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Article : Deirdre Hutchinson, Head of Customer Care & Customer Experience, Vodafone Qatar

Originally from the U.K., Deirdre Hutchinson helped lead a strong Vodafone Qatar team in a variety of categories at the Top Ranking Performers Conference in Lisbon, Portugal. Chris Prystanski of ContactCenterWorld.com spent some one-on-one time with her and asked about her conference 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.comDid you have a good week?
Deirdre: An amazing week! Really interesting people, really high quality presentations, a lot of fun, and a huge amount of learning. Brilliant.

ContactCenterWorld.comSo how many different ideas are you coming back with to Qatar?
Deirdre: Oh my God, hundreds. Actually our notes are massive. Across all of the spectrum from a lot of different industries where we didn't think that we would have a lot that we could take from. We realized that there are a lot of really wonderful things being done in very different industries that we can apply to telecommunications, so we are actually quite excited to come back and align all of the learning that we have and see what we can implement.

ContactCenterWorld.comHow many conferences have you been to, in terms of CCW?
DeirdreThis is our first time. Generally we would only get involved in regional awards in the Middle East, but we recognized that to be seen as a best practice player, you have to get involved with ContactCenterWorld.com, so we are delighted to be here.



ContactCenterWorld.com
What was your takeaway? What was really worth it in terms of the process to apply, get nominated, then you get the word that you are going to present, was it worth it?
DeirdreIt was definitely worth it, and from my experience, this was the most thorough process that we have ever been through, in terms of the amount of time that we spent preparing our submissions and following the criteria that was really clearly laid out. We were excited to be shortlisted and then the process of coming through the presentations as well. I have to say it was really highly organized, easy process to follow, and we learned while going through the process as well, which was an added bonus.

ContactCenterWorld.comWhat would you tell somebody that was in your shoes a year ago?
DeirdreI would say definitely come. There is huge value from being able to see yourselves compared so openly to other players in the industry. Generally, as call centers, we are internally focused and we know what we do, but we rarely get to see such an open forum, what everybody else is doing as well. It really helps you to see whether you are doing well or not, and learn lessons from those that are doing really well.

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, @vodafoneqatar


About Vodafone Qatar:
Company LogoIt's pretty easy to get excited about Vodafone Qatar Q.S.C. Not only is it already part of the world's leading international mobile communications group, the Vodafone Group, on 28 June 2008 it proudly received the second public mobile networks and services license in the State of Qatar. Vodafone Qatar switched on its mobile network on 01 March 2009 and shortly after started delivering great value to its customers with a range of exciting products and services. What we believe makes Vodafone Qatar special is its purpose: "Make a world of difference for all the People in Qatar" and it's at the heart of everything we do. Our vision is: "To be the most admired brand in Qatar within three years". That's right, not just the most admired communications brand, but the most loved brand in the country. That means not only promising to become an appealing customer-focused brand that others want to copy - it means delivering on it! That's something that's never been done by a telco before, anywhere.
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About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Finding The Right Vendor

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

More Editorial From Vodafone Qatar

Published: Wednesday, August 6, 2014

Printer Friendly Version Printer friendly version

2022 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions

7.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

10.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

11.) 
The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial
 

About us - in 60 seconds!

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