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Article : Coming Out Strong

2009 was a tough year for everyone, and as 2010 carries through, we all hope that it will bring with it better times. We wanted to know what steps contact center managers are taking to ensure those better times become a reality.

- A survey by Joss Jalbert, ContactCenterWorld.com

Ian Hamerton
NCC Manager
National Health Service Blood & Transplant
United Kingdom

"By continuing to monitor every failing and to develop ways of coping with the Social Media phenomena. I would like to say we will be introducing new technologies but the intransigance of IT Directors and procedures mitigates against doing the right thing now - maybe later!"

About National Health Service Blood & Transplant

NHSBT is a Special Health Authority in the NHS with responsibility for optimising the supply of blood, organs, plasma and tissues and raising the quality, effectiveness and efficiency of blood and tra... (read more)
 
Karen Wenborn
Contact Centre Manager
Screwfix Direct Ltd
United Kingdom

"Embed 'can do' culture, enhance technology and grow talent."

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)
 
Jonathan Judd
Director of Strategic Alliances
8x8 Inc.
United States

"Through the right technology, all hosted."

About 8x8 Inc.

8x8, Inc. (Nasdaq: EGHT) leverages its patented software technologies to deliver high quality voice solutions with integrated messaging and video to businesses of any size with employees in any locati... (read more)
 
Ashraf Imran
Manager Business Development
Fusion BPO Services
India

"Stabelizing the current project before opening door to new clients. Focus more on organic growth. Adding SEO and web development to our services."

About Fusion BPO Services

Founded in 2003, Fusion BPO Services is a global outsourcing services provider with dual headquarters in Draper, Utah in the US and Kolkata, India. Its end to end outsourcing solutions include the com... (read more)
 
Daniel Friedman
Senior Business Development Analyst
PointClear
United States

"Train, train, train with the initiative of pushing decision making to front line phone agents."

About PointClear

PointClear creates business opportunity for its clients through comprehensive prospecting, list segmentation, sales lead management, and target market intelligence programs.
 
Tom DePew
Senior Consultant
Haseman Associates
United States

"The area of focus will be to more tightly define the mission of the call center. Given the continuing trend toward multi-channel, it will be important for our business to ensure that the call center fits seamlessly into a multi-channel customer experience."

About Haseman Associates

Haseman Associates specializes in services for retail clients, including supply chain, BPO, and retail operations.
 
Nick Kossovan
Call Center Manager
GFL Environmental Inc.
Canada

"By revamping the incentive program so the agents focus further on the KPIs that directly effect the bottom-line."

 
Charles Studt
Vice President of Product Management
IntelePeer, Inc.
United States

"Our contact center customers are increasingly seeking voice capabilities that simplify connections with customers and integrate voice throughout their business applications."

About IntelePeer, Inc.

IntelePeer delivers a complete business communications solution including: complete Cloud Contact Center, full-service cloud calling directly integrated with Cisco Spark unified communications, Enterp... (read more)
 
Ayman Amiri
Director
Orange Egypt
Egypt

"1.CRM new tool adaptation
2.retain high talents through HR performance tools
3.Study out tasking/managed service"

 
Alessandra Busilacchio
Operations manager
Saa International Assistance Srl
Italy

"I do not indend to change my policy for the year 2010, we do constantly work at improving what we do. In my line of business products offered are very concrete. It is a matter of timely delivery or disaster in a very demanding market therefore the year 2010 will see us hardworking and highly committed, but that will not be somethig new for our customers."

 
Lindsey Foots
Marketing Manager
Martin Dawes Systems UK
United Kingdom

"Streamline processes to deliver a more accurate, rapid response rate."

 

New Media Analyst and Futurist
Brian Solis
United States

"By listening, monitoring, and improving the cycle of service, inward and outward. Also, improving the infrastructure for internal and external collaboration. We have to improve the product or service based on the issues that are publicized in order to truly silence the critics."

 
Marcelo Boarin
Contact Center IT Manager
Oi (telecommunications)
Brazil

"Performance Management"

About Oi (telecommunications)

Oi is Brazil’s telecommunications service provider, with a fully integrated nationwide presence and 70 million customers. Oi offers fixed and mobile, broadband, pay TV, data transmission and internet... (read more)
 
Luis Flores
Contact Centre Operations Manager
Trader Corporation
Canada

"Making sure employees know the goals
Develop effective communication
Help and set achievable goals
Practice with employees the steps to successful goal achievement
Promote the sense of belonging and team work
Celebrate their accomplishments"

About Trader Corporation

Trader Corporation is a Canadian print and online publisher. The company was formed in June 2006 with the integration of Classified Media (Canada) Holdings Inc. (Trader Canada) and Trader Media Corpo... (read more)
 
Amith R
Senior Manager
Unity Telecom Infrastructure
India

"More projects,retain existing contracts."

 
Milan Ferliè
International Customer Solution Manager
Linea Directa Communications
Slovenia

"Focus will be in: productivity increase, cost optimization, attrition rate – implementing assessment center."

About Linea Directa Communications

Linea Directa Communications is part of the Studio Moderna Group, one of the biggest and fastest developing direct marketing and call center companies. The group coverage 19 markets in CEE providing s... (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 - Workforce Management Strategy

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

Published: Tuesday, March 23, 2010

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automation

 
1.) 
Agara

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.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

4.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

5.) 
OpsTel Services

SPEED & PLUS
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 Perfor...
(read more)
 

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