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Article : Allowing Pet Peeves to get the Best of You!

We usually don't notice the bad habits of our own company, but when Industry professionals are forced to contact other contact centers, Individual grievances quickly come to the surface! Find out what our members had to say about their pet peeves and turnoffs regarding contact centers.

Click here to learn more about this annual Best-of-the-Best Conference!

Masood Ibrahim
Associate Manager Client Services
i2c Inc
Pakistan

"When the agent puts me on hold due to lack product knowledge or information...."

About i2c Inc

A pioneer in prepaid processing, i2c’s card processing solution makes it possible for its clients to get new products to market faster, tailor programs for specific segments and offer a variety of ver... (read more)
 
Richard Upson
MI & Reporting Manager - Customer Experience
National Australia Bank
United Kingdom

"Staff not bothering to understand the problem and just providing a standardised response therefore you have to contact the centre again."

About National Australia Bank

National Australia Bank’s UK organisation.
 
Linda Chando
Vice President, Call Center Services
Cyber City Teleservices
Philippines

"lack of quick solutions. hate to have to explain myself more than one time or not be understood. Want quick solutions and resolutions -."

 

Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

Yee Cheebeng
Service Delivery Manager
Trisilco Radiance
Malaysia

"put me on hold too long
not enough agents"

About Trisilco Radiance

Trisilco Radiance Communications Sdn Bhd, a subsidiary of Radiance Communications, Singapore, was established in 1993 to deliver total communications solutions in Malaysia.
 
Tina Ufeli
Ceo
Due Season Enterprises
Nigeria

"AUDIBLE ANNOUNCEMENT OF THE CALL BEING MONITORED AND HOW LONG IT SHOULD LAST PUTS ME OFF.I DON'T NEED TO HEAR IT."

 
Julio Moretti
Director
Mindbe
Brazil

"The delay. Is rare when you need to contact some company and not need an immediate response. In most cases, you need the response instantly. And when you send an e-mail to the company, and they response to you after 2 weeks, sorry. This informations does not help anymore. This really annoys me."

 
Diana Dewi
Consultant
168Solution
Indonesia

"Call to GSM operator using my handphone and the agent ask me the handphone number.
I think they can check my number in ACD phone or CTI"

About 168Solution

168Solution is a leading Consulting and Training of Contact Center, with proven approach and experience in Contact Center or known as Digital Interaction for Inbound and Outbound, Voice, Email and alt... (read more)
 

About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Season Greetings

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

Published: Thursday, April 23, 2009

Printer Friendly Version Printer friendly version

2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
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 Performance Monitoring
 

About us - in 60 seconds!

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
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The most important day of the year for the CC & CX industry in the world!

We are proud to announce the winners of The 2022 '17th Annual' Global Top Ranking Performers Awards, The World's Most Prestigious Awards in the industry! Read More...
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