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Article : The Right Decision

Sometimes decisions need to be made to reduce costs, and most leaders will immediately jump to staff reduction. But enterprising leaders will find clever ways to do things better and consequently achieve their cost reduction targets. These are the types of ideas you will get at theTop Ranking Performers Conference in Las Vegas.

Geoff Assing
Senior Support Operations Manager
Lone Wolf Technologies
Canada

"The most dramatic reduction in cost came with the introduction of a better customer incident tracking tool. While the initial cost to implement a new system was high, the future return investment was priceless. When you have the right incident management tool, all other contact center goals or objectives are easy to accomplish. A repeat customer incident does not require the same resolution time, meaning future first contact resolution rate will be high. There will be proper tracking tools to measure staff performance and efficiency, as well as provide valuable data for self help services for customers. All of these characteristics lead to a leaner customer contact organization and a reduced customer dependance on a support center's time, thereby reducing the cost of staff, which is usually the most expensive variable."

About Lone Wolf Technologies

Even after 28 years, at Lone Wolf Technologies, we’re having fun connecting real estate and technology–combining our tech expertise with your real estate experience to make technology work the way you... (read more)
 
I Aminarti Widiarti
Vice President Banking Contact Center
PT Bank Mandiri (Persero) Tbk
Indonesia

"Empower of Staff - and we will get a High First Contact Resolution.."

About PT Bank Mandiri (Persero) Tbk

Since its inception, the bank has worked hard to create a strong management team and professionals who work based on the principles of good corporate governance which has been internationally recogniz... (read more)
 
Tina Ufeli
Ceo
Due Season Enterprises
Nigeria

"THE DECISION TO LEASE OUR HARDWARE WILL REDUCE COST IN THESE RECESSION TIMES. LESS TANGIBLE ASSETS AND MORE PROFIT.WE DON'T HAVE TO WORRY ABOUT OBSOLETE EQUIPMENT AND DATA LOSS"

 
Robert Nana Mensah
Communication Consultant
African Business Communication
Ghana

"Using the contact center to solicit information from "informants" that provide intelligence on smuggling activities"

 
Jeffrey Brooks
Sr. Manager, Support Services
Flexential
United States

"The biggest decision that has been made to reduce cost is probably not hiring additional staff."

 
Diana Dewi
Consultant
168Solution
Indonesia

"Charge our call center per customer calling (x amount fixed per calling) and expanse the IVR by providing complete product/promo information and self-service menu."

About 168Solution

168Solution is a leading Consulting and Training of Contact Center, with proven approach and experience in Contact Center or known as Digital Interaction for Inbound and Outbound, Voice, Email and alt... (read more)
 
Rehan Ur Rehman
Head of Support Center- Customer Operations
Ufone
Pakistan

"The charge levied on the calling the contact center which is very nominal however it recovers a lot of cost and also the automation on the IVR for most of the changes customers require."

About Ufone

Ufone is an Etisalat Group Company that started its operations in January 2001. Since then, it has become a provider in innovation and has established presence in all the major cities, along with comp... (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 - 100% Recording

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

Published: Wednesday, August 19, 2009

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2024 Buyers Guide SaaS Solutions

 
1.) 
CrankWheel

CrankWheel Screen Sharing
CrankWheel is an easy and simple screen sharing solution, made for the needs of salespeople and customer service agents.

CrankWheel complements voice calls by adding visuals to ongoing calls. There is no need to get the customer off the phone, onto another platform.

Agents share their screens by directing clients to a link that can be sent via SMS, email or simply spelled out.

The client can enter on any device, mobile, desktop or tablet and enters the session instantly. There is no registration or download required by the client.

Features:
- Screen sharing
- Agents can hand control over to the client
- Warm lead capture widget that alerts the sales team instantly of an intere...
(read more)
 

About us - in 60 seconds!

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Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
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