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Article : Top Priorities for Leaders

For 2010, what do you think will be the top priorities in the contact center industry for: a) Contact Center Directors, b) Company Executives, c) IT Directors and d) Human Resources Directors. We asked industry professionals for their thoughts.

Ian Hamerton
NCC Manager
National Health Service Blood & Transplant
United Kingdom

"A) Recognise how much their part of their company's business they has played in keeping the company viable and to build upon this in centreing the Contact Centre within the company focus for customer service and activity growth. B) Similarly the othe Executives need to understand they are not able to go it alone. Business is a Team game! C) IT Directors need to stop being so precious about their pet technologies and start to focus on delivering the functionality the Contact Centre needs and to do so now! D) HR Directors have to lead the revolt that is overdue with respect to the "rights" of employees to drive companies into the ground. Strip away many of the recently introduced Politically Correct legislation and rules or simply be French and ignore them!"

About National Health Service Blood & Transplant

NHSBT is a Special Health Authority in the NHS with responsibility for optimising the supply of blood, organs, plasma and tissues and raising the quality, effectiveness and efficiency of blood and tra... (read more)
Marta Restrepo
Call Center - Manager

"a and b. We must focus in simplifiyng process
d. Humans directors gold must be un havin plan to make agents and supervisor le more proffesional"

About Avianca

Avianca S.A. (Spanish acronym: Aerovías del Continente Americano, formerly Aerovías Nacionales de Colombia) is the flag carrier airline of Colombia.
Karen Wenborn
Contact Centre Manager
Screwfix Direct Ltd
United Kingdom

"a) Maintaing a great place to work culture whilst maximising efficiency b) Enhancing the customer experience vs cost of service c) Navigating through emerging technologies. Integration of multiple technologies and core systems d) Development programmes at an individual level across the company"

About Screwfix Direct Ltd

Screwfix Direct Limited operates as an online supplier of trade tools, fixings and accessories, and hardware products in the United Kingdom. Screwfix is the UK's supplier of tools, accessories and har... (read more)
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Jonathan Judd
Director of Strategic Alliances
8x8 Inc.
United States

"Enabling the right technology in order to be able to increase efficiencies and reduce budget costs around payroll. I think this can apply at all levels of management and oversight."

About 8x8 Inc.

8x8, Inc. (Nasdaq: EGHT) leverages its patented software technologies to deliver high quality voice solutions with integrated messaging and video to businesses of any size with employees in any locati... (read more)
Ashraf Imran
Manager Business Development
Fusion BPO Services

"Contact center Directors - Mainly on the operations side"

About Fusion BPO Services

Founded in 2003, Fusion BPO Services is a global outsourcing services provider with dual headquarters in Draper, Utah in the US and Kolkata, India. Its end to end outsourcing solutions include the com... (read more)
Daniel Friedman
Senior Business Development Analyst
United States

"a) Balance call volume with labor resources and morale levels."

About PointClear

PointClear creates business opportunity for its clients through comprehensive prospecting, list segmentation, sales lead management, and target market intelligence programs.
Teresa Jose
Product Marketing Manager
Altitude Software

"a) Contact Center Directors
To meet the challenges of modern contact centers, we need to provide management and operational users with a monitoring tool that provides real time, actionable information. Online monitoring of business performance indicators enables instant identification of issues and business trends.

b) Company Executives
Align the Contact center goals with the company goals.

c) IT Directors
Their priority is to garantee consitency between real-time analysis and the historical reporting.
To implement a contact center monitoring tool that:
Support Operations Decisions
Enable Customer Defined Key Performance Indicators
Align Campaign, Service, and Corporate GOALS
d) Human Resources
Make people more atonomous. Reward based on performance"

About Altitude Software

Altitude Software is a global provider of omnichannel solutions to deliver great customer experiences. Its solutions help companies and organizations unify all customer interactions and become more cu... (read more)
Tom DePew
Senior Consultant
Haseman Associates
United States

"a> Deployment of best practice processes
b> Next emerging market sourcing location
c>Deployment of UC infrastructure
d>Recruiting to support training for excellence"

About Haseman Associates

Haseman Associates specializes in services for retail clients, including supply chain, BPO, and retail operations.
Nick Kossovan
Call Center Manager
GFL Environmental Inc.

"As the economy starts picking up so will employment opportunities and thus there will be an increase in attrition rate, which has always been a contact center industry challenge. High attrition leads to low customer satisfaction since a good portion of your agents will not be experienced. I think Contact Center Directors and Human Resources Directors need to start valuing experience, which will require a major mindset shift."

Karla Ceballos
Marketing Manager
CIR ScreenIT

"A) to mantain or improve operation metrics (service level, a&p, shrinkage,etc.)
B) to offer better and less expensive solutions to current and new customers
C) to keep or improve tecnologies that provides more reliable connection and to have better security controls.
D) Try to mantaine this years low attrition (eventhough it was caused due to the crisis factor), looking for better r&s procedures, creating new strategies to motivate the agents."

Charles Studt
Vice President of Product Management
IntelePeer, Inc.
United States

"a) Contact Center Directors: will focus on increasing call quality and improving the representative productivity
b) Company Executives: will be seeking how to increase the rate of leads converted into revenue and improving sales productivity and customer satisfaction
c) IT Directors: will focus on improving reliability and call quality and integrating voice applications with existing business applications without increasing complexity or operating costs
d) Human Resources Directors: N/A"

About IntelePeer, Inc.

