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Article : Why Has Last Year Been A Challenge?

We know that the last few years have been challenging for many businesses, but we wanted to know why in particular it has been so with the Contact Center industry - and who best to ask but industry professionals.

Ken Reid
Marketing Director
Rostrvm
United Kingdom

"Customer expectations have risen and trying to meet them requires investment. Recession has meant that contact centres need to deliver more for less at a time when they are also having to deal with the impact of the growth of the internet and other electronic communications."
About Rostrvm

rostrvm software systems support inbound, outbound and blended management of live and automated telephone calls and multimedia contacts. rostrvm’s innovative desktop presence drives efficient proc... (read more)
 
Sarah-Jane Heber-Hall
Operations Director
Computertel Ltd.
United Kingdom

"The recession has demanded that spending is kept to a minimum and as a result, people are looking internally for solutions."

 
Lou Krost
VP Workforce Optimization
Chase
United States

"Obviously, the economy has forced many businesses out of the market and forcing others to do more with less. In my industry, loan defaults are higher than previous years and trends are far less predictable. Creativity will be key in 2010 for contact center managers in coming up with innovative ways to manage call center metrics and reduce costs."

 
Ring2 Dashboards & Wallboards Free Trial
Teresa Sinel
Director of Brand Ambassador Relations
VIPdesk Connect
United States

"Raising satisfaction scores is a challenge because it requires that everyone, management as well as representatives, be on the same page when it comes to providing great service. It's one thing to talk the talk, which I'm sure we all do very well, but are we all walking the walk, and are we willing to do what it takes to deliver top quality service?"
About VIPdesk Connect

VIPdesk Connect, a U.S. based provider of outsourced home-based customer care services, utilizes a home-based team of Brand Ambassadors (BAs) located across 23 States. VIPdesk Connect hires awesome pe... (read more)
 
Salah Mahiout
Software Development Director
Voxdata
Canada

"Because losing those clients - financial institutions - forced us to look into other industries we had to adapt to: the adjustments were more complex than expected."
About Voxdata

Since 1995, VOXDATA has been supplying innovative, contact center solutions 24 hours a day, 7 days a week to meet all frontline customer relations needs in a variety of industry sectors. We are well p... (read more)
 
Milena Linhartova
Customer Service Director
Skupina ČEZ
Czech Republic

"We had to handle big stress on cost savings, headcount cuts but to not decrease quality."
About Skupina ČEZ

The CEZ holding is the biggest power company in Central and Eastern Europe. It provides sales and distribution of electricity and gas in the Czech Republic. The unit „CEZ Prodej“, is responsible for t... (read more)
 
Richard Snow
VP and Research Director
Ventana Research
United Kingdom

"Like everywhere else in the enterprise, contact center budgets have either been cut, put on hold or a combination of both"
About Ventana Research

Ventana Research is a benchmark research and advisory services firm. They provide guidance to help organizations manage and optimize performance. Ventana Research focuses on business and technology tr... (read more)
 
Dr. Hüseyin Gungor
Chief Customer Officer
emotional loyalty
Netherlands

"Some contact centers did not see "more with less" as a challenge, but as a verdict. So, they were demoralized, unmotivated and even counterproductive... Some other contact centers, however, realize that it was the year to work with creativity. And they found many ways to improve productivity and morale in their centers even their budgets were tighter than ever. And we have seen their wonderful success stories during the Top ranking Performers events around the globe."
About emotional loyalty

Customer Experience Research & Advisory
 
Dru Phelps
4D Value Partner, in private practice
United States

"The Customer Call Center is dynamic in these economic times. Do more with less has cut cost without ensuring quality for retention. More calls are coming in as less service is provided at the point of sales, thus the customer will dial in for information and answers."

 
Suzanne Pettigrew
Senior Manager
Northern Tel & Telebec
Canada

"Customer expectations are high, contact center industry is flurishing with technology and contact centers are a worldwide offer at very competitive rates. The contact centers can be ran from any country to serve any customer in the world with the technology making this seamless"

 
Colette Yee
Director of Strategic Marketing
Genesys
United States

"The drive to offshore and outsource contact centers for cost reduction purposes without taking the total customer experience into perspective, has damaged quite a few reputable brands’ image and cost them much goodwill and subsequent customer wallet share.

The same goes for the deployment of IVR designed merely to deflect calls and "frustrate" customers rather than to assist and serve. Technology is meant to enable and empower, not to replace, the human element in any meaningful interaction.

On a macro level, the challenging economic environment in 2009 resulted in a tightening of belts and closer scrutiny over every expenditure. The contact center industry responded by linking projects and investments to corporate goals and KPIs (key performance indicators), with supporting business justification and hard metrics."
About Genesys

Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in... (read more)
 
Paul Turner
Chief Operating Officer
Vonage
United Kingdom

"The pressure to keep the customers that you already have has never been so prevalent and contact centres are under increasing pressure to treat customers better. There is a need for more flexible solutions to improve customer service and increase flexibility with agents coming and going but the last thing that businesses need are the additional costs and time required to set up new technology."
About Vonage

Vonage (NYSE: VG) is a provider of communications services connecting individuals through broadband devices worldwide. Our technology serves approximately 2.4 million subscribers. We provide communica... (read more)
 
Robert Mensah
Public Relations Officer
Ghana Customs Service
Ghana

"Poor service hence more clients' concerns"

 
Chris Tranquill
Group President
Xerox
United States

"The slowing economy and reduced volumes can lead to reduced revenue growth for companies not able to adapt to the changing financial pressures. Companies that are not financially strong could be in peril, while large established providers are better able to withstand the storm based upon experience, flexibility and creativity.

