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Article : Contact Center Challenges of 2009

The last several years have been rather challenging for all business sectors, and while on the teeter-totter of recovery, we are still unsure how the future will affect us. We asked contact center industry professionals what has been some of the greatest challenges of the past 12 months.

Ken Reid
Marketing Director
IMImobile
United Kingdom

"In an extraordinary year, against the backdrop of recession, the contact centre industry has had to face a stronger shift in customer expectations. They are demanding higher standards, a faster service and better value for money. Alongside this, contact centres are having to comply with tighter regulations relating to customer service, such as those dealing with abandoned, or silent, calls."

About IMImobile

IMImobile is a cloud communications software and solutions provider that enables companies to harness mobile and digital technologies to better communicate and engage with their customers. Organisatio... (read more)
 
Sarah-Jane Heber-Hall
Operations Director
Computertel Ltd.
United Kingdom

"I think that contact centres have had to become more client focused, to retain existing accounts, ensuring that their service levels and customer experiences are consistent and top of their league. Training and coaching has seen more in-house activity, due to budget constraints and stronger business cases have had to be made for priority purchases.
Staff attrition has had to be reviewed, as a two fold activity, to ensure that good agents stay and less impressive staff are trained and coached to become acceptable and consistent."

 
Lou Krost
VP Workforce Optimization
Chase
United States

"The greatest challenge for the contact center has been the numerous changes companies have made to their business models and strategies. Due to a sagging economy, executive management have been expected to develop navigational solutions within uncharted waters."

 
Milena Linhartova
Customer Service Director
Skupina ČEZ
Czech Republic

"The contact center industry had to face impact of the financial crisis"

About Skupina ČEZ

The CEZ holding is a power company in Central and Eastern Europe. It provides sales and distribution of electricity and gas in the Czech Republic. The unit „CEZ Prodej“, is responsible for the whole s... (read more)
 
Richard Snow
VP and Research Director
Ventana Research
United Kingdom

"Providing excellent customer service while under severe cost constraints"

About Ventana Research

Ventana Research is a benchmark research and advisory services firm. They provide guidance to help organizations manage and optimize performance. Ventana Research focuses on business and technology tr... (read more)
 
Dr. Hüseyin Gungor
Chief Customer Officer
emotional loyalty
Netherlands

"Last year’s challenge was almost same for everyone "more with less." And this was also the challenge for many contact centers in 2009."

 
Dru Phelps
4D Value Partner, in private practice
United States

"When investigating Agent Satisfaction in 2009, the recurring reply rated as an issue has been:
"Our department has enough Agents for the workload we handle" and
"The work is fairly distributed within our center.""

 
Suzanne Pettigrew
Senior Manager
Northern Tel & Telebec
Canada

"I think the focus is on being highly competitive in the contact center industry. Ranging from: focusing on providing the BEST customer experience, while ensuring to be a highly profitable sales focused organization, while ensuring efficiencies, effectiveness , all while ensuring to attain a competitive cost to running the contact center."

 
Colette Yee
Director of Strategic Marketing
Genesys
United States

"Given the tough economic environment, budget constraints and headcount reduction, contact center executives have to think outside the box to achieve the operational efficiencies and resource productivity they desire.

At the same time, they have to deliver the intended customer experience that resonates and reflects their brand promise. The contact center is one of the remaining human bridges between the company and the end-customer, and is the best avenue to establish an emotional connection with the customer. A stellar or atrocious customer experience at this critical point of contact can make or break a customer relationship. However, this role is often under-recognized in today’s cost-preoccupied environment.

To stay relevant to the organization and the stakeholders, the contact center has to constantly reinvent itself. Finding smarter ways to balance the quality-cost ratio, leveraging existing assets with minimal capital expenditure while expanding the contact center from a cost center to an insight and revenue-generating center, have been and will continue to be the key aspirations of the contact center industry."

About Genesys

Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in... (read more)
 
Robert Nana Mensah
Communication Consultant
African Business Communication
Ghana

"Meeting clients' interests in a quick turn-around manner"

 
Gerry Brown
Chief Customer Rescue Officer
The Customer Lifeguard
United Kingdom

"The pressure to reduce costs while still providing a great customer experience and realizing that there is only one loser when costs are cut - The customer"

About The Customer Lifeguard

The Customer Lifeguard, is on a on a mission to rid the world of bad customer service and knows that delivering a great customer experience isn’t just a “nice to have”, but a serious contributor to th... (read more)
 
Jackelene Aquino
Country Human Resource Manager
Concentrix Philippines
Philippines

"In the Philippines alone, the greatest challenge it had deals mostly with retention. Attrition rate have increased dramatically and resources to replace them have become scarce."

About Concentrix Philippines

Aditya Birla Minacs is a business solutions company that partners with global corporations in the manufacturing, retail, telecom, technology, media and entertainment, banking, insurance, healthcare an... (read more)
 
Daman Adlakha
General Manager
BPO PLUS WLL
India

"The greatest challenge the contact center industry faced during last 12 months is of getting the new business for the call centers. This is due to world wide recession and has affected all the industries across the globe."

About BPO PLUS WLL

BPO+, a collaborated entity of two distinctly varied professional corporations, is a provider of Contact Center and BPO services, Telecom System Integration and IT services from the Gulf Countries. ... (read more)
 
Jennifer McLeod
VP of Business Development
Teleperformance Canada
Canada

"Maintaining a positive employee moral in the face of economic change and uncertainty and being able to communicate in such a way as to demonstrate that we are using this time to strengthen our internal processes and procedures."

About Teleperformance Canada

Teleperformance Canada offers four modes of outsourcing partnerships (outsourcing, co-sourcing, buy-out & facilities management) that enables you to find the most efficient framework while refocusing... (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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Published: Friday, January 22, 2010

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2023 Buyers Guide
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CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
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3.) 
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PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

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