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Article : Looking For The Right Stuff

We wanted to know what some of the key personality traits companies looked for in new employees during the recruitment phase, and asked industry experts for the answers. Does it come down to skills or attitude, or just the perfect combination of the ‘Right Stuff’?

- a survey by Joss Jalbert, ContactCenterWorld.com

Haruko Hoya
Promotion Leader
TMJ
Japan

"We run Emotional Intelligence Quotient test as part of employee assessment. Some of the Key essence we look for in our employees are self restraints (self management), adaptability, sympathy, service spirit, and team work. We also look at leadership, assertion, sensibility, motivation, self esteem."

About TMJ

TMJ inc. (formerly known as Telemarketing Japan) is a Business Process Outsourcing organization.
 
Diana Dubois
Director of Marketing
Credit Protection Association
United States

"Primarily, we look for outgoing individuals with a positive attitude who are attentive and organized. With these personality traits, we are able to train an employee to be an effective, courteous collector."

 
Aminudin Zainodin
Assistant General Manager
Hong Leong Bank
Malaysia

"As long as the candidates looks sincere, pleasant voice and has the determination to learn, its good enough. In malaysia, we can't be too choosy."

About Hong Leong Bank

Hong Leong Bank is a bank in Malaysia. Hong Leong Bank was founded by Lam Ji Chiew and began its operations in 1905 in Kuching, Sarawak under the name of Kwong Lee Mortgage & Remittance Company.
 
Nitin Mahajan
Technical Support Manager
Infosys
India

"Positive attitude, learnability, good academics reflects his sincerity and consistency to perform, assertiveness, commitment and dedication, loyalty to his profession, enthusiasm and communication skills."

About Infosys

Infosys BPO is an end-to-end outsourcing services provider. We address your business challenges through our integrated IT and business process outsourcing solutions. We unlock business value by applyi... (read more)
 
Kaye MacDonald
Head of Service
BT UK Customer Services
United Kingdom

"Flexibilty, reliability, interested, keeness to learn, warmth in their personality, the feeling that they have a caring attitude and really want to make a difference."

About BT UK Customer Services

BT is provider of communications services and solutions for everybody in the UK and for corporate customers in the rest of Europe, with global reach through partnerships. BT provides services for all... (read more)
 
Barb Bleiler
Solution Deployment Leader
WPS Health Insurance
United States

"Personable, truthful, ability to listen with out jumping"

About WPS Health Insurance

Providing Health Insurance to individuals and groups in the State of Wisconsin
 
David
Director - Central Outreach & Engagement
Landmark Health
United States

"ability to handle stress, outgoing personality, and a calming effect in their demeanor."

About Landmark Health

Landmark Health is a division of United Healthcare
 
Stacy Spradling
Director of People Services
STARTEK USA
United States

"We have taken a nod from Southwest Airlines on this one. We like to hire the smile and train the skill. When hiring customer service representatives we look for those applicants who are natural problem solvers, who listen more than they talk, who are friendly, who use words like please and thank you during the interview and who are articulate."

About STARTEK USA

StarTek is the customer care expert in business process outsourcing. Our job is to improve and manage the customer experience for our clients. StarTek’s suite of solutions includes sales, order manage... (read more)
 
Jackelene Aquino
Country Human Resource Manager
Concentrix Philippines
Philippines

"He has to have the good ability to communicate, he also needs to have the drive to succeed at something and lastly he should be able to understand and comprehend instructions given."

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)
 
Shah Hamdani
Technical
Elevator Controls Corp
United States

"Open minded, good sense of work ethics, neat appearance, well spoken, can respond quick to unexpected..."

About Elevator Controls Corp

provide customer service and technical support in setting up, adjusting, and troubleshooting elevator systems world wide.
 

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 - Getting The Ergonomic Programme Right

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

Published: Friday, May 7, 2010

Printer Friendly Version Printer friendly version

2024 Buyers Guide Computer Telephony Integration

 
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.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

4.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

5.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

6.) 
The Primas Group

Primas CX
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.

*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Chatbot Automation
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more

As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.


 

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