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Chai Domingo
Director, Contact Center
Eric Sherman
VP Business Development
Mahendra Setyawan
Division Staff
Annie Padayachee
Customer Service Director, South Africa
Scott Walles
Operations Manager

Article : Challenges In Implementing a Multi-Channel Contact Center

Giving your customer the freedom of choice when it comes to communication is a guaranteed way to make those customers happy. But as more channels of communication open up and become available, the contact centers that integrate them are faced with new sets of challenges that can cause nightmares…

Suchita Sani
Deputy Manager Training
Accenture India

"High on cost, cannot be shared and Not effectively used across processes"

About Accenture India

Accenture is a global management consulting, technology services and outsourcing company. Accenture collaborates with its clients to help them become high-performance businesses and governments. With... (read more)
M Vos
Customer Operations Manager

"make sure that all channels are compatibel with each other, at the long run is has to be cheaper"

Bruce Middendorf
Global Support Manager
United States

"Scheduling, different skill sets, writing vs verbal, etc"

About Infor

Infor is a privately held U.S. software company that specializes in enterprise software ranging from financial systems and resource planning to supply chain and customer relationships.
Glyn Roberts
United Kingdom

"technology, training, culture , environment, people selection, cost and restructure"

Andrej Carli
Business Unit Manager
Bizmatica Sistemi Spa

"Basically the skill could be very different for answering in written way that over the phone, si it is better to have dedicated group. The best optopn is multimedia queue with a good tuning of preferences, skill and priority."

Karen Wenborn
Contact Centre Manager
Screwfix Direct Ltd
United Kingdom

"Distribution of workloads to meet service levels"

About Screwfix Direct Ltd

Screwfix Direct Limited operates as an online supplier of trade tools, fixings and accessories, and hardware products in the United Kingdom. Screwfix is the UK's supplier of tools, accessories and har... (read more)
Ertugrul Bayrakci
It Development Manager
Türk Ekonomi Bankası (TEB)

"We will establish a collaboration back and front office operations. We can report and monitor each channels activities. So we will give better service to our customers."

About Türk Ekonomi Bankası (TEB)

Türk Ekonomi Bankası (TEB), a financial institution in the Turkish banking sector, started its banking activities in 1927. With its ever-expanding branch network and wide range of products and ser... (read more)
Catherine Bouillon

"change management at customer level, management of the SLTs,"


Amadeus India Private Limited, ISO 9001:2008 certified, wholly owned by Bird Group, one of India 19s largest travel conglomerates, has been a pioneer in providing a global platform to the Indian Trave... (read more)
Mireille Welter
Call Center - Manager

"Optimizing the organization (structure) of the call center, training of the agents"

Fanti Holtzhausen
Group Manager
Old Mutual
South Africa

"Technology, system development - integrating call centre technology with our opperational systems."

About Old Mutual

Old Mutual is a leading international long-term savings, investment and protection Group.
Sandesh Ramsamoojh
South Africa

"Technology costs, legacy systems, Budget"

About Hollard

Specialties: Funeral insurance Life insurance Hospital Cash Back Plan insurance Motor Xtender vehicle warranty insurance Pay As You Drive usage-based car insurance Motor and Household insurance Partne... (read more)
Oren Hertz
IT manager

"we need to figure out what type of products will be handled by these chanells"

Sharon Whitehead
Global Sky Consulting
South Africa

"Clients, agents, cost"

David Freund
Director - Customer Service
Exent Technologies
United States

"to combine them all to one support tool"

Jahan Zeb Khan
Head of Customer Service
Wateen Telecom

"Talent structure – agents now have to be multidimensional. We cannot have one agent a specialist for inbound only. The agents need to delve into different technologies and immediately respond irrespective of the medium."

About Wateen Telecom

Wateen Telecom, a Pakistani telecommunication company based in Lahore, offer a complete range of carrier class telecom and multimedia services like fixed wireless and line telephony, 'always-on' broad... (read more)
Moira Marshall
Call Center - Manager
South Africa

"We have had to re-look at how to manage the alternate forms of contact so as to ensure that the tradiotional inbound calls were not negatively impacted by higher unanswer rates. Part of the solution was to establish an outbound call centre, which required us to re-look at our Call Centre infrastructure"

Mark Brannan
Customer Service Manager
United States

"Managing workflow and prioritization of work."

David Jones
Operations Manager
Frontline Telephone Answering Service
United Kingdom

"Finding a system that would apply the same skill based routing as our voice calls - also being able to measure and monitor the interaction."

Donald Gillis
Product Manager
DSS Corporation
United States

"Linking disparate corporate systems around the country"

Melissa Booth
United States

"It was shockingly easy."

Kobus Senekal
System Manager - Communications
Telesure Investment Holdings
South Africa

"Agent training, ensuring all agents are capable of handling the different media at the same time."

Aneeq Hashmi
Team Lead
Pronexus Inc.

"We needed to find a CRM that we could port all of our data sources to and track tickets unilaterally instead of manually collecting call results and entering them into our legacy CRM. We also needed IP phones and Asterisk server to tie in Agents available via SIP , Skype connectors, and traditional TDM Voice and Voicemail."

About Pronexus Inc.

Pronexus is the creative force behind VBVoice, recognized as one of the most seasoned and powerful IVR development toolkits available today. After 20 years of consistent innovation and technological a... (read more)
Susan Reisinger
Operations Manager
United States Navy
United States

"We need a new and updated ACD to integrate these streams and assign to next available agent."

