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
The global leader in customer management, billing and HR services, providing outsourcing, services, consulting and software solutions to leading companies around the world.
Published: Thursday, May 19, 2016
|1.)||Acqueon Technologies Inc.|
Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
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|2.)||Call Center Studio|
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Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
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|3.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
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|7.)||Cloud IT Services GmbH|
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