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Article : Alita McLoughlin, Global Business Manager At Concentrix

Chris Prystanski of ContactCenterWorld.com 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 www.contactcenterworld.com/conferences/?confarea=GLOBAL)

ContactCenterWorld.com: 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.

 

ContactCenterWorld.com: 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.

 

ContactCenterWorld.com: 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

 

ContactCenterWorld.com: 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.

 

ContactCenterWorld.com: 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.

 

ContactCenterWorld.com: 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 ContactCenterWorld.com 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 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=GLOBAL

#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 - Who Do You Want?

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

Published: Wednesday, July 23, 2014

Printer Friendly Version Printer friendly version

2022 Buyers Guide Inbound Call Handling Services

 
1.) 
Premium Listing
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.


2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 
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.

4.) 
Answer-4u

Telephone Answering Services
Answer4u offers both SME and corporate sized businesses Telephone Answering Services delivered by our team of professional receptionists. They are all trained to answer your calls, in your company name, whenever you need them most.

All of our client calls are answered in our Nottingham offices, in the heart of England. We have agents working on a 24/7 basis, meaning all calls are answered through the day and night by UK based operatives. No calls are ever outsourced or go to an answering machine.

Each of our clients has their own personal Account Manager, who heads a team of trained receptionists. Our receptionists answer the phone in your company name, explain to your callers that yo...
(read more)

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

6.) 
Digital Wholesale Solutions

International Inbound (ITFS & DID's) & Int'l Two Way Voice (SIP Trunks)
Digital Wholesale Solutions (formerly Daisy Worldwide) specialise in Global Inbound ITFS and DID Services from 160 countries (covering 7,000+ cities).

We also have International SIP Trunk (66 Countries) – where numbers are presented in a local format.

7.) Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

8.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

9.) 
OpsTel Services

SPEED
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

10.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

11.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

12.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 

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