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Article : Anthony Clark - Smart Service, Queensland

Chris Prystanski of ContactCenterWorld.com went one on one with Anthony Clark, Director at Smart Service, Queensland. We asked him about attending one of our Regional Conferences and wanted more insight on his experience.
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 this conference?
Anthony: It was amazing!

 

ContactCenterWorld.com: Why?
Anthony: It is just getting to see other world class contact centers and seeing what they are up to, then sharing what we are up to and having people interested in what we are up to. I think that was really good.


ContactCenterWorld.com: How about sharing, because really I think that everybody is running back to the contact center saying, "It blew my mind", right?
Anthony: Yes, there is a lot of things that I learned from one of the speakers in Indonesia. (They) have some really interesting things going on with stats and some really cutting edge technological approaches to measuring staff, so I am going to try and link up with them and see what they are up to.

 

ContactCenterWorld.com: What would a trip to Vegas mean?
Anthony: It would mean potentially winning a world award, which for a government contact center would be outstanding.

 



ContactCenterWorld.com: Tell me about the process to get here. Online, getting the invite, was it easy, difficult, valuable?
Anthony: It wasn't hard and it wasn't easy at the same time. We are used to putting submissions together In Australia, so it is just a different level of submission. Probably the hardest thing for me was making sure that my presentation was ready a month out. I am normally one that tinkers with my presentation right up to the minute before I do it, so knowing that I couldn't touch it for a month was really hard. After I'd run through it on the morning before actually presenting, I thought I'd change this and that, but it was a little bit late for that. But, the process was pretty cool and it is fair and equitable for everyone, you get cut off right at your 15-20 minutes and that is it so…interesting.

 

ContactCenterWorld.com: What would you say to somebody who has never been to this conference, who needs to come?Anthony: If you are really serious about customer service and service delivery, then you should get here.

 

ContactCenterWorld.com: Why?
Anthony: Everyone that is serious is here so people are so passionate about customer service, customer service delivery, passionate about their business, passionate about call centers. Just seeing people talk about their business and their eyes light up…that is amazing.

Want to see excerpts 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

 


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 - Keep Cost In Perspective

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

Published: Thursday, July 31, 2014

Printer Friendly Version Printer friendly version

2024 Buyers Guide Workforce Management

 
1.) 
Alvaria

Alvaria Workforce
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.

2.) 
Alvaria

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.

3.) 
Calabrio

Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

4.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

5.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.

6.) 
Pointel

Genesys Workforce Management
WFM Voice Self-Service allows agents and supervisors to access and update workforce management information from any telephone. Leveraging the Genesys Voice Platform and its open standards-based techonologies such as VoiceXML, robust applications can be developed to provide "anytime, anywhere" access to WFM planning and scheduling and real-time fuctions. These valuable additions to the standard WFM solution can be tailored to meet the unique needs of the contact center.

WFM Voice Self-Service can be deployed either in enterprise premises or hosted in a service provider's network.

If the client is a Genesys Voice Platform customer, they can run WFM Voice Self-Service on the Genesys Voice...
(read more)

7.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.

8.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 

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