Executive Interview : 2015 / 2016 - Interview With Niels Kjellerup from Resource International
It's been another fascinating year in the contact centre industry and we continue with our year-end interviews with some of our members from around the globe. ContctCentreWorld.com wanted to know about some of the greatest challenges and successes of 2015 and to ask about what the future might hold for the year ahead. We caught up with Niels Kjellerup from Resource International for this piece.
In your opinion, what has been the greatest challenge the contact center industry has faced in the last 12 months?
Our IT-Telephony systems have given us KPIs which are not connected to our Customer experience.
Why do you believe has this been a challenge?
It was the only KPI's the IT-Telephony had to offer.
In 2016, what do you think will be the top priorities in the contact center industry for each of the following: a) Contact Center Directors b) Company Executives c) IT Directors d) Human Resources Directors
A) Directors - Demonstrating that customer service provides a great benefit for organisations.
B) Executives - Focusing on customer experience as the future of the company.
C) IT Directors - A better understanding who and what are IT's customers.
D) HR Directors - Improving the status of our customer service reps.
What technology do you believe will have the biggest impact on the industry over the next 12 months?
Improving the actual use of IT for normal people.
What impact have "external events" even had on your company, and how have you adapted your business?
By understanding that external events can often have great impact on our customers and therefore us.
Do you feel the service you personally get as a customer is better or worse than it was a year ago? Please share some examples to illustrate your view.
It seems to be worse.
For contact center execs ONLY: How do you intend to improve your contact center in 2016?
Redefine the KPI's to focus on the customer experience.
What contact center technology or other innovation excites you the most right now?
Recording of calls.
What has been the most important contact center related conversation topic in 2015 and what are your views on this?
Improving the way we make everyone responsible for our customers and their experience.
What do you think will be the buzz word/focus for the contact center industry this year?
Creating customer happiness.
ContactCenterWorld.com is the Global Association for Contact Center and Customer Engagement Best Practices and is the largest networking group for contact center industry professionals with over 145,000 professional members. Founded in 1999, ContactCenterWorld.com helps members improve service, performance, reduce costs, enhance sales and employee engagement.
About the Top Ranking Performer Awards
The annual Top Ranking Performer Awards was established in 2006 and is regarded by some as the Olympics of the contact center world as companies from all around the world compete for these prestigious awards and recognition. The 2016 awards are open already – details at www.ContactCenterWorld.com/worldawards
About the Top Ranking Performers Conferences
The annual Top Ranking Performer Conference was co-established in 2006 to run alongside the Top Ranking Performer Awards and is the most recommended industry conference in the contact center World. Delegates from all over the world attend and hear best practices shared by those who run centers. 4 events are run annually – one in Asia Pacific, one in Europe and 2 in North America – details at www.ContactCenterWorld.com/conferences
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Published: Monday, December 14, 2015