Article : Technological Evolution: Going too Fast?

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Article : Technological Evolution: Going too Fast?

Technology has been taking some huge steps recently, especially in the telecoms and computer industry. Considering that the contact center industry is dependent on adapting the latest communication technologies and software, how is this evolutionary race affecting the business as a whole? Industry professionals share their views.

Christine Corelli
President
Christine Corelli & Associates Inc.
United States

"Yes! The cutting edge technology that is available is amazing, and critical to an organization's success."

Dan Collins
President
TMP Direct
United States

"Yes, maybe too fast. Difficult to stay abreast of changes"

About TMP Direct

TMP Direct is a service provider with specialities in Customer Retention and Customer Acquisition supported by Inbound and Outbound Contact Center Services, Fulfilment Services, POS Distribution Servi... (read more)

Patrick Louis
VP customer Experience
rethinkCX
Canada

"Yes it does. CRM technology has helped improved the understanding and segmentation of the client base. The speech analytics is supporting and leveraging not only the call center performance but also identifying and better understanding customer’s needs that will help drive marketing campaign."

Steve Trifelos
Director, Strategic Partnerships
ITM Marketing, Inc.
United States

"Yes. We are generally on the leading edge of technology within our market niches and ahead of client and customer expectations."

About ITM Marketing, Inc.

ITM Marketing, Inc. is an experienced, multifaceted teleservices company located in Coshocton, Ohio, dedicated to delivering customized, value-driven solutions for your company's telemarketing needs.... (read more)

John Torres
Sr. Vice President
American Stock Transfer & Trust
United States

"Technology is still behind customer expectations. The ideas are available but are cost prohibitive to implement."

About American Stock Transfer & Trust

American Stock Transfer and Trust Company is a large independent stock transfer agent in the United States.

Telesa Wilson-Finney
Correspondence Supervisor
Xerox
United States

"I think technology sometimes moves too fast, if that's possible. Before the contact center can explore one new technology tool, two more are created."

About Xerox

Xerox Corporation is a fortune 500 global document management company (founded in 1906) which manufactures and sells a range of color and black-and-white printers, multifunction systems, photo copiers... (read more)

About ContactCenterWorld:
# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 230,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com

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Published: Tuesday, July 21, 2009

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