Bill Stefos, Director of Operations and Delivery for Australia and New Zealand at Concentrix is thinking about data security and protection as we get further into 2017. Find out what else is on his mind when it comes to the contact centre industry in the following interview.
ContactCentreWorld: In your opinion, what has been the greatest challenge the contact centre industry has faced in the last 12 months?
Bill Stefos: As a global provider of services, in 24 countries with over 55 contact centre locations, we deal with a lot of clients and get insights into their challenges, which flow to us. The biggest challenge, I believe, is the ability to execute and manage the change of their strategy.
ContactCentreWorld: Why do you believe has this been a challenge?
Bill Stefos: Everyone has engaged consulting organisations to provide a pathway to their strategy. For some it is in the bottom drawer, for others top drawer. Even though the contact centre industry has made significant progress over the last 10 to 20 years, there seems to still be a disconnect between the contact centre and the C suite. The organisations that have made progress have an educated C suite, but it takes a "leap of faith", controlled of course, with a solid financial business case. Doing nothing is not an option, execution starting is the challenge. That being said, the financial outlay required to implement on key strategies has been, and remains, a time driven constraint.
ContactCentreWorld: In 2017, what do you think will be the top priorities in the contact centre industry for each of the following: a) Contact Center Directors b) Company Executives c) IT Directors d) Human Resources Directors
Bill Stefos: a) Drive Customer Experience to higher levels while managing the costs and meeting or exceeding KPI's. Executing in Omnichannel environments.
b) Growth and profitability of the business.
c) Lower cost and secure technology, especially Cyber crime.
d) Talent education and acquisition.
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Published: Thursday, February 2, 2017
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