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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 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 - Keep Cost In Perspective

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

Published: Thursday, September 4, 2014

Printer Friendly Version Printer friendly version

2024 Buyers Guide Knowledge Management

 
1.) 
168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

4.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

5.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

6.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
 

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