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Article : Essence of a Leader

As people, we are each unique. But when it comes to work habits and practices, some of us may stagger towards the mundane habits of the average office manager. But some industry professionals break from the pack and bring a unique touch to their abilities that really set them apart and label them as true leaders.

Geoff Assing
Senior Support Operations Manager
Lone Wolf Technologies
Canada

"As a leader, I make certain that everyone understands the direction of the department. This is done with clearly defined goals and measurable objectives to help them understand what individual effort is needed to make the team successful. The fastest way up river is done when everyone is paddling in the same direction. But aside from the direction, I try not to provide exact steps required to get to the team goals as there is never one specific path. Rather, I give them the freedom to find their own solution while still guiding them towards the group's goal. As their leader, I want to empower them to think for themselves which is the key to building strong resources."

About Lone Wolf Technologies

Even after 28 years, at Lone Wolf Technologies, we’re having fun connecting real estate and technology–combining our tech expertise with your real estate experience to make technology work the way you... (read more)
 
Masood Ibrahim
Associate Manager Client Services
i2c Inc
Pakistan

"No matter what happens always keep your cool....Plus we never order agent's around, we always suggest what the agent can do. We work as friends and always lead by example."

About i2c Inc

A pioneer in prepaid processing, i2c’s card processing solution makes it possible for its clients to get new products to market faster, tailor programs for specific segments and offer a variety of ver... (read more)
 
I Aminarti Widiarti
Vice President Banking Contact Center
PT Bank Mandiri (Persero) Tbk
Indonesia

"Managing people as well as managing the customer expectation."

About PT Bank Mandiri (Persero) Tbk

Since its inception, the bank has worked hard to create a strong management team and professionals who work based on the principles of good corporate governance which has been internationally recogniz... (read more)
 
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>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW
Richard Upson
MI & Reporting Manager - Customer Experience
National Australia Bank
United Kingdom

"Take time to listen, try to understand the subject and give an open honest response when I know what is being communicated, even if it is only to confirm understanding."

About National Australia Bank

National Australia Bank’s UK organisation.
 
Linda Chando
Vice President, Call Center Services
Cyber City Teleservices
Philippines

"As we grow and expand it is critical to maintain and nurture our community of family and teamwork, everyone matters. To this end, I continue to write personal thank you notes to members of the team for outstanding results. (ie winners of our yearly attendance promotion/qa awards/outstanding results awards) I continue to facilitate the frontline leadership series (4 - 4 hour sessions discussing leadership principles) for all newly hired supvr. This way I get to spend 16 hours of interaction time with all supvr at all sites, this helps establish relationships that give the team a mentor interaction and allow me to know the frontliners that drive the business."

 
Teri Melone
Manager of Outsourced Call Center Ops
The Home Depot
United States

"Design leadership circles with all levels of employment that elicite info, ideas, troubles, etc. Then act on fixing these, with the help of the people that shared these with me."

About The Home Depot

he Home Depot is an American retailer of home improvement and construction products and services. The Home Depot operates 2,193 big-box format stores across the United States (including all 50 U.S. st... (read more)
 
Bruce Ratcliff
Project Manager
US Cellular
United States

"Don't know if it is unique, but really being out on the floor with the agents and being a part of the team. Often times this is not the case, management is in an office working on various things and never seem to be in touch with agents or even the customers."

About US Cellular

United States Cellular Corporation, d.b.a. U.S. Cellular, is a regional carrier which owns and operates the fifth-largest wireless telecommunications network in the United States, serving 4.7 million... (read more)
 
Tina Ufeli
Ceo
Due Season Enterprises
Nigeria

"WE BELIEVE IN PERSONALIZED SERVICE. EACH CUSTOMER IS UNIQUE.WE WANT TO MAKE THEIR EXPERIENCE UNFORGETTABLE"

 
Robert Nana Mensah
Communication Consultant
African Business Communication
Ghana

"I share information with subordinates to make real team work"

 
Khaled Ramadan
Consulting Leader
3D Vision Consulting
Saudi Arabia

"We take care of our people, we have built an integrated chain of Recruitment, Training, Development and Motivation."

 
Julio Moretti
Director
Mindbe
Brazil

"I don't believe that this is unique but I really work every day thinking about how I can increase my customers satisfaction. How I can increase the power of my team to do the best to attend the customers. This is very, very important!"

 
Diana Dewi
Consultant
168Solution
Indonesia

"Provide as much possible self service for customer"

About 168Solution

168Solution is a leading Consulting and Training of Contact Center, with proven approach and experience in Contact Center or known as Digital Interaction for Inbound and Outbound, Voice, Email and alt... (read more)
 
Rehan Ur Rehman
Head of Support Center- Customer Operations
Ufone
Pakistan

"Meeting with people at front end frequently and involved in day to day operations."

About Ufone

Ufone is an Etisalat Group Company that started its operations in January 2001. Since then, it has become a provider in innovation and has established presence in all the major cities, along with comp... (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 - Selection Systems

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

Published: Friday, July 24, 2009

Printer Friendly Version Printer friendly version

2022 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.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

4.) 
Cognigy

Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

5.) 
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)

6.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

7.) 
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.

8.) 
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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