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Article : The Impact of External Events

Directors and managers can do their best to control every facet of the companies they work for, but sometimes the events that can cause the greatest bumps in the road are usually caused by actions beyond their control – external events. Industry professionals discuss the impact of external events on their centers.

Ken Reid
Marketing Director
IMImobile
United Kingdom

"The economic recession has had an impact on the way we operate our business. We have looked at every investment carefully to establish real return on investment. This approach applies to our products as well as our internal operation. We always ask ourselves "How will this product or service help our customers to do mre with the same or less?""

About IMImobile

IMImobile is a cloud communications software and solutions provider that enables companies to harness mobile and digital technologies to better communicate and engage with their customers. Organisatio... (read more)
 
Sarah-Jane Heber-Hall
Operations Director
Computertel Ltd.
United Kingdom

"Our business has definitely focused on existing clients this year. We have also looked at ways to add value to our service delivery and increased our product portfolio to meet client needs and wish lists. We have been client driven and adapted company processes to follow the extended buying circles now in existence. We are also focusing on compelling ROI cases to assist purchasing decisions."

 
Lou Krost
VP Workforce Optimization
Chase
United States

"Being in home loans, it's a no-brainer what has challenged our company over the past year. However, Chase has been resilient in their survival tactics and call center management has been exceptional at adapting to new ways of doing business."

 
Milena Linhartova
Customer Service Director
Skupina ČEZ
Czech Republic

"The biggest impact hadfinancial crisis - headcount cuts, cost savings. We had to take all possible changes to save the business."

About Skupina ČEZ

The CEZ holding is a power company in Central and Eastern Europe. It provides sales and distribution of electricity and gas in the Czech Republic. The unit „CEZ Prodej“, is responsible for the whole s... (read more)
 
Richard Snow
VP and Research Director
Ventana Research
United Kingdom

"Selling has become that much harder, which has led to greater use of alternate channels e.g. social media"

About Ventana Research

Ventana Research is a benchmark research and advisory services firm. They provide guidance to help organizations manage and optimize performance. Ventana Research focuses on business and technology tr... (read more)
 
Dr. Hüseyin Gungor
Chief Customer Officer
emotional loyalty
Netherlands

"Our company activities were mainly influenced from global financial crisis... Fortunately we have spread our activities in different geographic regions as well as in different industries; consequently we even managed to increase our customer portfolio in these difficult years."

 
Dru Phelps
4D Value Partner, in private practice
United States

"Media is handing out 'information' that can blog you to the basement. If any industry becomes suspicious, then all in that sector is under scrutiny for lessons customer satisfaction."

 
Suzanne Pettigrew
Senior Manager
Northern Tel & Telebec
Canada

"The economy plays a great role on the company, businesses more reserved with their $ and want to ensure strong business cases are present for all $ spent. Customers need extra value for their $"

 
Colette Yee
Director of Strategic Marketing
Genesys
United States

"To help contact center management align their work processes and performance metrics to corporate goals and operational KPIs, we put together several KPI solutions on top of the speech analytics platform with pre-built workflows, reports, dashboards, alerts and knowledge libraries. These solutions enable contact center personnel to target activities that directly improve the selected KPIs and at the same time, provide them with clear business justification on any investment or action taken from the fact-based insight gleaned from speech analytics.

And to cater to the budgetary constraints on software and hardware, we provide the flexibility of on-premise or hosted deployment options, as well as, perpetual license or subscription financing options."

About Genesys

Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in... (read more)
 
Robert Nana Mensah
Communication Consultant
African Business Communication
Ghana

"They have provided more avenues to meet corporate communications and relationships"

 
Gerry Brown
Chief Customer Rescue Officer
The Customer Lifeguard
United Kingdom

"Things such as socal networking have had a tremendous impact on showing what customers really think and have made us establish ways to recact more quickly and show that we have"

About The Customer Lifeguard

The Customer Lifeguard, is on a on a mission to rid the world of bad customer service and knows that delivering a great customer experience isn’t just a “nice to have”, but a serious contributor to th... (read more)
 
Jackelene Aquino
Country Human Resource Manager
Concentrix Philippines
Philippines

"Mergers and Acquisitions happened this year and we had to downsize our operation for the meanwhile to lower our overhead cost."

About Concentrix Philippines

Aditya Birla Minacs is a business solutions company that partners with global corporations in the manufacturing, retail, telecom, technology, media and entertainment, banking, insurance, healthcare an... (read more)
 
Daman Adlakha
General Manager
BPO PLUS WLL
India

"Entrance of more competitors into the market as a threat to the business as well as to the employees and less outsourcing of the business to the call centres.We have somehow introduced the new slabs in the incentives system as well as we have focused on the delivery in order to retain the current business."

About BPO PLUS WLL

BPO+, a collaborated entity of two distinctly varied professional corporations, is a provider of Contact Center and BPO services, Telecom System Integration and IT services from the Gulf Countries. ... (read more)
 
Jennifer McLeod
VP of Business Development
Teleperformance Canada
Canada

"We are evaluating and considering different projects that will build our reputation in the industry and we are investing in both people and technology that will allow us to expand our areas of expertise. We recognize the strong focus on customer retention that is necessary and have strengthened our internal practises to reflect this such that we can continue to be a true "partner" with our clients rather than a vendor solution."

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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Related Editorial

Published: Monday, January 11, 2010

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2023 Buyers Guide
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Since 2002 101translations has been providing fast, reliable and cost-effective language translation services for a wide range of industries, including major players in the contact centre market. Our professionals have experience with the translation of materials such as training videos and interactive courses, conversation transcripts, legal documentation, websites, and much more.

We work into every language in the world, from Abkhazian to Zulu.
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Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.

We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.

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Tru29 Outsource Solutions Inc.

Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.
 

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