About United States Navy

Founded in 1975, AMERICAN SYSTEMS is one of the largest employee-owned companies in the United States, with approximately 1,500 employees nationwide. Based in the Washington, D.C., suburb of Chantilly... (read more)
Darwin Taylor
Help Desk Analyst/Consultant
Pierce County Information Services Department
United States

"Identifying who will respond to each contact other than phone. ACD works to distribute those contacts equitably."

Ted Cart
Consulting Director
United States

"The operational challenges we assst clients with are primarily focused at the integratin of front end customer interaction channels with the numerous backoffice operations. Our challenge is to allo the customr to mange their business with all of the backoffice systems via any front end access."

Derek Hines

"Training, utilization efficiency, scheduling."

Karen Freeman
Assistant Director, Customer Service
American College of Healthcare Executives
United States

"Integrating all the channels seamlessly and simplying steps for staff. If we have all of these channels then it just makes the agent work harder sometimes not smarter. They have to do more which lends to more things falling through the cracks."

Ian Woolley
Head Of Support
CFP Software
United Kingdom

"The logistics and time taken to monitor all potential areas of incoming calls. Whilst checking and logging voicemails or emails for example, staff are pulled away from the incoming calls."

Victoria Gonzales
Manager, Quality Excellence
Canada Post

"alignment of technology (insuring existing systems support or don't conflict)
process changes/development to ensure seamless execution"

About Canada Post

Canadian Postal Services
Raul Urrizaga
Call Center - Ceo

"The oprational challenges are related to train the operators and the tecnological implementation."

P-O Karemar
Developer processes
Botkyrka kommun

"variable knwolege among users and lack of time to learn"

Chee-wai Ho
Business Analyst

"A uniformed customer experience. The information being solicited from customers needs to be consistent in order for 1) requests to be routed correctly regardless of contact channel, 2) a pleasant, non-confusing customer experience, i.e. the customer always knows what to expect regardless of contact channel."

About SingTel

Singapore Telecommunications Limited, commonly abbreviated as SingTel, is a Singapore telecommunications company
Siobhan Hanrahan
Quality Manager

"From an operational aspect the challenges we face as an organisation are the following
1) Measuring end to end customer and client satisfaction across all channels. We find that measuring CSAT by voice and email is relatively straight forward but when it comes to other media supported in our centre such as fax, webmail and SMS this is where we find it most challenging.
2) Measuring FCR across all channels is also quite a challenge for our business. In measring FCR we have a policy of using two measurements usually by evaluating a contact between our Advisor and customer and also by measuring the Voice of the Customer. This is a difficult metric to accurately measure across SMS, fax, Voicemail etc.
3) Measuring service level and response times for all contact types
4) Monitoring all contact types to ensure quality and consistency
Organisational Challenges are as follows:
1. Technology implementation/integration issues
2. Securing budget for multichannel needs"

About Abtran

Abtran is the largest indigenous business process outsourcer (BPO) in the Irish market. Established in 1997, the company is headquartered in Cork and currently employs in excess of 1,000 staff acr... (read more)
Gabriel Radut
Call Center - Manager
Telekom Romania

"The limits of the e-mail application, as example. Ussually the users tends to compare the e-mail client from contact center solution with normal e-mail clients as Outlook. This is a big problem because they see Outlook more easy to use and friendly that e-mail client"

About Telekom Romania

Romtelecom has evolved from a former state monopoly to a private company that is now connected to the sophisticated technology of this millennium.
The company offers its clients voice, data and bro... (read more)

Simon Creighton
Quality & Performance Manager
Concentrix Canada

"Technology, reporting, capacity, cost"

About Concentrix Canada

Minacs is a business solutions company that partners with global corporations in the manufacturing, retail, telecom, technology, media and entertainment, banking, insurance, healthcare and public sect... (read more)
Prasad Rao
Sr, Manager
Wipro BPO Solution Ltd.

"data capture - tracking off-phone agent productivity and utlization"

About Wipro BPO Solution Ltd.

Wipro Technologies is the global IT services business of Wipro Limited. Wipro delivers technology solutions to 18 countries, across four continents.
Sana Stephens
Director, Account Management
United States

"Workforce management to ensure resources are available to answer different channels types."

Sravana Kumar
Project Manager
Pepper Technologies

"Infrastructure - whatever channel you use, the important factor is to build a better and error free platform.

Intensive testing is required before installation to avoid any disaster that in turn brings customer service level down. With the pace and competitive environment, it is necessary to improve the infrastructure and evolve to perform better.

Secondly, training to use the platform is another biggest challenge, mass training will help the work force understand the core usage and benefits of the platform, but for better customer service and ROI, it requires a deeper understanding of the platform that is used by the workforce. Usually the learning takes a while (steep learning curve Vs Experience curve). As the competition is high and customer expectations are going up, it is important that specialised training needs to be provided to the workforce, the three phase approach. 1. Mass training, 2. Specialised training in smaller batches 3. Identify under performers and training them in batches."


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 - Engage Your Agents!

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

Published: Thursday, December 10, 2009

Printer Friendly Version Printer friendly version

2021 Buyers Guide Inbound Call Handling Services


2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
(read more)
PH: +1 (916) 426-3790


Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

Call Center Studio

Call Center Studio
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.
PH: +1 512-872-7565

Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

OpsTel Services

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
PH: 1+480-435-9390


VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk
PH: 0217991445

Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.

New 2021 Membership

About us - in 60 seconds!

Latest Americas Newsletter
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