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CUSTOMER EXPERIENCE BEST PRACTICES

CUSTOMER LOYALTY

ARTIFICIAL INTELLIGENCE AND TECH SOLUTIONS

WORKFORCE MANAGEMENT

TRAINING IN CONTACT CENTERS

Article : Improve your Contact Center in 2010

Will 2010 be a year where everything gets better and begins to improve? Many industry professionals are already planning to make this happen and we wanted to know how they will do it. So we asked the question: How do you intend to improve your contact center in 2010?

Ken Reid
Marketing Director
Rostrvm
United Kingdom

"We will be making further investment in the number of staff and the tarining delivered. At the technology level we will be bringing even greater visibility to the contact centre's activities to ensure that the staff have all the information they need and that the feedback loop is even stronger bringing the front office and teh back office closer together."
About Rostrvm

rostrvm software systems support inbound, outbound and blended management of live and automated telephone calls and multimedia contacts. rostrvm’s innovative desktop presence drives efficient proc... (read more)
 
Sarah-Jane Heber-Hall
Operations Director
Computertel Ltd.
United Kingdom

"We will continue to listen to client requests and demands, as well as demonstrate a personal attention to service delivery, for every call we make and receive."

 
Lou Krost
VP Workforce Optimization
Chase
United States

"Many huge projects involving technology, outreach programs, and investment in the customer is our aim in improving our contact centers in 2010. My group (whom I term as "partners") are looking forward to enhancing an already "best-in-class" workforce."

 
Ring2 Dashboards & Wallboards Free Trial
Teresa Sinel
Director of Brand Ambassador Relations
VIPdesk Connect
United States

"Retention of great team members is an important key to great service. In 2010, we will be focusing our efforts on strengthening team bonds, having fun with what we do, and continuing our mission to be the best of the best in the industry.

The outcome of these efforts will be stronger teams and team members who enjoy what they're doing and do it better than anyone else. We believe that will translate into highly effective representative/customer relationships, resulting in more bottom line growth for our clients."
About VIPdesk Connect

VIPdesk Connect, a U.S. based provider of outsourced home-based customer care services, utilizes a home-based team of Brand Ambassadors (BAs) located across 23 States. VIPdesk Connect hires awesome pe... (read more)
 
Salah Mahiout
Software Development Director
Voxdata
Canada

". Invest in IT technologies that will facilitate overall operations
. Ensure full compliance with new regulations"
About Voxdata

Since 1995, VOXDATA has been supplying innovative, contact center solutions 24 hours a day, 7 days a week to meet all frontline customer relations needs in a variety of industry sectors. We are well p... (read more)
 
Milena Linhartova
Customer Service Director
Skupina ČEZ
Czech Republic

"We are planning more investment to people development, on process improvements, work efficiency and optimalization."
About Skupina ČEZ

The CEZ holding is the biggest power company in Central and Eastern Europe. It provides sales and distribution of electricity and gas in the Czech Republic. The unit „CEZ Prodej“, is responsible for t... (read more)
 
Dr. Hüseyin Gungor
Chief Customer Officer
emotional loyalty
Netherlands

"We’ll continue to focus on "true customer experience" when customers need us. As Jeff Bezos, CEO of Amazon, puts it, Customer experience includes having the lowest price, having the fastest delivery, having it reliable enough so you don’t have to contact anyone. Then you save customer service for those truly unusual situations."
About emotional loyalty

Customer Experience Research & Advisory
 
Dru Phelps
4D Value Partner, in private practice
BenchmarkPortal
United States

"Keep a balance on 4-dimensions: the Agent to answer the Caller need with Business intelligence and Systems to support with ease."
About BenchmarkPortal

BenchmarkPortal is the source for Contact Center best practices with our Benchmarking, Education and Consulting services. Our mission is to help you run your center more efficiently and effectively. W... (read more)
 
Suzanne Pettigrew
Senior Manager
Northern Tel & Telebec
Canada

"Continue to be extremely customer focused on the best expereince, simply our KPI's and continue to keep employees highly movtivated and engaged."

 
Colette Yee
Director of Strategic Marketing
Genesys
United States

"Innovate. Innovate. Innovate.
By capturing the Voice of the Customer, and responding to it – intelligently."
About Genesys

Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in... (read more)
 
Wido Pratikno
Corporate & Personal Life Coach
CV.Bimasakti Citra Utama
Indonesia

"good lucky"

 
Paul Turner
Chief Operating Officer
NewVoiceMedia
United Kingdom

"By implementing our technology as it evolves in 2010. Everyone at NewVoiceMedia has the ability to act as an agent and now our solution has been integrated with Salesforce.com it is possible for all of our staff to benefit from improved knowledge of the customer at the other end of the line. It is possible for us see when they last called and what the previous activity was which helps improve customer relations dramatically."
About NewVoiceMedia

NewVoiceMedia is a global provider of cloud technology which helps businesses sell more, serve better and grow faster
 
Robert Mensah
Public Relations Officer
Ghana Customs Service
Ghana

"Purchase more communications gadgets to cope with high clients' interests"

 
Chris Tranquill
Group President
Xerox
United States

"ACS will continue to offer creative and innovate solutions to clients and their customers.

By focusing on how companies are taking their customers’ experience to the next level through the use of social media, Customer Relationship Management (CRM) analytics and speech analytics, ACS will continue to provider superior customer care.

As today’s customers grow savvier in their expectations of how they want to interact with a company and what they expect a company to be able to provide, understanding how to define the right strategy and integrate these new tools are critical to being able to enhance the service experience across multiple customer touch points.