IntelePeer delivers a complete business communications solution including: complete Cloud Contact Center, full-service cloud calling directly integrated with Cisco Spark unified communications, Enterp... (read more)
Ayman Amiri
Orange Egypt

"a&b increasy profitability while reducing costs
c introduce the updated applications,CRM,...
d study managed services,outasking and reatin high calibers"

Alessandra Busilacchio
Operations manager
Saa International Assistance Srl

"a)finding new customers to make up for the decreased nr due to current economics
b)motivate people through recognition and extra training
c)finding new ways to tailor the platform that will allow a face to face approach for instance would be great to offer video conference at low cost at list in the business to business sector
d)hr must acknowledge that top rank directors approach would impact personnel at all level and therefore if there are major issue those must be firstly resolved at that level.. engagement does not come easily"

Duncan Baker
Director of Marketing and Communications
Institute of Customer Service (ICS)
United Kingdom

"Resisting this pressure on wholesale operating cuts. Improving the customer experience and thereby motivating staff and improving employee engagement to increase efficiency and revenue."

About Institute of Customer Service (ICS), founded in 2001 by 3 brothers, helps customers build more than simple, static web pages. Webs is focused on providing customers everything they need to grow a dynamic site with an active com... (read more)
Ludo Raedts
The Webcare Company

"a Improve service - relocate off shore service to "home"
b budget costs
c Saas and Social Media (SCRM)
d Staff Loyalty"

Lindsey Foots
Marketing Manager
Martin Dawes Systems UK
United Kingdom

"a) Directors will seek to empower customers to address their own needs.
b) Executives will aim to achieve a 360 degree view of their customer, in order to add value
c) IT Directors will evaluate business process engines in a bid to streamline them and drive cost ourt of the business.
d) Human Resources will be continuing to manage the fallout from reduced work-forces and implications of out-sourcing."


New Media Analyst and Futurist
Brian Solis
United States

"The top priorities are assessing the size and scope of social activity and staffing it accordingly with the right personnel, but more importantly the right objectives. This is less about "joining the conversation" and more about solving issues while steering perception."

Marcelo Boarin
Contact Center IT Manager
Oi (telecommunications)

"a) Quality
b) Reduce Cost
c) Reduce Cost
d) Quality"

About Oi (telecommunications)

Oi is Brazil’s telecommunications service provider, with a fully integrated nationwide presence and 70 million customers. Oi offers fixed and mobile, broadband, pay TV, data transmission and internet... (read more)
Luis Flores
Contact Centre Operations Manager
Trader Corporation

concentrate on taking action in the future and not happened in the past!
Stick to dead-lines!
HR- should concetrate on quality not quantity"

About Trader Corporation

Trader Corporation is a Canadian print and online publisher. The company was formed in June 2006 with the integration of Classified Media (Canada) Holdings Inc. (Trader Canada) and Trader Media Corpo... (read more)
Amith R
Senior Manager
Unity Telecom Infrastructure

"HR Directors"

Matthew Storm
NICE Systems
United States

"While we are unable to align priorities with specific roles, In October of 2009, NICE announced the results of its first annual Benchmark* of contact center business and technology trends. The comprehensive global research focuses on growth expectations, technology investment priorities, operational tactics and strategies, and market trends and initiatives. The research results were published in a white paper entitled, "Preparing for the Upturn: Research on Contact Center Operational and Investment Practices." The Benchmark was commissioned by NICE Systems and conducted by Ventana Research, an independent third-party firm.
The Benchmark aims to assist contact center business and technology professionals in better assessing their own plans and strategies in light of the overall industry. Key research findings include:
• Customer satisfaction, operational efficiency, and compliance are top operational priorities: companies are focused on increasing customer satisfaction and reducing operating costs. For financial services companies, regulatory compliance was a key priority, along with increasing customer satisfaction.
• Growth in contact center interactions: 44% of respondents expect increases in customer interactions, both in phone interactions and as driven by the availability and maturation of alternate communication channels, such as instant and text messaging and web self-service. Growth in customer interactions is also attributed to the economic turmoil; for example, in the financial industry, many more customers are calling to receive information about their finances, voice their personal financial concerns, and to refinance their mortgages.
• Speech analytics deployments to grow by 182%: Respondents foresee planned speech analytics deployments growing by 182% by 2011 from first half 2009. Interviewees noted that speech analytics presents an opportunity for obtaining valuable insights on key business issues from a readily available and historically overlooked information source—call recordings.
• Over 50% of infrastructures to be VoIP-based by 2010: As a technology that helps reduce operating costs, VoIP was noted as a high investment priority, with 70% of respondents indicating that they plan to have more than half of their infrastructure VoIP-based by 2010. Furthermore, large multi-site enterprises are centralizing their contact center operations, made possible by advancements in VoIP-enabled solutions, and as a result are prioritizing investment in VoIP.
• Workforce Optimization investment growth greater than CRM: Agent workforce optimization and performance management systems also ranked high, significantly outpacing expected growth in CRM investments.
• Staffing levels to remain steady, growth in home-based agents: 81% of respondents expected staffing levels to remain steady or increase slightly, with 37% anticipating an increase in home-based agents.
* About the Research Methodology
A total of 370 responses are included in the survey results. Respondents represent a varied sampling of contact center sizes and industries including Service Providers, Financial Services, Manufacturing, Telecommunications and Government and commenced in the first half of 2009. The majority of those surveyed were from North America (74%) with EMEA, APAC and South America regions also represented via a statistically valid sample. In addition to the formal survey, in-depth qualitative interviews were conducted with senior level business and IT personnel from forty contact center organizations."

About NICE Systems

NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in re... (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 - 5 Ways To Demotivate Staff

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Published: Friday, March 12, 2010

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