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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)
 
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)
 
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DON'T MISS THIS!

We invite you and your colleagues to join us LIVE as we take the highest rated industry conference to the next level! the 2022 World's Best! - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement GLOBAL Best Practices Conference!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW
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
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 - Vendor Selection

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

Published: Wednesday, August 19, 2009

Printer Friendly Version Printer friendly version

2022 Buyers Guide Translation Services

 
1.) 
OpsTel Services

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.

Features include:

*T...
(read more)

2.) 
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.
 

About us - in 60 seconds!

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YOU'RE INVITED

It is time for 'the Most Prestigious Awards' in the contact center industry!

The Global Top Ranking Performers Awards Are OPEN!


It’s well-known people love recognition. Join us as we share details of the 18th Annual Global ... Read More...
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