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Article : Always Room for Improvement!

There’s the old adage that no matter how good you think you are, someone out there is still better. This not only applies to the individual but the business community as well. To stay competitive, contact centers must continually find ways to improve service and work conditions. What other areas still need improvement? Find out here!

Steve McArthur
Head Of Service Delivery
Prudential Corporation Asia
Hong Kong

"People still believe that call centre's are 'sweat shops' and we need to continue to change this mindset. The majority of people working in call centres are highly skilled and many are academic however when they mention they work in a call centre, people appear to look down on them which really is unfair. We need to raise the focus of what it really is like to work in a well managed call center."
About Prudential Corporation Asia

Prudential Corporation Asia is a European-based life insurer in Asia in terms of market coverage and number of top five market positions. The Company has life and asset management operations in 13 mar... (read more)
Hennie Lange
Operations Manager
South Africa

"The industry needs to understand that you cannot be everything to everybody. Every business will have to set itself clear strategies and build its customer service offering around it. Business should stop chasing best practice standards for the sake of it and should have the strength of conviction to settle for standards that makes sense for the particular business ito its service offering and its market.

The indurstry needs to take action in developing better job specific training and development programmes for all roles, but it is particularly lacking at supervisor & management level. The industry needs to stop chasing after new technologies as mere cost cutting opportunities and needs to improve its client listening strategies. New technologies should only be adopted if that is what clients want. The industry needs to develop a more systemic holistic mentality in designing service strategies and processes. Too many channels and automated services exist that is not aligned to the documented service offering and client expectations."
About Sanlam

Sanlam was established in 1918 and is a leading financial services group in South Africa. It demutualised in 1998 and is listed on the JSE Securities Exchange in Johannesburg and on the Namibian Stock... (read more)
José Francisco Garrido Casas
Purchasing Manager

"The industry must try to create knowledge to maintain the progress in the developed countries and to know how to create develop in the non-developed countries."

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We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!


Eli Goldstein
Consulting Associate
South Africa

"Holistic approach combining People, Process, Technology and Information. Integrated, uncomplicated technology training that enables the strengthening of emotional intelligence in agents."

Robert Hill
Team Leader
Queensland Police Service

"Better take up by centres of emerging technology. Better PR to customers to get over the stigma of doing business with call centres, and more focus on self service via web, IVR, etc."
About Queensland Police Service

The Queensland Police Service (QPS) is the law enforcement agency responsible for policing the Australian state of Queensland. In 1990, the Queensland Police Force was officially renamed the Queenslan... (read more)
Hari Raghunathan
Sr. Manager, Operations

"1. A central database of people needs to be created and a blacklist needs to be maintained on people who do the following:
· Go Absconding
· Swap jobs constantly
· Non Performers
2. Workplace entertainment needs to be looked at to break the monotony.
3. Systems need to be User Friendly.
4. Customer Centricity needs to be achieved across the industry."

Ken Persson
Nordic Homesourcing AB

"Still email and especially web sites which offer in many cases, worse customer experience than phone. Many companies need to align the service goals for customers contacting them through the web with the level of service given by phone. One problem is the ownership of the web, customer service organisation is not in control over the web to the extent needed."

Carmel Geaney
Team Leader

"I think one of the biggest challenges facing the contact centre business is marrying customer expectations with cost effectiveness in using improved technology to replace live agents. Customers demand instant response but not by a system. The systems are good but they will never replace the live contact. Another challenge is the growing use of other channels of contact such as email, chat etc. Again customers still expect instant response. Of course the type of business has an impact, as a premier utility company our customer base is domestic customers including the elderly who still prefer to speak to a "live agent" and we can only slowly divert the very simple queries through our IVR system freeing up the agents for the more complex queries and handling the email queries. We have to be very mindful of the negative impact of any media attention a complaint from an elderly or underprivileged customer could do to our Brand which over the years is highly respected but is now part of a competitive regulated market."
About ESB

The Electricity Supply Board, known for short as the ESB, is a state owned electricity company in Ireland. While historically a monopoly, the ESB now operates as a commercial semi-state concern in a l... (read more)
Chiaki Hishinuma
Professor Emeritus
Tokyo University of Technology

"Agent recruiting and training."
About Tokyo University of Technology

Tokyo University of Technology is a private university in Hachiōji, Tokyo, Japan. The predecessor of the school was founded in May 1947. After becoming a vocational school in 1953, it was chartered as... (read more)
Arnob Bhattacharya
Lead Consultant

"Become less complex. Lower the jargon and speak profit needs and need to survive in plain language to the employees, customers and itself. Set standards for employee selection and make attempts to make the role of a contact center professional at par with the respectable ones in society. Increase the level of awareness as a industry amongst the public of the viability of letting their children growing up, believing that the contact center is not a place for the inexperienced, and inefficient, but instead is worthy employment, and requires quality of knowledge and capability, giving in return lifelong sustenance and quality of life."
About HCL

HCL Enterprise is a 32-year-old Global Technology and IT enterprise, with operations spanning 23 countries. The 3-decade-old enterprise, founded in 1976, is one of India's original IT garage startups.... (read more)
Alaa El-Daly
IT Manager

"As ECCO work experience in the Egyptian Market and offshore the major challenge is to find a middle management who are capable to manage and operate a call center."

Graciela Evia
Directora de RRHH Sudamérica

"Change the paradigm of viewing the industry as a "negative" employer."
About RCI, LLC

RCI has more than three million members worldwide, who enjoy vacations at RCI's over 3,700 affiliated resorts. These timeshare owners and resorts are a unique community of travel enthusiasts with the... (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 ''. We were established in 1999.
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Today's Tip of the Day - Confirming Details

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

Published: Wednesday, July 22, 2009

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2020 Buyers Guide Recruitment Products/Services


HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.
PH: 612-817-4090

Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!
PH: 1-416-992-5158


VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.
PH: 0217991445

TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
PH: 07 3831 6333

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