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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

"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

"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)
Sami Bahrawi
Managing Partner
Saudi Arabia

"getting the team whole company motivated to find ways to reduce costs. this lead to many ideas coming through to management that would not have been as quick and as clear if they were sought from a top-down perspective."

....NOTE - content continues below this message


We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!


Larry Eiser
VP, Call Center Operations
Duke Energy
United States

"Consolidate centers (although for business continuity, I'd suggest about 4 locations), consolidate platform to enable virtual operations & strategically source by holding sourcers accountable for FCR, etc., not just service level."

About Duke Energy

Duke Energy, headquartered in Charlotte, North Carolina, is an energy company with assets in the United States, Canada and Latin America. It was founded by James Buchanan Duke.
Teri Melone
Manager of Outsourced Call Center Ops
The Home Depot
United States

"Designing a program that works hand in hand with new hire training that helps increase retention, knowledge, feedback. Many call centers have strong initial new hire training programs, but drop the ball after the initial training is over. Each call center I have worked with did not have a similar program. I introduced a program that I developed to work with the initial training and found the same successes afterwards..improved retention, buy-in from new hires, improved quality results, increased efficiences."

About The Home Depot

he Home Depot is an American retailer of home improvement and construction products and services. The Home Depot operates 2,193 big-box format stores across the United States (including all 50 U.S. st... (read more)
Elyse Taylor
Head of Contact Centre
United Kingdom

"Re-organisation of salary bands reduced the overall cost of the centre and allowed more resource to be brought in. It gave people clear targets to work for in terms of promotion."

Bruce Ratcliff
Project Manager
US Cellular
United States

"Improving AHT, by technology enhancements and by improved call handling. We implemented CTI Screenpop with customer account information to save agent time and customer time on the call. At the same time, we took a hard look at how calls were being handled and began breaking down the call by sections and looking at ways to improve the time an agent was on the call with a customer. We did all this while still maintaining quality and service to the customer. Customers generally do not want to be on a call any longer than they have too, but they do want their issue resolved correctly and promptly."

About US Cellular

United States Cellular Corporation, d.b.a. U.S. Cellular, is a regional carrier which owns and operates the fifth-largest wireless telecommunications network in the United States, serving 4.7 million... (read more)
Tina Ufeli
Due Season Enterprises


Robert Nana Mensah
Communication Consultant
African Business Communication

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

Patrick Flanagan
Vice President - Customer Sales & Services
Carnival Australia pty ltd

"Introduction of rostering software and dynamic shifts"

About Carnival Australia pty ltd

Carnival is a global cruise company and one of the largest vacation companies in the world with a portfolio of 11 distinct brands comprised of the leading cruise operators in North America, Europe and... (read more)
Cliff Wayenberg
Call Centre Manager
Vesta Payment Solutions Ltd.

"Reduce operating hours from 24x7 to 18x7, speaks for itself really."

Jeffrey Brooks
Sr. Manager, Support Services
Peak 10
United States

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

Diana Dewi

"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)
Anna Todd
Head of Operations
PlusOne Insurance Services
United Kingdom

"Accurate productivity measures - feedback was based in reality & performance was everyones daily bread. Looking at areas considered to be "silly" like shift star times being controlled - return from break times etc The communication of what success looked like was vital to this."

Rehan Ur Rehman
Head of Support Center- Customer Operations

"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 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 - Getting The Marketing Message Right

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

Published: Wednesday, August 19, 2009

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2021 Buyers Guide Headsets

All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.

Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing




Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.


Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide

JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.

Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.

Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.

About us - in 60 seconds!

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