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Article : Alita McLoughlin, Global Business Manager At Concentrix

Chris Prystanski of spoke with Alita McLoughlin at the EMEA Top ranking Performers Conference that took place in Lisbon, Portugal in June of 2014 following her presentation in the Best Outsourcing Partnership category.

Here is the full (transcribed) interview.

If you are interested in hearing from her, she 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 What did you think of your first experience at a ContactCenterWorld event?

Alita: Loved it! Loved every moment of it. It is the first event that I have been at that you actually get the opportunity to become involved in it. You feel part of it. It is great to meet so many different people and take away so many learning experiences from other people's business. You have been to other contact center industry events in the past, why is this different for you

Alita: This one here, you actually get the opportunity to come and tell your story and you get to listen to other people's stories. You are getting to share the key learns that you have had and share this with other people and you get to learn something from other companies. You get to take something away. Other events that I have been to have all been about a lot of vendors at those events and you don't actually get to hear real stories and real experiences so therefore you really don't take a lot away from them. As opposed to this one, where you do?

Alita: Definitely, definitely. Highly recommend it for any other companies to come. Even if it is just to come for that first experience, just to understand and to see what it is and what you can actually learn from it. I definitely would recommend it to people.

Pic shows Alita on stage with co-presenter valerie of Cisco Was it worthwhile entering the awards and going through the process? Tell me about how it makes you focus on your own story.

Alita: You do. We have entered the Best Outsourcing Partnership Award, and it lets you sit back and look at your journey. From that start, right through to where we are today, ours is a journey that is 11 plus years and sometimes you are so focused on today in your operations that you actually don't look back, and when you look back you don't look at all the things that you have achieved, how much you have grown, how much you have developed together, so for us it has been really rewarding doing that and for us it has been a good experience. We are a close partnership anyway. I think if anything it helps to bring us closer. I am going through the experience where you have to present on stage, which is for us, outside of our comfort zone. It is not something we are used to doing. We really enjoyed it. We had to work together and very hard to do it, but again, I think that it is something that brought us closer together. Definitely would encourage others to do it. Did you meet new people this week that you can actually bounce ideas off of in the future and foster new relationships post conference?

Alita: Yes, for sure. A lot of them are outsource companies, others are in-house contact centers, but I made a lot of good connections this week. A lot of good opportunities that we can share our best practices and keep relationships going forward. So when you get back to your contact center, what would you tell them about this conference? Would you recommend it?

Alita: For me, when I go back, I want to share my experience with all of my team. I want them to honestly look at their operations and look at their clients and partnership with their clients and look for opportunities where we can actually celebrate the things that we do well. We have some great stories within our business and that is just in Belfast, that is not even when we look globally. I would love to see us bring some of our team here and enter some of the awards, customer experience awards. We have great stories to tell and I want my team to come next year and tell those stories.


Want to see axcepts from this video on the Youtube channel? - over 200+ interviews available at this link


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 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

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.

#contactcenterworld, @Concentrix


About Concentrix:
Company LogoConcentrix is a technology-enabled global business services company (Nasdaq listed: CNXC) specializing in customer engagement and improving business performance. Every day, from more than 40 countries and across six continents, our staff delivers customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in ten industry verticals: automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; energy and public-sector. We are Different by Design.
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Today's Tip of the Day - How To Choose Speech Recognition

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

Published: Wednesday, July 23, 2014

Printer Friendly Version Printer friendly version

2023 Buyers Guide Messaging Systems


miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.


Voice to Digital Connect, Agent Guided Workflows
Cielo helps companies improve customer service experiences in the voice channel by connecting them to ai digital journeys that resolve issues.

Voice to Digital Connect works in the IVR and gives mobile customers the option to skip the wait and connect to an ai chatbot that is built to resolve specific low-touch repetitive issues, all via text.

Guided workflows automate the many steps agents need to take to resolve a customer issue with AI-powered procedures, all within one agent-guided screen. It integrates directly onto the agent’s desktop with digital applications that create a hybrid voice + digital experience that reduces AHT and improves first-call resolution.

Our Application...
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eGain Corporation

Messaging Hub
eGain has rearchitected its platform to handle the messaging channels in a new way. eGain Customer Engagement Hub™, the platform that unifies knowledge, AI, analytics, and conversations to ensure that no channel is left in a silo, also powers the eGain Messaging Hub.

Startel Corp.

Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.


Chat, Synthetix’s multichannel live chat solution offers customer support in real-time, driving huge efficiencies.

When customers have complex queries that require human intervention, live chat proves far more efficient than traditional channels. Not only is it quicker and more convenient than waiting on hold to be dealt with, but with AI-powered features, it produces massive ROI.

With concurrent chat slots, a live key-press feed and AI-predictive suggestions that recommend articles in real-time, Synthetix Chat reduces average handling times by up to 50% compared to standard live chat.

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