Fox example, a call center that is not prepared to fully leverage the new dynamic of unstructured data that social media can provide about customers can not provide the same high level of service as a provider that does. That higher level of service translates into a better performing center, giving it an additional layer of strength to survive the current downturn. Companies that can incorporate innovative and strategic ways to make every customer contact successful will succeed."
About Xerox

Xerox Corporation is a fortune 500 global document management company (founded in 1906) which manufactures and sells a range of color and black-and-white printers, multifunction systems, photo copiers... (read more)
 
Reid Houser
Vice President
Sitel US
United States

"This challenge has hit the outsourcing community the hardest as the erosion effect has driven the necessity for many large enterprise outsourcers to consolidate to fewer locations, or in some cases, reduce outsourced sites to protect captive locations from the erosion effect."
About Sitel US

As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a worldwide provider in outsourced customer experience innovation. Wit... (read more)
 
Israel Beniaminy
Senior Vice President, Product Strategy
Clicksoftware
Israel

"The financial crisis has sharpened the awareness of the need for better service (customer retention and increased revenue) and at the same time operational efficiency (lowered costs) via optimized and intelligent management of resources. In the past year we have seen organizations which for years have resisted change and relied on spreadsheets scrambling to include such oftware in their budgets, which ironically have been cut due to the same crisis."
About Clicksoftware

ClickSoftware is a provider of end-to-end service chain optimization solutions that maximize revenue and customer responsiveness while minimizing costs.
 
Sadruddin Salim
Sr Manager Contact Centres
Ufone
Pakistan

"The Outsourcing business has been on a decline, the current users / callers / customers are consolidating and more prone to reviewing the expense sheet to ensure that the impact on most critical elements is to a minimum."
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)
 
Gerry Brown
Chief Customer Rescue Officer
The Customer Lifeguard
United Kingdom

"Because many senior exeutives still don't get and think that by driving costs out of the business, especially by reducing contact centre resources, nobody will notice. They will and are voting with their feet"
About The Customer Lifeguard

The Customer Lifeguard, is on a on a mission to rid the world of bad customer service and knows that delivering a great customer experience isn’t just a “nice to have”, but a serious contributor to th... (read more)
 
Divyan Gupta
Founder and CEO
Keshiha Services
India

"There has been a tremendous pressure on delivering exceptional customer service while trying to reduce costs."

 
Jackelene Aquino
Country Human Resource Manager
Concentrix Philippines
Philippines

"It is a big challenge because it involves not only low ranking employees, but also managerial ones. As recruiment activities becomes global, the lure of better opportunities somewhere else is not a thing of the past."
About Concentrix Philippines

Aditya Birla Minacs is a business solutions company that partners with global corporations in the manufacturing, retail, telecom, technology, media and entertainment, banking, insurance, healthcare an... (read more)
 
Daman Adlakha
General Manager
BPO PLUS WLL
India

"In order to survive the call center needs the new business as a breather and which is missing right now.Since the conditions across the globe were not favourable so getting new business became a challenge."
About BPO PLUS WLL

BPO+, a collaborated entity of two distinctly varied professional corporations, is a provider of Contact Center and BPO services, Telecom System Integration and IT services from the Gulf Countries. ... (read more)
 
Jennifer McLeod
VP of Business Development
Teleperformance Canada
Canada

"As an outsourcer, we do have a more transitional workforce, however we strategically took on programs that allowed us to keep all of our agents employed throughout the economic challenges. In addition, we added to our management team, taking the opportunity to strengthen our internal structure and add support, talent and communication to have the greatest impact on the organization as a whole."
About Teleperformance Canada

Teleperformance Canada offers four modes of outsourcing partnerships (outsourcing, co-sourcing, buy-out & facilities management) that enables you to find the most efficient framework while refocusing... (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 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Do You Divert Calls Between Offices?

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

Published: Tuesday, February 2, 2010

Printer Friendly Version Printer friendly version

2020 Buyers Guide Remote Agent Solutions

 
1.) 
3Fiftynine

Branches
Making sure agents can work remotely isn’t a problem with Branches. The system shows accurate information, real-time. No fear of missing out on important updates anymore.

2.) 
Centrical

Centrical Business Continuity & Remote Work Solutions
Centrical Solutions Help Sustain Business Continuity,
Keep Employees Engaged and Connected During COVID-19
In response to the COVID-19 pandemic, Centrical, provider of the holistic, real-time employee engagement and performance management platform, offers contact centers ways to

Keep calm and keep working remotely.

We offer solutions for business continuity in a crisis that provide effective engagement, communications, and reskilling of employees working from home, among other things. They will let you:

Reduce anxiety and isolation
The times we’re in require an extra effort to communicate and keep everyone connected. With Centrical, you can create an ongoing stream of communica...
(read more)
PH: +1 800 538 4263 (US) or +44 20 3318 6424 (UK)

3.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

4.) 
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

5.) 
Orion Learning Services Inc.

Learning & Development
Learning & Development - For Remote Workers
Learning & Development for Remote Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
PH: 1-416-992-5158
 
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