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Article : Taking Steps in the Wrong Direction!

Taking into account the current economic situation faced by the world, you would think companies would be conscientious towards customer service. Yet, some companies still behave as though they are invulnerable and have taken no steps at solidifying their customer loyalty.

Click here to find out how you can obtain more great tips and advice from the Best-of the-Best!

Les Torrance
Customer Support Centre Director
Sykes
United Kingdom

"There is a tendancy to reduce costs, particulary support costs. However if the support was required previously in order to deliver the service, then by cutting these costs will only put uneccessary pressure on the rest of the business which may result in a lack of focus and therefore poor operational delivery."

About Sykes

Sykes is a provider of end-to-end customer care management solutions, providing CRM solutions for many companies in the technology, finance and communications industries, primarily large fortune 1000... (read more)
 
Debbie Cote
Assistant Vice President
Sun Life Financial
United States

"To reduce expenses, I've seen organizations scale back on hours of operation, decrease service level goals, all with the objective of reducing staff. The contact center is typically the lowest cost of labor in an organization, but the only area with direct contact with the customer that can be leveraged to build loyalty."

 
Heather Reid
Regional Manager
Cloud5
Canada

"They have not adjusted their Call Flow to focus more time on overcoming the resistance of the callers and less time on upselling."

About Cloud5

Cloud5 is hospitality’s communications technology & services provider. Its two business units serve the needs of hotels from global brands and independents to management companies. Cloud5 Technology S... (read more)
 
Shah Hamdani
Technical
Elevator Controls Corp
United States

"Push for automated response or generic scripted answers that really cost more time for all involved. Better to have a more personal approach that allows the customer to establish a level of comfort in that you really trying to help."

About Elevator Controls Corp

provide customer service and technical support in setting up, adjusting, and troubleshooting elevator systems world wide.
 
Jennifer McLeod
VP of Business Development
Teleperformance Canada
Canada

"Being reactive vs. proactive and cutting costs, spending and people. Enhancing and improving what you have is where the focus should be such that you can sustain existing business and be poised to grow and come out on top when the economy stabalizes."

About Teleperformance Canada

Teleperformance Canada offers four modes of outsourcing partnerships (outsourcing, co-sourcing, buy-out & facilities management) that enables you to find the most efficient framework while refocusing... (read more)
 

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 - Team Days

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

Published: Friday, April 17, 2009

Printer Friendly Version Printer friendly version

2023 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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