Executive Interview : 2015 / 2016 - Interview With Yunus Mucaz from Sigorta Ofisi
2016 is here and ContactCenterWorld.com concludes its interview series with our members. Yunus Mucaz from Sigorta Ofisi in Turkey takes a look back on last year and gaze into the future for the upcoming annum.
In your opinion, what has been the greatest challenge the contact center industry has faced in the last 12 months?
In particular, new regulation concerning permission marketing for Turkey.
Why do you believe has this been a challenge?
It has affected industry growth to most extent.
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
A) Providing a world-class customer experience - engagement of people
B) Brand of the company
C) Digital trends
What technology do you believe will have the biggest impact on the industry over the next 12 months?
Voice and digital based technologies.
What impact have "external events" even had on your company, and how have you adapted your business?
Permission marketing. We had prepared fast and proactive action plans before the regulation in Turkey.
Do you feel the service you personally get as a customer is better or worse than it was a year ago?
For inbound, it is better. For outbound it should be improved. Contact history is now being utilized whilst serving. They do know the fact that a customer is fragile and sensitive and because of this, they pay much more attention to the respect of customer responses.
How do you intend to improve your contact center in 2016?
Engage and empower the people and ask them empowering questions in order to improve the business. Leaders must act with the Team. The answer is always with them.
What contact center technology or other innovation excites you the most right now?
Digital based ones.
What has been the most important contact center related conversation topic in 2015 and what are your views on this?
Industry growth (for Turkey). I do believe the industry, with the revised regulations will grow.
Can you share a great story of service you received when contacting a contact center in the past year? If so, please share!
I had only 24 hours to organize a surprise for a valuable member of my family. The service was actually impossible to carry out within a short time. I remember I was saying "please just help me with this surprise and I'll say that you are really the best". There result is Just what I expected. It was done on time. I was really happy. That means even if a customer is sometimes crazy (like me) but if you want to make the word of mouth work, exceed the expectations rather than meeting them.
What do you think will be the buzz word/focus for the contact center industry this year?
Satisfaction (internal and external) - for internal and external customers.
Lastly, what do you think 2016 holds for the industry?
Good - for growth. The industry has spaces to grow in emerging markets. Bad - there happens to be new challenges and the industry should cope with them. Digital trends are changing the way of doing business. Therefore, the industry should prepare to adopt new changes and move them to be advantageous.
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Published: Wednesday, January 6, 2016