Executive Interview : Challenges, Priorities and Improvements - An Interview With Andrew Shockney from What Box Consulting Group
We're at what seems to be another tipping point in the contact center industry. How to integrate new technology to serve multiple or omni-channel service into the contact center while delivering an exceptional customer experience. ContactCenterWorld.com sat down with Andrew Shockney from What Box Consulting Group to discuss his thoughts on where the industry has been and where it's going.
In your opinion, what has been the greatest challenge the contact center industry has faced in the last 12 months?
Digital disruption to the contact center and the building of bridges from customer service into marketing, sales, and even strategy!
Why do you believe has this been a challenge?
There is no roadmap for contact center leaders to follow, and there is fear of missing out on an important and critical trend to the industry.
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) Contact Center directors will be tasked with collaborating to execute Omni-channel strategies.
B) Company executives will use customer feedback to frame strategy, particularly in retail and consumer service industries.
C) IT directors will continue to transform their infrastructure to deliver more agile solutions.
D) Human Resource directors must prioritize how workplace satisfaction becomes a differentiator as an employer of choice to win the war for talent.
What technology do you believe will have the biggest impact on the industry over the next 12 months?
CRM integration into mobile and social to deliver service in new and compelling ways.
What impact have "external events" even had on your company, and how have you adapted your business?
Learning the business drivers that dictate our customer loyalty, and building the capability required to react with agility to achieve consistent and sustainable growth.
Do you feel the service you personally get as a customer is better or worse than it was a year ago?
Absolutely better as I now have the privilege of choosing to "opt in" to companies with an experience, product, or service that I can believe in.
How do you intend to improve your contact center in 2016?
We will measure our success based upon the impact that we have effectively empowered CSR’s to improve the experience of their customers.
What contact center technology or other innovation excites you the most right now?
The integration of big data, automation, and artificial intelligence is outstanding and will revolutionize the way we build our contact center infrastructure in the near future.
What was the most important contact center related conversation topic in 2015 and what are your views on this?
Building and deploying solutions that help to better leverage your community to improve both service and brand loyalty.
Can you share a great story of service you received when contacting a contact center in the past year?
The highest form of service you can provide is truly understanding the needs of your customers and meeting them before they arise! My mobile device will now proactively prompt me when there is an opportunity I would want to know about.
What do you think will be the buzz word/focus for the contact center industry this year?
Lastly, what do you think 2016 holds for the industry?
Digital disruption sweeps retail and consumer service industries... and this year we will see those who have made significant investments transform the way we all do business. There will be a new breed of best in class performance that will transform the way customer experience, sales, marketing, and strategy must align.
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
Today's Tip of the Day - Agents Are Still Important!
Published: Friday, January 22, 2016