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Scott Walles
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Aegon Hayat ve Emeklilik A.Ş.
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Marketing Manager

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.

Steve McArthur
Head Of Service Delivery
Prudential Corporation Asia
Hong Kong

"Yes, although most appear to be very expensive and therefore with smaller call centres the technology cannot be purchased unless there is a clear business / financial benefit. I don't think enough is shared or promoted about advances in technology. Maybe some of the larger institutions should use smaller call centres to test new technology."

About Prudential Corporation Asia

Prudential Corporation Asia is a European-based life insurer in Asia in terms of market coverage and number of top five market positions. The Company has life and asset management operations in 13 mar... (read more)
Christine Corelli
Christine Corelli & Associates Inc.
United States

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

Stephen Nolan
Delivery Excellence Manager Global Service Delivery Americas
United States

"I think the technology is but the customers are reluctant to support items like Voice recognition password resets. intelligent websites and end user self service. Technology is there what is missing is solid business cases and ROI"

About Hewlett-Packard

Hewlett Packard (HP) is a computer technology company founded in 1939 by Bill Hewlett and Dave Packard. They are best known for manufacturing computer peripherals such as inkjet printers, laser printe... (read more)
Fawaz Hashmi
Engagement Director
Hashmi Consulting Services
United States

"Answer, here is adoption of technology and modification of existing process by leveraging new technology."

John Gelmini
Telephone And E Mail Strategy Manager
Essex County Council
United Kingdom

"British management is outdated in this respect which is why many of them wont agree to outsource operations even though the financial case for doing so is overwhelming.Their desire to exercise control is greater than their desire to reduce costs although you would be hard pressed to get any of them to admit it publicly. There are exceptions and outsourcing is growing in popularity at the same time as global competition forces organisations to reduce costs by encouraging virtual working."

About Essex County Council

Essex County Council is the county council that governs the non-metropolitan county of Essex in England. It has 75 councillors, elected from 70 divisions, and is currently controlled by the Conservati... (read more)
Eli Goldstein
Consulting Associate
South Africa

"They are improving fast enough, sometimes too fast for assimilation into companies"

Dan Collins
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)
Nancy Massey
Director, Client Services
Yellow Pages Group

"Definitely, to the point that technology is moving faster than we can assimilate and integrate it within our operations while using it to its full capacity and functionalities."

About Yellow Pages Group

Yellow Pages Group (YPG) is a Canadian directory publisher. YPG published its first directory in 1908.
Yuval Bauman
Project Manager
United States

"Technology is not important (once it is stable it works properly) but operation is constantly change"

About FTS

FTS is a provider of Billing, CRM and Business Control solutions for communications and content service providers. By analyzing events from a business standpoint rather than just billing them, FTS all... (read more)
Patrick Louis
Senior Director Customer Experience Global
Canada Goose

"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."

About Canada Goose

Founded in a small warehouse in Toronto almost sixty years ago, Canada Goose has grown into one of the world's leading makers of luxury apparel.Every Canada Goose product is designed with purpose and... (read more)
Michael Muldoon
Customer Service Manager

"Yes, technology is going the right way, and at the right speed. A lot of the supplier consolidation in recent years hasn't led to a step change in what's available. The problem is identifying what meets your needs, as almost all competing products do 80% of what's needed - it's just never the same 80% when compared. It seems to me that many contact centres are investing in their people to resolve their problems in-house, rather than taking something of the shelf. Maybe we could be better at sharing that information."

About Diageo

Diageo is a premium drinks business offering spirits, wine and beer.
Vesna Ivanis-Luksa
Call Center Manager

"- some do, some don't - we are too often limited with technology limitations"

About A1

VIPnet is the first private mobile network operator in Croatia. It has been operating a GSM network since July 1999.
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)
Ruby Sheriar
Call Center Manager

"Yes. Introduction of technology at all levels is improving supporting business growth e.g. - universal queuing, call blending with development of technology solutions to support multiple channels voice, non voice on a single platform - voice recognition and natural language processing enhancing the speed and use of automated systems - advanced analytics supporting real time decision making for call queueing, sales etc. - real time performance tracking and dashboards"

About HSBC

HSBC Holdings plc is a public limited company incorporated in England and Wales in 1990, and headquartered in London since 1993.
Craig Bonfield
Backline Support Manager

"As a technology company we are forever changing our technology to meet the customer's needs. This covers hardware as well as software. Some utilities are introduced that enable the technicians to work in a smarter way, such as WebEx and AppCritical. Integration of emails into the CRM has also helped, the tracking of contact with customers. There are other technologies out there, to assist contact centres, but are not specially directed towards tech support."

About Broadcom

Broadcom Inc. (NASDAQ: AVGO) is a global technology provider that designs, develops and supplies a broad range of semiconductor and infrastructure software solutions. Broadcom’s product portfolio serv... (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.
Marc Bellavia
Manager, Direct Sales
United States

"I don't think technology is the problem, it that organizations need to be flexible enough with budgets to implement quickly based on the ever changing needs of the customer / economy. Often times, its not even a budget issue, its that organizations can't turn on a dime and re-tool agents quickly enough for changes in the marketplace."

About Sage

Sage is a FTSE 100 company in the North East. Even though we've become a global company, we're still rooted in the North East, with our head quarters in Newcastle where around 1,500 of our people work... (read more)
Simon Gamble
Call Center Consultant
United Kingdom

"The technology may be advancing but there is no single vendor that has created an adaptable platform that can handle it. We are still in a situation of rip and replace technology."

About Capita

Outsourcing - delivering measurable benefits to our clients What we bring our customers: Inspired productive people Streamlined administration processes Effective ICT Innovation Improved c... (read more)
Telesa Wilson-Finney
Correspondence Supervisor
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:
Company LogoContactCenterWorld 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 ''. We were established in 1999.
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Today's Tip of the Day - Understand the Processes And The Culture

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

Published: Tuesday, July 21, 2009

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