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Article : Evolution of the Contact Center in 2009 and Beyond!

The success of a company is usually determined by its ability to evolve and adapt. As we forge through the current economic crisis, the need to adapt is more imperative than ever, particularly for Contact Centers. Some of our members share the expected changes they will face this year.

Click here to find out how you can obtain more great tips and advice from the Best-of-the-Best!

Anita Ridgell
Call Center - Manager
United States

"The contact center industry should certainly be looking for ways to save money and the environment and to work more efficiently. We should strongly consider such things as 4 day work schedules so employees can save on gas, child care, etc. Implement better recycling initiatives for paper & computer equipment, turning off lights & adjusting their thermostats and to promote incentives for innovative ideas from their employees on ways to save."

Antonio LIma
Call Center Director
Alima Corp
United States

"The process needs to be simplified. Calling a call center and being put on hold for long amounts of time will not look (just one example). Customers need (demand) quick resolutions. I believe those who do survive will have better systems / processes in place, be leaner and more customer friendly."

Steve Nolan
Call Center - Consultant
United States

"cut down automation processes which help move users from calls to the web but make sure there is a benefit to the end user. Do not automate just for cost saving automate to improve the service."
About Hewlett-Packard

Hewlett Packard (HP) is a computer technology company founded in 1939 by Bill Hewlett and Dave Packard. They are best known for manufacturing computer peripherals such as inkjet printers, laser printe... (read more)
Waqar Zubair
Call Center - Analyst

"Evolution is not necessarily upwards at times decent is a better option, i think the core focus of entire contact center industry in 2009 would be towards sustainabilty rather than expansion, the good thing about this is that it will provide time for industry players to recount, regroup and redirect resources, it is also a good time to reset our missions and objectives."

Don McNair
Call Center Director
Yaskawa America Inc
United States

"Building customer relationships is a key. In our industry, manufacturing equipment, those who service customers the best will be the winners."
About Yaskawa America Inc

Yaskawa America, Inc. - Drives & Motion Division is a U.S. corporation, created to provide Automation Solutions and Support to our customers in North America, Central America, and South America. Yaska... (read more)
Robert Goodwin
Director Billing and Renewal marketing
United States

"in my view the eveloution is on going and will continue well past 2009 we will all have to learn to be more effictive through technology and in how we manage each customer contact we have to be focused on contact excellence and better customize the experience based on the value of the customer to the enterpise"
About AOL

AOL, L.L.C. is an American global Internet services and media company operated by Time Warner. It is headquartered at 770 Broadway in Midtown Manhattan, New York City. Founded in 1983 as Quantum Compu... (read more)
Tara Smith
Senior Manager, Call Center Operations
American Academy of Dermatology
United States

"I think consumers will realize that they have choices to make and they are going to be looking for the best deal. If you are in the cell phone industry not only will the consumer be looking for a great deal but they also want friendly service when they call customer service. Since most cell phone companies are giving the best deal around right now the service provider with the best customer service team will be the survivor."

Adre Ahmad Fiazil Idris
Head, VBP IT Support

"We have to be carefull as to what we nedd to invest upon & not to forget our customer are also feeling the pinch hence extra caring is needed. Also looking forward to win more awards."
About Maybank

Maybank is a Malaysian financial services group with a growing presence in the ASEAN region and is among the top 120 banks in the world, including the third largest Islamic bank globally. Maybank G... (read more)
Papu Francisco
Call Center - Supervisor
Asia Talk Telecom Philippines, Inc.

"Contact centers are either downsizing manpower or closing down to prevent further loss, which is obvious. But more importantly, if a contact center needs to survive while it still can, it needs to be more competitive. For example, if the competition is eyeing at gaining more customers by offering unlimited long distance calls at an affordable rate, your contact center should also be considering offering such kind of service or if it cannot because of certain limitations, probably the contact center will need to diversify in its business, like adding more products or services and eliminating those products or services which are not really that high in demand."

Thila S
Customer Services Manager
Hewlett Packard Malaysia

"Everyone will tighten their belts and think out of the box in terms of staff rewards and recognition with little or no budget."
About Hewlett Packard Malaysia

Hewlett Packard (HP) is a computer technology company founded in 1939 by Bill Hewlett and Dave Packard. They are best known for manufacturing computer peripherals such as inkjet printers, laser printe... (read more)
Nestor Panopio
Call Center - Agent

"I see that outsourcing will survive the crisis. Business will look into outsourcing to survive the crisis due to lesser production cost"


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 ''. We were established in 1999.
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Today's Tip of the Day - Stop-Start-Continue

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

Published: Wednesday, April 15, 2009

Printer Friendly Version Printer friendly version

2021 Buyers Guide IVR

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

Computer Data Services, LLC

Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere
PH: 216.662.5870


Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511


MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
PH: +1 (888) 256-8312

Nuxiba Technologies

Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

OpsTel Services

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 Performance Monitoring
PH: 1+480-435-9390

Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.

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