo copiers... (read more)
Richard Blank
Costa Rica's Call Center
Costa Rica

"Patience! Listen to your agents, have compassion and give them a second chance to make a strong comeback. We all have an off day every now and again."

About Costa Rica's Call Center

Costa Rica's Call Center (CCC) is a telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every... (read more)
Gordon Pullan
Assistant Vice President
United States

"Don’t be afraid to challenge your team to greatness."

About MassMutual

Founded in 1851, MassMutual is a mutual life insurance company that is run for the benefit of its members and participating policyholders. The company has a long history of financial strength and stro... (read more)
Ann Mayer
Mayer Consultants Ltd
New Zealand

"Coaching, coaching, coaching. This is what will enable your centre to out perform all others"

About Mayer Consultants Ltd

We produce on-line training in all areas of communication skills in the following Debt Collection Sales Customer Service Service Desk
John Cockerill
The Taylor Reach Group

"Communicate the value effect of service on the brand and revenue to senior officiers in both direct line reporting and to the areas of marketing and sales."

About The Taylor Reach Group

The Taylor Reach Group is a call center and contact center consultants specializing in customer experience consulting and call and contact center consulting, management, performance, technologies, sit... (read more)

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website ''. We were established in 1999.
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Today's Tip of the Day - Knowledge Based Solution

Read today's tip or listen to it on podcast.

Published: Thursday, March 11, 2010

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2024 Buyers Guide Visual Communications

Premium Listing
SJS Solutions

Optymyse - Digital Employee Engagement
Optymyse is a completely new way to empower, engage, motivate and retain your contact centre, call center and helpdesk agents. Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people and is focussed on improving mental health, wellness, wellbeing, motivation, happiness and reducing stress in the workplace.


Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.

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