Randall Anderson, C.O.O. of Listen Up Espanol, a company which employs over 800 native Spanish-speaking call agents for direct response, non-profit and corporate clients who want to reach the U.S. Hispanic Market via inbound sales, customer service, lead generation teleservices. Anderson enjoyed his time at The Top Ranking Performers Awards in Orlando. He spoke with ContactCenterWorld.com about the conference, learning opportunities and networking possibilities.
Here is the full (transcribed) interview.
If you are interested in hearing from 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: Have you been to these conferences before?
Randall: I have not been here before?
ContactCenterWorld.com: What did you think?
Randall: It was phenomenal. More than I expected.
Randall: One of the things that came out was so many different companies sharing honestly their ideas, their practices they actually use every day, and you don't get that at a conference that doesn't have a group of people that have to go through a process to be able to speak and then have a 15-20 minute limit. You have to be very concise and at the end of the day, you learn a lot from different organizations.
ContactCenterWorld.com: No vendors, did you like that about the conference?
Randall: That is one thing that is very interesting about this conference. You don't see booths, you don't see big banners, you aren't being sold to. You come here to learn and to share in a very safe environment. It is great.
ContactCenterWorld.com: Did you create some relationships that you hope to forge beyond this conference?
Randall: Undoubtedly, it's a place that not only you learn some of the best practices, but you also get to meet people that you do build relationships with. You share your contact information, better yet, on the website as we all learned, you can be connected and actually chat real time with the people you met while you are here. Send emails, share ideas, ask questions if I am having troubles. You really learn a lot.
ContactCenterWorld.com: Are you planning on coming back?
Randall: I would love to come back.
ContactCenterWorld.com: What would you tell somebody who has never gone through the awards process, never been here?
Randall: If you are even thinking about it, just do it. It doesn't hurt to apply, and you never know, you might be a whole lot better than you even expected and end up winning one of these awards, and worst case, you had a great trip, you've learned from great people, met phenomenal folks and can go back and share some of those best practices.
ContactCenterWorld.com: So there is an R.O.I.?
Randall: There is undoubtedly an R.O.I. If you come here and you spend the dollars, I guarantee you will make a whole lot more than that.
ContactCenterWorld.com: Being a first timer, and seeing somebody like Antoine Casgrain from St. George Bank in Australia present here and Affinion who have been here multiple years, is it understandable why they continually do the drill down and why they do it on an annual basis?
Randall: They are here a number of years for a reason. They wouldn't do it if it was just a corporate charity. As Listen Up Espanol, we have been here a few times before, but this is my first time, but we are committed to the organization as well.
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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
ListenTrust (formerly Listen Up Español) is a bilingual contact center for Spanish and English agent services with a focus on strengthening the person-to-person connection to improve a customer’s experience with a brand. Headquartered in Portland, Maine and operating in Mexico and Belize, the company employs over 800 agents and provides businesses with contact center services to reach consumers in the United States, Mexico and other countries in Latin America. ListenTrust offers clients a broad range of services, including inbound and outbound sales, nonprofit donation calls, customer service and lead generation. Additionally, ListenTrust provides campaign planning, scripting and advertising production services in both Spanish and English. With a focus on measurement, training and a sales psychology, ListenTrust makes it a point to turn the person-to-person customer interaction into revenue.
ContactCenterWorld 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.
Published: Wednesday, September 3, 2014
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