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Bambang Surya Putra
Director Operation Control Center Call Center
M Fajri
Learning & Development Manager
Jim Thomsen
VP of Customer Success
Rendy Dalimunthe
Process Improvement and Innovation Senior Manager

Article : Making the Right Decision

Sometimes leaders come up with one idea or decision that has such a notable increase in customer service that others wonder how they did it. We asked industry professionals for the one decision they made that had the most dramatic increase in customer service.

Stephen Dawson
Vice President of Communication & Strategic Planning
The Heritage Company
United States

"The paradigm shift to use quality assurance as a tool to enhance sales performance, not just to address compliance concerns, has been a major factor in the improvement of our service."

About The Heritage Company

Heritage has decades of experience serving America’s nonprofits. We are honored that these charity organizations have entrusted us with their fundraising and public awareness campaigns. Heritage offer... (read more)

"Epicor guarantees that our customers receive first-class treatment. Epicor has instilled a sense of customer ownership from top to bottom, meaning customer issues are addressed on a personal level regardless of your position at the company. Each and every customer’s need is a priority at Epicor. This level of urgency increases the degree of responsiveness and drives customer satisfaction."

Karen Schweitzer
VP Sales Operations
United States

"Implementation of the Cicero technology solution has not only allowed us to improve CSR performance, it has allowed us to serve more customers in a shorter time frame. We have been able to achieve 20-30% higher results for the test Client, and eliminated the time CSRs need to work with multiple systems. There is no need to enter data more than once, even though we might be using multiple Client systems."

Yolanda Perez
Director of Operations
United States

"Weekly 1:1 sessions with every customer care specialist and monthly customer satisfaction training."

Phil Taylor
Chief Member Experience Officer
DUCA Financial Services Credit Union Ltd.

"The creation of our Employee Development path. Now, how has the employee development path had an impact on our client experience? In our evolution we have greater product training throughout the path which has allowed us to bring product lines together and ensure that a greater number of our staff is well trained in multiple products lines. This has a positive impact on our ability for FCR (first call resolution) on a greater number of calls. We have seen improvement in this area as well as less need for transfers. The client gets an associate that can help them right there on their first attempt to call us regardless of the complexity. This has also had a very positive impact on our NPS."

Armstrong Nsien
Project Supervisor

"Monthly customer parley, a monthly meeting with project owners who have outsourced their contact centers to us, or contracted us to build and manage their in-house contact centers."


ConSol bridges the gap between governments, corporations institutions and their stakeholders using technology, facility provides efficient services in exchange of valuable information solutions that i... (read more)
Lori Greiving
Director of Business Development
United States

"Our task as a supportive organization is to ensure that we always remember our agents are the most important people within our operations. We continue to look for ways to create less administrative work for our supervisors so that they can spend more time working with their teams. We ask our front line agents to hold us accountable to the expectations we have created through our 10 Commitments. If they are not getting the prescribed amount of coaching, one-on-one sessions or team meetings, agents are instructed to talk to their supervisor. If their shift does not align with their supervisor’s, their workstation is not nearby, their systems are not working or they are simply not getting help when needed, agents are directed to talk to their supervisor. If we still do not meet those expectations then they need to talk to a Manager, a VP or our Managing Director."

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)
Richard Blank
Costa Rica's Call Center
Costa Rica

"Being a lot more selective on the agents that we hire. A padded resume or a unique interview experience does not guarantee a spot on the floor. A person with a true passion to assist people will earn a place with my team. Sincerity is the most important trait for a customer service agent."

About Costa Rica's Call Center

Costa Rica's Call Center (CCC) is a telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every... (read more)
Gordon Pullan
Assistant Vice President
United States

"This last year we conducted a Lean Six Sigma Green Belt on Average Handle Time (AHT ). We were very intentional throughout the process to make sure that we were not implementing changes that would simply shorten a call for the sake of shortening the call. We wanted to find the real "fat."

We analyzed hundreds of calls and broke them down into segments. We found significant opportunities for improvement in our customer authentication process and in our after call work. We then gave our agents new training and new tools to decrease their AHT. Over the course of three months we saw a 20% reduction in AHT. The results have been sustained an additional six months. What is perhaps most significant about this, is that during the same period we have seen our quality scores increase as well. We were true to our goal of coupling efficiency and quality. We have also hit our service level every month since implementation."

About MassMutual

Founded in 1851, MassMutual is a mutual life insurance company that is run for the benefit of its members and participating policyholders. The company has a long history of financial strength and stro... (read more)
Ann Mayer
Mayer Consultants Ltd
New Zealand

"Coaching. When you coach successfully your agents give awesome service."

About Mayer Consultants Ltd

We produce on-line training in all areas of communication skills in the following Debt Collection Sales Customer Service Service Desk
John Cockerill
The Taylor Reach Group

"Pushing key decision and authorization down to the lowest possible level, the agent, with clear oversight. This enables people to have a sense of ownership and empowerment. The effects are amazing, everytime. Risk is minimal."

About The Taylor Reach Group

The Taylor Reach Group is a call center and contact center consultants specializing in customer experience consulting and call and contact center consulting, management, performance, technologies, sit... (read more)

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 ''. We were established in 1999.
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Today's Tip of the Day - Knowledge Based Solution

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

Published: Wednesday, March 10, 2010

Printer Friendly Version Printer friendly version

2024 Buyers Guide Telecoms


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.


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.

Scopserv Integrated Services

The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system


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.

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