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Article : Mark Sanchez, Supervisor, DHL Express, U.S.A. Shares His Feeling On Contact Center Best Practices, Networking Events & Industry Awards
Mark Sanchez of DHL Express in the U.S.A., which runs its business in international express, air and ocean freight, road and rail transportation, contract logistics, and international mail services to its customers, opens up to ContactCenterWorld.com about his experience at the Top Ranking Performers conference in Orlando.
Here is the full (transcribed) interview.
If you are interested in hearing from him, he 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: Is this your first conference?
Mark: Actually, it is, yes.
ContactCenterWorld.com: Your thoughts?
Mark: Love it! Just love it. It is a great way to network with other groups, share ideas, share best practices, share drama, which of course there always is. It has been very insightful.
ContactCenterWorld.com: Is this unique to other events that you may have been to within the industry?
Mark: I think that it is yes. There are a couple of other awards that we have done, that we have actually entered where we just submit our nominations and then were chosen for them. Whereas here, we actually have to present them in front of a jury of our peers, so to speak. Yes it is unique, it is almost as if it is a rite of passage that you have to do. I think that is great.
ContactCenterWorld.com: Will you come back?
Mark: Absolutely! Actually, another company brought people that were not presenting just so they can get an idea of how things go. So I think that next time we should do that as well.
ContactCenterWorld.com: What would you tell somebody that has never been, now that you have your feet wet?
Mark: I would say to be nervous, it is okay to be nervous. If you don't say that you are, you’re a liar. Just prepare and know your business.
ContactCenterWorld.com: Rewarding to actually go through the initial process. A lot of people say that you really have to channel down and that you have to focus on what makes you good and different and unique and that is why you are applying for the award…correct?
Mark: Absolutely! It really brings home the fact that you do a good job day in and day out because you really don't notice that. When you put it down into a 20 minute presentation you get all the good things that you have been doing for years and you whittle it down and it's like, yeah, we are best practice.
ContactCenterWorld.com: What was it like to spend 4 days networking and rubbing elbows with some people that are fighting the same good fight that you are?
Mark: Very good. I just emailed my director about this and I think the common theme here is human nature. Humans are humans regardless, and call center reps are call center reps. We all share the same pain and the same joy.
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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 - Customer Satisfaction
About DHL Express (US) :
DHL is part of Deutsche Post DHL and is the Logistics Company for the world. DHL is the global market leader in the logistics industry. DHL commits its expertise in international express, air and ocean freight, road and rail transportation, contract logistics, and international mail services to its customers. DHL's global network composed of more than 220 countries and territories and more than 300,000 employees worldwide, it offers customers superior service quality and local knowledge to satisfy their supply chain requirements. DHL accepts its social responsibility by supporting climate protection, disaster management, and education.
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: Thursday, September 4, 2014