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Executive Interview : Award Winners 2017 - Exclusive Interview With Simon Tong from HKT

Head of Life Customer Care
HKT
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We caught up with one of the Top Ranking Performers (www.ContactCenterWorld.com/worldawards) Award winners for an interview on the pride and joy of competing and winning one of these exclusive awards!

Exclusive Interview With Simon Tong from HKT



Can you tell us about the company you work for, the center you work in and your role?

HKT is the market leader in Hong Kong telecom industry. With our excellent quad-play products, including broadband, fixed Line, mobile, and entertainment TV services, we aim to enrich quality of HK citizens’ life. In the Language Centre I work in, there are multi-national contact center agents to serve the telecom needs of English and Japanese speaking customers. Being the Senior Manager of this dynamic center, people centric culture is highly valued. I have built a happy workforce and my team is always ready to deliver happy customer experience to our customer. Leading Language Center to excel.


Which Top Ranking Performer Award(s) did you enter and why did you choose it/them in the first place?

Best Contact Center – Small Size. With the confidence in my center, I believed it was a great opportunity to share our best practices. By benchmarking against other good performing contact centers in the industry, our center can learn from others and improve.


You won one or more medals - how do you feel about being a champion?

It is awesome! It is exciting to go through the journey with many excellent contact centers and become the industry champion. This medal goes to the effort of my team. I am so happy that our team is being recognized in this world renowned competition.


Can you tell us about the sense of pride you have now that you won a medal for your company and counttry?

I feel great to be involved in this competition. Representing my company and being the key player in Hong Kong, I am glad that I can contribute to the success of contact center industry.


How does your company justify your involvement in this process? i.e. how do they know its valuable enough to participate?

During the preparation of the award, it was a valuable chance to know more about the strengths and weakness of our own team. More importantly, through the sharing of best practices, we have gained some innovative ideas and are motivated to perform greater and develop better. In this process, I am happy to build network with other contact center professionals in APAC and I am so excited to meet more experts in the upcoming world conference.


For those who are considering entering these awards, what would you say to those who are not sure about the value of these particular awards?

It would be an unforgettable experience that shall not be missed!


Lastly, as you have been to one of our events, how would you describe the ideas from fellow presenters - imagine you are writing a paragraph to encourage others to attend the entire event!

There are full of fantastic and actionable ideas. You will definitely feel the enthusiasm of other presenters and be inspired by them. It is an eye-opening experience that every contact center professional shall attend!

About the awards:
Every year ContactCenterWorld.com runs the world's largest and most prestigious awards program for inhouse and outsourced contact centers which typically attracts entrants from around 50 countries. Find out more at www.ContactCenterWorld.com/worldawards 


About HKT:
Company LogoHKT is Hong Kong's premier telecommunications service provider and leading operator in fixed-line, broadband and mobile communication services. It meets the needs of the Hong Kong public and local and international businesses with a wide range of services including local telephony, local data and broadband, international telecommunications, mobile, and other telecommunications businesses such as customer premises equipment sales, outsourcing, and contact centers.
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Today's Tip of the Day - Motivation & Charity Work

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

Published: Wednesday, September 20, 2017

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2021 Buyers Guide IVR

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

8.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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