Moving at the pace of technology is top of mind for Abel Rebaudo, C.E.O. of Quick Audits in the U.S. Rebaudo speaks with ContactCenterWorld.com about what he believes are going to be industry trends in 2017 in the following interview.
ContactCenterWorld: In your opinion, what has been the greatest challenge the contact center industry has faced in the last 12 months?
Abel Rebaudo: I think the biggest challenge has been adapting to the fast changing way humans communicate. The social media and chat revolution has created complex problems for companies, especially smaller ones to solve.
ContactCenterWorld: Why do you believe has this been a challenge?
Abel Rebaudo: Technology is reshaping our habits and means of communication faster than the industry can adapt.
ContactCenterWorld: In 2017, 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
Abel Rebaudo: Priorities will be as follows:
a) Understanding the fast changing landscape and leading culture change so their companies align with their clients and the end customers.
b) Balancing the new demands arising from this changing landscape with the constant renewing workforce, which also evolves at alarming rates.
c) Making a case for keeping up with technology and achieve budget allocation for it. Technology will play a major role in competitiveness and will be key in every business unit.
d) Fine tuning their strategy for offering Millennials, and digital nomads an attractive offering. Often times contact centers do not get ROI after hiring and training because today’s employees do not perform well in the traditional contact center set up.
ContactCenterWorld: What technology do you believe will have the biggest impact on the industry over the next 12 months?
Abel Rebaudo: I believe coaching, feedback and training technology will have the biggest impact in the near future. The industry concentrated on developing telephony, CRM and social media communication technology but has neglected the development of technology to aid the development of the human factor.
ContactCenterWorld: What impact have "external events" even had on your company, and how have you adapted your business?
Abel Rebaudo: Having part of the operation in Buenos Aires, Argentine currency policy combined with lack of devaluation created an offset in cost. We adapted by investing in short term government bonds which protected our cash flow enough to maintain a viable operation.
ContactCenterWorld: Do you feel the service you personally get as a customer is better or worse than it was a year ago?
Abel Rebaudo: I believe service is constantly improving as companies understand its importance. I had positive experiences with American Express and PayPal, where their agents went out of their way to solve my issues.
ContactCenterWorld: What contact center technology or other innovation excites you the most right now?
Abel Rebaudo: Like I said before, I am excited about QC and agent feedback technology. So much that I have started my own venture in that space.
ContactCenterWorld: What has been the most important contact center related conversation topic in 2016 and what are your views on this?
Abel Rebaudo: Again, the most interesting topic for me has been the fast changing communication behavior. My view is that we must stay agile and adapt at a faster pace.
ContactCenterWorld: Can you share a great story of service you received when contacting a contact center in the past year?
Abel Rebaudo: I contacted PayPal as I could not log in. The agent was extremely patient and helpful in walking me through every alternative to verify my identity, without compromising my account's security. I feel this agent could have opted to stop trying and his job would have been done, but he went the extra mile.
ContactCenterWorld: What do you think will be the buzz word / focus for the contact center industry this year?
Abel Rebaudo: I believe there will be a buzz in chat from different platforms and the need to incorporate new symbols like emoji to our formal transactions.
ContactCenterWorld: Regarding the change in governments in places like the US and the Philippines - do you see this is good or bad for the contact center industry in those countries and why?
Abel Rebaudo: I am not optimistic about changes in the U.S. government as I feel the new administration will attempt populist measures, disregarding collateral damage and I feel the contact center industry will suffer from it.
ContactCenterWorld: Lastly, what do you think 2017 holds for the industry? (Good or bad and where/how etc.)
Abel Rebaudo: I think 2017 will be a difficult year for the industry. The world seems to have a job crisis and consequently some radical political whiplash which will negatively affect us.
About Quick Audits:
Quick Audits provides a solution for quality control in Contact Centers, that gives different members of your company, key information in real time.
Published: Monday, January 23, 2017
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