Las Vegas – At the 2010 Best Practices Conference – The Top Ranking Performers in the Contact Center World – delegates heard from the best in customer services in the Contact Center World. The top 3 contenders from the world included St. George Bank (Australia), Qatar Telecom (Qatar) and CVS Caremark (USA)
St.George, part of the Westpac Group, is one of Australia’s leading Retail and Business Banking brands. Founded in 1937 as a housing based financial institution, St.George built a reputation as Australia's foremost building society, before achieving full banking status in July 1992.
St.George’s key strategy is harnessing the potential in the franchise and building on its strengths and capabilities. These strengths include a track record of superior credit quality, positive customer service ratings relative to the industry, and product management and product innovation capabilities.
Commenting on the win and the best practices conference where St George staff presented, Antoine Casgrain, General Manager Customer Contact Centres- Retail Banking St. George told us "We learned of so many leading edge operating practices ... and most importantly we learned how organisations have applied them!' The Networking opportunities were invaluable. In our part of the world you always talk with the same people."
" It was so refreshing to meet new practitioners and hear about their refreshing perspectives. Our group sat down at the end of the conference and agreed on 20 top learnings/initiatives to explore once we got back home. Within 2 weeks of our return, we have already implemented three ideas and have IT excited about another two that could really steer us apart from our competition in our part of the world.".
Raj Wadhwani, President of ContactCenterWorld added "I am always amazed at how the best in the industry work their magic and all three of the contenders were stellar. What I really liked about St. George is the fact that they focus so much on people in their contact centers and the customer and ensure that everything they do does not negatively impact either of these two groups – they are simply the best and every time I hear their story they share so many tips and I am ‘wowed’ – amazing people and amazing service. I congratulate St. George in particular Antoine Casgrain and his team on sharing so much. It’s fantastic to hear that they came away with lots from the conference and awards – they certainly are open to sharing and learning from others as well – they are a brilliant yet very humble group of people"
Antoine Casgrain (right) answering questions at the Best Practice Conference and the company mascot! (left)
Casgrain concluded " We have now participated on three occasions to the World Awards process and have learned so much every time and have implemented so many new initiatives that we were exposed to. We will be back next year ... and the year after that!
"No other Contact Centre conference offers such a great opportunity to learn from colleagues from right around the world in a format conducive to short and crisp sharing of practical initiatives and best practices."
The Top Ranking Performers in the Contact Center World Awards is an annual benchmarking and best practices awards program run by Contact Center World. More details of the 2011 awards which are open for entry until middle of January 2011 at this link https://www.contactcenterworld.com/worldawards
The Top Ranking Performers Conference is a conference series that consists of 4 events around the world – 3 regional and 1 global best practices conference that is open for anyone to attend. More details of the 2011 conferences are at this link https://www.contactcenterworld.com/conferences
A full list showing the 2010 Global Rankings for all awards can be found at this link
https://www.contactcenterworld.com/worldawards/award-rankings.aspx?id=B1AF3648-3E6D-4B47-9219-FDE4BD016F25
Published: Saturday, December 4, 2010
| 5.) |  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... (read more) |
| 6.) |  Consilium UniCampaign™ Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des... (read more) |
| 8.) |  Genesys PureConnect Genesys PureEngage Tegsoft |
| 15.) |  InterDialog UCCS The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time. The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t... (read more) |
| 16.) |  Custom Outsourced Solutions Tru29 Solutions tailor fits a dialer solution that will truly suit your needs. |
| 17.) |  Voiptime Contact Center Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to: - Automate lead prospecting and have 4x more live conversations daily; - Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer; - Smooth out the peaks of calls by... (read more) |
LOGIN WITH YOUR CONTACTCENTERWORLD.COM ACCOUNT
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall