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Article : Rosetta Hartley, Senior Manager, Walmart, Picked Up Numerous Contact Center Best Practices At Our Conference & Shares Her Thoughts On Networking

Sr. Manager, Benefits Service Team
Walmart
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A first time attendee at the Top Ranking Performers Awards in Orlando, Rosetta Hartley, a Senior Manager with Walmart, an American multinational retail corporation that runs chains of large discount department stores and warehouse stores. Hartley spoke with ContactCenterWorld.com about her experience. She talks about the valuable information gained and the networking opportunities that exist with other industry peers.
Here is the full (transcribed) interview.

If you are interested in hearing 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: Good conference, or bad conference?
Rosetta: Excellent conference.

ContactCenterWorld.com: Why?
Rosetta: Because the people that were presenting are your day to day people. They know the experience. Any kind of contact center conference that I have been through before is a lot of sales pitches, or people that may have a strategy, but really don't get to do it every day. These people do it every day, and they have a passion for it, and that is what makes it exciting.

ContactCenterWorld.com: Why did you enjoy this conference, and why would you potentially recommend it to other people in the industry?
Rosetta: The presenters were definitely day to day presenters, meaning they get the business, it is not a sales pitch, it is about their best practices, what they have learned from their experience. It was amazing to see their passion for the roles the play in the contact centers.

ContactCenterWorld.com: All-star presenters too. Cream of the crop. Otherwise they wouldn't be up on stage. They had to go through a process to get here so you are really hearing from industry leaders, especially in this region. Would you agree?
Rosetta: Yes, the service representatives and supervisors that you brought in and were on stage and presenting; I would give anything for mine to be that fabulous. I was in awe that they had the ability to get up there and speak to their business and enjoy it so much.



ContactCenterWorld.com: How many notes did you actually take away from this?
Rosetta: So you gave us a workbook right, and it had 20 pages in it. So I took that workbook full and 4 additional pages of notes. Lots of best practices, lots of ideas. It wasn't just what they were saying, because I know that I get a copy of the slides later, it was really what it sparked in imagination, what it sparked in passion. We could do this, or we could do that. It really gave you some good ideas to move forward.

ContactCenterWorld.com: It is not industry specific. You might be able to take something from finance, or any industry sector and say as a contact center that "I might be able to take that and twist it to my own benefit". Is that fair to say?
Rosetta: It was definitely about contact centers. It wouldn't matter what industry you are in, or what your job title is, if you work in a contact center, this is the place for you. This is definitely a conference to get involved in.

ContactCenterWorld.com: Will you come to Vegas?
Rosetta: I want to come to Vegas. I am definitely coming next year, but I want to come to Vegas.

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, @walmart


About Walmart:
Company LogoWal-Mart Stores, Inc., branded as Walmart, is an American multinational retail corporation that runs chains of large discount department stores and warehouse stores.
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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: Monday, September 8, 2014

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2024 Buyers Guide Automation

 
1.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

2.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

3.) 
Pointel

Genesys Identity and Access Manager
Automated Provisioning Solution for Multi-Vendor Communication Platforms

Managing agent profile data across multiple systems is a big challenge for contact centers. The manual tasks of agent provisioning, decommissioning, daily change exercises, skill level synchronization, license recovery and detailed reports on usage are tedious, time-consuming, and often expensive for businesses.

Managing ID and access within a contact center is further complicated by profile information and requirements that vary from application to application. Automating the processes of onboarding and off-boarding in contact centers helps overcome these challenges and enhances agents’ productivity.

Pointel I...
(read more)
 

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