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Article : Executive Interview With 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.com: Did 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.com: So 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.com: How many conferences have you been to, in terms of CCW?
Deirdre: This 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?
Deirdre: It 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.com: What would you tell somebody that was in your shoes a year ago?
Deirdre: I 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.
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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
Today's Tip of the Day - Complaints
About Vodafone Qatar:
It'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.
ContactCenterWorld.com – is the website for the Global Association for Contact Center and Customer Engagement Best Practices. The association has a truly global footprint and supports 170,000 members from enterprises large and small with ideas, information and support tools including best practice awards, conferences and certification. Join today, FREE personal membership available at this link https://www.contactcenterworld.com/register.aspx and start networking and learning best practices. Contact Center World. (www.ContactCenterWorld.com), The Global Association for Contact Center & Customer Engagement Best Practices.
Published: Wednesday, August 6, 2014