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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

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)
 
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."

About GFL Environmental Inc.

GFL Environmental Inc. is a waste management company with headquarters in Toronto, Canada. GFL operates in all provinces in Canada, and throughout the United States.
 
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)
 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - Customers Wary Of Fraud Calls

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

Related Editorial

Published: Tuesday, March 23, 2010

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2023 Buyers Guide
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Visual Communications

 
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Optymyse - Digital Employee Engagement
Optymyse is a completely new way to empower, engage, motivate and retain your contact centre, call center and helpdesk agents. Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people and is focussed on improving mental health, wellness, wellbeing, motivation, happiness and reducing stress in the workplace.

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Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
 

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