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Chai Domingo
Director, Contact Center
339
329
Alvinor Yunaldi
Supervisor Contact Center
135
Scott Walles
Operations Manager
10
Mina Habib
Head of Marketing
24

Article : The Thrill of Technology

Technology can offer exciting possibilities in all areas of life, including opening new doors in the contact center industry. The world of telecommunications has undergone several paradigm shifts in the last few decades alone, and contact centers are quick to integrate the new technologies. What new technologies are you excited about? Contact Center Professionals answer this question.

Aveenash (Rocky) Chirkoot
Call Centre Manager
Skye Group
South Africa

"IVR if used properly,
The predictive dialer,
But more then anything a good CRM system"

 
Debbie Lambert
Sr. Mgr., Training & Development - Club Services
Hilton Grand Vacations
United States

"IEX, NICE, e-learning, Learning Mangement Systems"

About Hilton Grand Vacations

Hilton Grand Vacations Company, LLC, a subsidiary of Hilton Worldwide, is based in Orlando, Florida. In addition, there are regional offices in Marco Island, Florida and Sanibel Island, Florida to sup... (read more)
 
Julius Yap
Call Center Manager
Bertelsmann
Singapore

"eCRM. Knowing & Analyzing contact drivers."

About Bertelsmann

Bertelsmann is a media, services and education company that operates in about 50 countries around the world. It includes the broadcaster RTL Group, the trade book publisher Penguin Random House, the m... (read more)
 
Geert D'Eer
Contact Center Manager
SITEL Belgium
Belgium

"The overall interaction between telephony, workforce applications etc."

About SITEL Belgium

As caring for customers becomes the differentiator that drives consumer spend, Sitel is advancing its position as a provider in outsourced customer care innovation. With over 28 years of industry expe... (read more)
 
Cheryl Hartle
Operations Center Manager
EQT Corporation
United States

"The customer's have so much to say about how they are treated. I feel strongly about quality and a strong quality training program. Without a good recording and QA system, you are in a bad position to define trends in performance."

About EQT Corporation

Founded in 1888, Equitable Gas Company provides natural gas distribution services to over 275,000 residential, commercial and industrial customers located mainly in the city of Pittsburgh and surround... (read more)
 
Keith Dignan
Call Center - Manager
Telelink
New Zealand

"There are too many things in this area to know where to start. We are heavy in knowledgebase technology that enables the CSR to be 100% accurate in delevering the service that is required."

 
Mary Daniel
Call Center - Manager
Aflac
United States

"Technology continues to change, but we are especially excited about voice and/or text analytics. Many of the quality recording platforms or survey software platforms offer some type of voice or text analytics that allow leadership to quickly identify reps that have done an outstanding job servicing customers or those who have left the customer unsatisfied. In the past, this was completed through historical reporting. Now, these new tools allow for real-time acknowledgement of the service provided as well as proactive contact with the customer if warranted. These tools also provide an immediate measure of customer needs, reaction to changes in process, products, etc.

Personally, another exciting aspect is the variety of technology that allows customers to utilize the communication channel of their choice. This improves the customer experience and overall loyalty."

About Aflac

Aflac Incorporated is a provider of supplemental insurance in the United States, founded in 1955 and based in Columbus, Georgia. In the United States, Aflac underwrites a range of insurance policies,... (read more)
 
Rehan Ur Rehman
Head of Support Center- Customer Operations
Ufone
Pakistan

"the more flexible and wuick to fix technology is always appreciated in contact centers as this gives a chance to run smoothly in an everchanging contact center environment."

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)
 
Peter Mooney
Call Centre Operations Manager
Holiday Extras Ltd
United Kingdom

"Our centre is not 'big' on technology - we have an index switch, use a WFM system and a voice recorder. These work very well for us, do not give us any issues and do not hold us back in providing the information we need to do the job we do."

About Holiday Extras Ltd

Holiday Extras is a UK-based company which provides airport parking and airport hotel packages, making arrangements for more than five million travelers a year.
 
Ipek Aydin
Operator
Aksigorta
Turkey

"The ones that combine at most sources of input to the system"

 

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 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Personalization

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

Published: Monday, August 31, 2009

Printer Friendly Version Printer friendly version

2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
PH: 0217991445

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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