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.
- Jennifer McLeod, VP of Business Development, Teleperformance Canada, Canada
Also many companies still do not fully understand how service providers like ACS can leverage technologies like social media and analytics in the call center environment. They are both enablers of new markets and new delivery models for the call center industry as well as changing the dynamics of a traditional call center business model."
- Chris Tranquill, Group President, Xerox, United States
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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."
- Colette Yee, Director of Strategic Marketing, Genesys, United States
- Reid Houser, Vice President, Sitel US, United States
ANSWER TO QUESTION 1: More than ever, the contact center's greatest challenge this year was the ability to provide excellent service while streamlining operations, via optimizing the workforce's efficiency."
- Israel Beniaminy, Senior Vice President, Product Strategy, Clicksoftware, Israel
- Teresa Sinel, Director of Brand Ambassador Relations, VIPdesk Connect, United States
- Ken Reid, Marketing Director, Rostrvm, United Kingdom
- Lou Krost, VP Workforce Optimization, Chase, United States
Businesses are suffering because of a lack of cash – either to set up an expensive and complex telephony system; or because there are hidden costs within the solution they already have."
- Paul Turner, Chief Operating Officer, NewVoiceMedia , United Kingdom
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."
- Sarah-Jane Heber-Hall, Operations Director, Computertel Ltd., United Kingdom
- Wido Pratikno, Corporate & Personal Life Coach, CV.Bimasakti Citra Utama, Indonesia
- Suzanne Pettigrew, Senior Manager, Northern Tel & Telebec, Canada
Today's Tip of the Day - Who Do You Want?
ContactCenterWorld 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.
Published: Friday, January 22, 2010