Article : Executive Interview With Abilio Puente, Contact Center Manager, e-lacaixa
ContactCenterWorld.com spent time with Abilio Puente of e-lacaixa in Spain and spoke to him about the Top Tanking Performers Awards for 2014. A veteran of the competition, Abilio is quite candid about the opportunities presented to him and his company for global recognition.
Here is the full (transcribed) interview.
If you are interested in hearing from Abilio, he will be a presenter sharing best practices at the 2014 Top Ranking Performers 'Best in the World' Conference taking place 10-14th November in Las Vegas, U.S.A. (details here www.contactcenterworld.com/conferences/?confarea=VEGAS)
ContactCenterWorld.com: Did you have a good week?
Abilio: Yes sure. Great place, great people, great presentations. Quite good.
ContactCenterWorld.com: Were you able to learn?
Abilio: Sure, sure, as I said in one of my presentations, there is a new communication channel set-up, so that’s cool and we can implement it right now.
ContactCenterWorld.com: How about the networking. Did you make some friends that you can carry on with after the conference is done?
Abilio: Yes, actually for us it is very important to benchmark all the banks around. We have the Mbank, we have the guys from National Bank of Greece and Turk Ekonomi Bankasi. Great atmosphere, great people. I am quite happy to be here.
ContactCenterWorld.com: What does it mean to be able to say, "I won a ContactCenterWorld award?" What does it mean?Abilio: For us, that is the top. The whole year we have been working very hard in Barcelona making presentations. We are here and if we are able to go to Vegas it would be amazing.
ContactCenterWorld.com: What would you tell somebody who has never been here before?
Abilio: They have to try it. They have to try once to see what great companies are coming and check that sometime you believe that you are the best, but when you are here with other companies you realize your colleagues also have great ideas and it is good to share those experiences with everyone.
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You and your company can learn from industry leaders on how to increase performance and productivity, avoid HR challenges, improve customer service and much more. Don't miss out on this amazing learning and networking opportunity! Visit www.ContactCenterWorld.com/conferences for conferences. For more information on how you can take part in this prestigious and sought after awards program for the best of the best in the industry visit www.ContactCenterWorld.com/worldawards.
The Contact Center World winners will share their best practices on 10-14 November, at the ninth annual Global Best in the World conference in Las Vegas, Nevada. www.contactcenterworld.com/conferences/?confarea=VEGAS
Today's Tip of the Day - Running Multiple Contact Centers
We provide banking support for internal customers and the end users. We manage over 3M contacts per/y. Our main end-user services are: Internet banking help desk , ATM assistance and bank cards support. We also provide internal support for the 35.000 branch employees.
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Published: Friday, August 1, 2014