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Article : Antoine Casgrain, General Manager, Customer Service, St. George Bank

Antoine Casgrain of St. George Bank in Australia and a ContactCenterWorld.com World Award winner attended the 2014 Americas Conference for the first time and we caught up with him to get his thoughts on attending an event outside of his region for the first time.

Here is the full (transcribed) interview.

If you are interested in attending 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: How many years have you been involved in these awards?
Antoine: It has been 7 years, and in fact it has been my 11th awards night, and it has been awesome, just awesome. I really think that of all the conferences around the world on contact centers, this is the one! It is the one because it is operational and it is operational people presenting their best practices and not some strategist, hairy fairy, writing some hairy fairy advice.

ContactCenterWorld.com: Tell me about the quality of people that you saw over the course of this conference.
Antoine: The difference in this conference is that people who present are practitioners. People who in the trenches on a day to day basis, therefore, you can relate to them. Very often speakers are esoteric, up there, and you can't really relate to them. With this conference you can really, really understand the issues and relate to the issues.



ContactCenterWorld.com: So you have been to the APAC Conference, you have been to the World's, why did you decide to attend the America's?

Antoine: Well, I thought that it was important to understand where America is at. America really sets the agenda very often on the world stage, from a contact center perspective, so it was very important for me to see where we are at. What I have seen is that although we are very good at Westpac, there are still a lot of things that we can do. So I have about 3 1/2 pages of notes to discuss with our I.T. people and H.R. people. I am very happy with the week.


ContactCenterWorld.com: So you have been to the APAC Conference, you have been to the World's, why did you decide to attend the America's?
Antoine: Well, I thought that it was important to understand where America is at. America really sets the agenda very often on the world stage, from a contact center perspective, so it was very important for me to see where we are at. What I have seen is that although we are very good at Westpac, there are still a lot of things that we can do. So I have about 3 1/2 pages of notes to discuss with our I.T. people and H.R. people. I am very happy with the week.

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, @stgeorgebank

 


About St George Bank:
Company LogoThe St.George Bank brand is the 5th largest banking brand in Australia. Recently merged with the Westpac group to form the largest financial institution in the country employing over 37,000 people. It 19s national operations span all aspects of the financial industry including retail banking, institutional and business banking, and wealth management. At the banks core is a close relationship with it 19s customers and this remains the cornerstone of future strategies, an important tradition that distinguishes the St.George bank brand from other Australian banks. The brand promise of St George is 'Big Enough, Small Enough and the customer proposition is that you have the security and strength of a big bank, with all of the soul from a small bank.
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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 - Can You measure It?!

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

Published: Monday, July 28, 2014

Printer Friendly Version Printer friendly version

2024 Buyers Guide Speech Technology

 
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.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

3.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
 

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