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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.

Want to see more from this video on the ContactCenterWorld.com Youtube channel? - over 200+ interviews available at this link

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

#contactcenterworld, @dhlus


About DHL Express (US) :
Company LogoDHL 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.
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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 - Where Is The Problem?

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

Published: Thursday, September 4, 2014

Printer Friendly Version Printer friendly version

2021 Buyers Guide Omnichannel

Page: 12
1.) 
3Fiftynine

CardBoard
This real-time walldisplay is able to show every form of contact in a clear wallboard, with the necessary KPI’s per channel; like phone, chat, etc.

2.) 
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.

3.) 
Call Tracking Metrics

Today’s customers aren’t always willing to pick up the phone to talk to a business, which is why an omnichannel communications strategy is essential. Because our software tracks chats, texts, and form submissions in addition to calls, we make it easy for you to interact with customers in their preferred method of communication. Take your strategy to the next level by utilizing our automated tools which can generate instant communications back to your customers as soon as they contact you.



4.) 
CCT Solutions

CCT ContactPro
ContactPro empowers agents to efficiently serve customers in today's demanding world of Omni-Channel communication. The state-of-the-art technology solution helps contact centers to leverage their existing Avaya infrastructure while decreasing contact center costs and increasing customer satisfaction.

With a strong focus on Omni-Channel functionality ContactPro defines a new method for integrated traditional voice contacts, emails, fax and documents with modern web and smartphone communication for any WebRTC, chat, assistant browsing and file sharing, online presence, SMS/IM (text) and social media activities. Additionally, the web supervisor functions provide simple reporting and full me...
(read more)

5.) 
Comm100 Network Corporation

Comm100
The Comm100 omnichannel customer experience platform powers real-time interactions via web, mobile, and messaging. We make it easy for organizations to answer questions, solve problems, and keep customers happy.

From front-line marketing and sales to ongoing service and support, Comm100 enables great digital experiences that drive revenue without increasing costs.

6.) 
ComSys S.A.

CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspe...
(read more)

7.) 
Consilium Software

Consilium UniVCX™
You may have seen the meme going around that captures what tipped the balance towards digital. The questionnaire asks, “who is driving your digital transformation?” After “CEO” and “chief digital officer”, the third option is “Covid-19” highlighted with a red circle. The pandemic has been tragic in the toll it has taken on the lives and health of the global population, forcing billions to stay at home. Yet, it has also been a catalyst for change in a bigger way than any event since the last world war. Who would have thought that a bank would lend a new customer a million dollars or more based on a video inspection of the mortgaged property and without any physical paperwork or face-to-face K...
(read more)

8.) 
CTCOMM

Whatsapp
Facebook
Twitter
Linkedin
Youtube

9.) 
Eckoh

Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.

10.) 
eGain Corporation

eGain
eGain omnichannel customer engagement solutions power digital transformation for leading brands.

Guided by AI, knowledge, and connected analytics, eGain’s customer engagement suite enables excellence in digital-first, omnichannel customer engagement across digital self-service, including virtual assistance, messaging, chat, social, and email, seamlessly integrated with voice.

Based on a unified platform, the solution is trusted by blue-chip brands for customer engagement at scale that is effective, efficient, and consistent, while being compliant with best practices and industry regulations.

11.) 
ethosIQ, LLC

Customer Engagement Platform
The Customer Engagment Platform (CEP) collects multichannel interaction and application data from all channels, across multiple systems, providing a single, complete data source for ethosAnalytics to access and display information in useful, usable ways. CEP provides companies with scalable and repeatable software for big data solutions.

12.) 
Eudata

Video Advisor
Directly engage customers through an effortless Video chat via your web page or mobile APP with a secure platform. Escalate from an existing chat or create a brand new video conversation, use desktop sharing and co browsing, record and track every step of the customer journey

13.) 
Fusion E-Solutions LLC

omnichannel support service, BPO services
We help businesses in their administrative and repetitive jobs as a be-fitting virtual assistant service provider. With an objective to reduce in-house burden, save time & money, and regain focus, we show flexibility in working 24/7 for clients with dynamic needs.

14.) 
Hodusoft Pvt. Ltd.

Omnichannel Contact Center Software
"HoduCC" is a comprehensive and consolidated contact center software. It guarantees to provide the best call center software that suits best for all types of call centers. Being one of the top Voice over Internet Protocol (VoIP) solutions providers across the globe, HoduSoft ensures that this contact center software offers intelligence, security, and advanced features.

HoduCC has been designed in a way to make sure that user loyalty is built and the customers’ expectations are accomplished. Doesn’t matter what your business size is, HoduCC is most affordable Contact Center Software for small businesses as well.

HoduCC allows customer support teams to provide personal, productive phone...
(read more)

15.) 
Ivonesia Solusi Data

Sociomile
Elevate your service quality and experience a seamless and more personalized customer care solution to get a happier customer journey that transforms into loyalty.

16.) 
Lieber & Associates

Omichannel Migration Consulting Services
Lieber & Associates provides technology, management, and operations consulting services to transform departments into omnichannel contact centers. After assessing current operations, the firm delivers a roadmap for testing and implementing technology, metrics, training, and any staffing required to meet omnichannel goals. The firm also advises on programs to migrate customers to the new channels.

17.) 
MightyCall

A premier yet affordable VoIP phone system, working from home—or anywhere—has never been easier than with MightyCall, a no-hardware, no-nonsense solution for SMB.

18.) 
Noble Systems

Noble Contact Center
Truly unified omnichannel operations. Your customers have growing expectations about how and when they want to interact with you. The noble contact centre suite helps you seamlessly communicate with your customers, no matter which channel(s) they prefer. Noble helps you optimise agent activity and improve the efficiency of customer interactions with our unified omnichannel solutions. Seamlessly manage communications over a variety of voice and non-voice channels including voice, email, sms text, web chat and social media. Simultaneously manage inbound and outbound communications without having to log in and out of programs. And combine all channels on a single platform to improve contact centre efficiency and profitability.

19.) 
Orbita

OrbitaENGAGE
70,000 health-related searches are made on Google every minute. The digital front door as a channel is more important than ever for helping consumers access care. OrbitaENGAGE, leverages powerful conversational tools such as chatbots, voice search, and voice SEO, which guide consumers as they search for and navigate care. Capabilities focus on call deflection and include: Find a doctor or location , Appointment scheduling , Healthcare FAQs, Virtual triage 
Virtual visits (via telehealth integration,)  andV oice Search and Voice SEO ,

20.) 
Vads

VADS Omnichannel Solutions
Omni Channel is a cross-channel business model and content strategy that companies use to improve their user experience. Omnichannel is an integrated way of thinking about people’s relationships with organisations. Rather than working in parallel, communication channels are designed to cooperate and build a coherent, evolving, cross-channel experience.

Omni Channel supersedes multichannel and includes channels such as physical locations, FAQ webpages, social media, live web chats, mobile applications and telephone communication Companies that use omnichannel contend that a customer values the ability to be in contact with a company through multiple avenues at the same time.


Benefits ...
(read more)
 
Page: 12

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