#ContactCenterWorld

Concentrix New Zealand will be one of the Contact Centre companies presenting at the Master Class Best Practice Sharing event happening in Malaysia. We asked Stephen Abbruzzese to share his story.

Who are you?
Stephen Abbruzzese – Account Executive Concentrix New Zealand

How long you have worked in the contact center industry and how did you get started?
I have been in the contact centre industry for over 12 years now, after graduating from University with a Double Degree in Human Movement sport sciences and Information Technology. I first started working as an agent in the contact centre although my career interests laid elsewhere. However, 12 years later I find myself still within the same industry enjoying the career diversity, rewards and challenges that come with working in such an industry. Like so many of us in the industry, once you start you find yourself never leaving.

What do you like most about the industry?
The speed at which this industry changes keeps it very exciting. With the growth in technology capabilities, cloud based solutions and social engagement business are changing the way they deliver services daily.

What you will share at the upcoming Master Class Best Practice Sharing Event in Malaysia?
I will be sharing best practice for outstanding business partnerships. The key to longevity and successful relationship with our clients is to ensure we have a very strong partnership. By having this both organisations can support each other to ensure both remain successful.

What is a typical day is like for you?
As an account manager I own the relationships with a number of our clients. My day consists with many conversations and meetings with my clients to ensure we’re exceeding expectations and driving value. I also spend a lot of time with the delivery teams coaching and mentoring our up and coming leaders. By continuing to develop our employees the better and more consistent our performance is to our clients

Do you think the service you get personally is getting better or worse and why?
I think customer service is on the forefront of everyone’s minds in today’s society. Services have definitely improved over the past few years due to the fact customers have an easier platform to express their thoughts. Social media has really put the focus back onto organization to deliver consistent, high quality services to avoid poor customer feedback which is now visible to everyone.


Finally can you tell us something about the country of New Zealand, something perhaps our members might not be familiar with?
I was born in Australia and spent the first 30 years of my life there. However for the past 3 years I have relocated to New Zealand to help grow our Concentrix Business. New Zealand is a very stunning country with very friendly people. New Zealand is very much like Australia so the move to New Zealand was very easy to make for me. New Zealand's population is just over 4 million, however for such a small population they certainly are competitive on the global front both in business and sport. The Scenery in New Zealand is something that must be seen, those of you who have watched the lord of the rings movies will have some idea of the beauty New Zealand has to offer.

About the 2016 Contact Center Masterclass Best Practice Conferences
The annual Top Ranking Performer Conference was co-established in 2006 to run alongside the Top Ranking Performer Awards and is the most recommended industry conference in the contact center World. Delegates from all over the world attend and hear best practices shared by those who run centers. 4 events are run annually – one in Asia Pacific, one in Europe and 2 in North America – details at www.ContactCenterWorld.com/conferences