Social media has leaped to the forefront as one of the most powerful ways for companies to engage customers in conversations about their products and services. Companies like ACS that are actively building competencies into CRM platforms that integrate a range of social media technologies, coupled with the phenomenal growth of user generated content and leverage that knowledge with improved speech and predictive analytics tools are set to revolutionize the customer experience.

About the Author
Chris Tranquill is senior vice president and group president of ACS Business Process Solutions (BPS), a position to which he was promoted in 2009.

The BPS group represents approximately $650 million in annual revenue and includes three lines of business: Communications and Consumer Goods; Travel, Transportation and Logistics; and ACS Multivoice, a South American-based call center outsourcing provider.
Previously, Tranquill was managing director of the Communications and Consumer Goods delivery unit for ACS, growing this business by nearly 40% in annual revenue in two years. As vice president, Tranquill directed ACS’ largest account, growing operations by 150% in two years.

Tranquill created and implemented a Supportive Organization Culture, which significantly boosts employee morale, reduces attrition, lowers absenteeism and improves quality of service. ACS’ Supportive Organization Culture consists of numerous commitments the site leadership makes to the agents. To ensure these commitments are followed consistently, agents are frequently surveyed and leadership is held accountable for their results.

Chris Tranquill graduated from the United States Naval Academy with a Bachelor of Science degree.

About ACS
ACS, a global FORTUNE 500 company with approximately 76,000 people supporting client operations reaching more than 100 countries, provides business process and IT outsourcing solutions to world-class commercial and government clients. Visit http://www.acs-inc.com.

ACS CUSTOMER CARE OVERVIEW
ACS has been an award winning leader in the customer care industry for more than 20 years. Whether it is the telecommunications, transportation, healthcare or other industry, ACS customer care solutions improve any company’s customer interactions, leaving clients with more satisfied customers. With more than 34,000 agents in 150 customer care centers around the world, ACS employees handle nearly 400 million customer interactions every annually in 20 different languages."
About Xerox

Xerox Corporation is a fortune 500 global document management company (founded in 1906) which manufactures and sells a range of color and black-and-white printers, multifunction systems, photo copiers... (read more)
 
Reid Houser
Vice President
Sitel US
United States

"Each year, we continue to challenge ourselves as a company to mean more to our customers, employees and stakeholders. In 2010, I believe we will bring innovative new technologies to the forefront of the contact center outsourcing industry, embody a trusted partner model with our customers and continue to recognize and reward our valued employees who act as a virtual extension of our hundreds of global customers."
About Sitel US

As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a worldwide provider in outsourced customer experience innovation. Wit... (read more)
 
Sadruddin Salim
Sr Manager Contact Centres
Ufone
Pakistan

"We plan to stick on the optimization strategy for now, in addition we are looking at options of getting in multitask and skillset optimization, in addition looking for solutions / business opportunities in areas that are untapped or still a farfetched business to be conducted through a Contact center, we are hopfull that through these diversified strategy and exploration, innovation in all fields we will be able to perform better or as a minimum at par with the competition."
About Ufone

Ufone is an Etisalat Group Company that started its operations in January 2001. Since then, it has become a provider in innovation and has established presence in all the major cities, along with comp... (read more)
 
Gerry Brown
Chief Customer Rescue Officer
The Customer Lifeguard
United Kingdom

"Increased employee engagement and empowerment"
About The Customer Lifeguard

The Customer Lifeguard, is on a on a mission to rid the world of bad customer service and knows that delivering a great customer experience isn’t just a “nice to have”, but a serious contributor to th... (read more)
 
Divyan Gupta
Founder and CEO
Keshiha Services
India

"By focusing on improving the processes including introducing greater automation wherever possible."

 
Jackelene Aquino
Country Human Resource Manager
Concentrix Philippines
Philippines

"We are guided by our KRA's and KPI's. This approach have always been our guiding line for upcoming improvement. For every year of our existence, we are always optimistic. Quality, Quality is always the name of the game, contact center or otherwise. All our KRA and KPI's are based on this."
About Concentrix Philippines

Aditya Birla Minacs is a business solutions company that partners with global corporations in the manufacturing, retail, telecom, technology, media and entertainment, banking, insurance, healthcare an... (read more)
 
Daman Adlakha
General Manager
BPO PLUS WLL
India

"By upgrading the technology and bringing the new businesses. Ensure that team is motivated and that help to control the attrition and strengthening the relationship with the existing customers in order to retain the existing business."
About BPO PLUS WLL

BPO+, a collaborated entity of two distinctly varied professional corporations, is a provider of Contact Center and BPO services, Telecom System Integration and IT services from the Gulf Countries. ... (read more)
 
Jennifer McLeod
VP of Business Development
Teleperformance Canada
Canada

"We all well underway with various projects including overall internal and external client satisfaction processes, certification processes, adding more expertise at our senior management level to support this, as well as strengthening our technology platforms to be able to seamlessly integrate with our clients and their needs. We continue to review each partenership as unique and consistently look at ways to retain and excite our own staff and offer a true value add to our clients."
About Teleperformance Canada

Teleperformance Canada offers four modes of outsourcing partnerships (outsourcing, co-sourcing, buy-out & facilities management) that enables you to find the most efficient framework while refocusing... (read more)
 

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 - 5 MORE Ways To Demotivate Staff

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

Published: Thursday, January 7, 2010

Printer Friendly Version Printer friendly version

2020 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
Cloudonix provides businesses with software development tools (APIs/SDKs) enabling contextual communications, using existing communications tools and workflows.
Connect your website or mobile APP directly to your call or contact center, keeping the context of who the caller is, why they are calling, and how they got to you as part of the call.

3.) 
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
PH: +34 952 667 511

4.) 
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)
PH: 7608463385
 

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