Executive Interview : Conference Attendees Update 2016 - Interview With Yunus Mucaz from Sigorta Ofisi
With the 2016 Masterclass in contact center best practice series of conferences coming up very soon, we wanted to hear from previous attendees on what they got out of being at one or more of our conferences. We believe our conferences are very different and worthwhile attending if you're looking to learn from some of the very best your region of the world. Yunus Mucaz from Sigorta Ofisi in Turkey shares more.
You attended one of our events in the past, can you share 2 or 3 ideas from the event you took away and what you did with those ideas?
Firstly, attending to the event is overall very helpful. For example, I took 2 ideas of motivating staff and quality best practices. I did discuss and share the ideas with the team and we have decided to implement them gradually. The result was effective and as we have expected.
When you attended our event, you likely had to convince someone it was worth attending - how and what did you do to get their approval of you attending?
Just say it is all about how we can connect to the world and whether we should benefit from the best practices all over the world. This is what I have done on my side.
How has attending this event benefitted (1) You personally (2) Your company?
Personally I benefit from all ideas and shared best practices mutually and I grow my network.
From a company perspective - integration to the world brands.
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What exciting projects do you have planned in 2016?
To share radical and challenging ideas.
When it comes to motivating your staff, can you share some ideas about what you do?
Treat them individually and fairly. Do not manage them rather inspire them, explore their capabilities and engage them with the empowering questions.
With regard to improving service for customers, can you share a couple of things you think you do differently than other companies?
Quality, being fast and customer satisfaction are there basic elements of the service. However, I do argue and advocate, if we want to exist we have to exceed customer expectation. For this aim, customer internal and external) engagement and data analysis (behavioral, financial, etc.) are to be put into the practice.
When it comes to technology, what exciting technology implementations have you done in the recent past, or plan to this year and can you share some details why you are excited?
Interaction based technologies are exciting.
How useful would a delegate only forum be where you can share ideas and updates with people you met at the event you attended?
All forums were useful as it gets all people to discuss ideas and best practices.
Right now we are creating training content for all aspects of contact centers and customer engagement, are you interested in contributing some of your experiences by sharing them as written best practices, so we can add you as a contributor to these training guides? And, if so what areas of expertise would you be willing to be considered an expert in?
I am always interested in all aspects of call center and training is an inevitable part of it. Customer services, sales process, handling objections, etc. If time is eligible why not?
Lastly, if you had a crystal ball and could see into the future, what would you say a contact center would like in 5 years time? and 10 years time? and how might the world of contact centers and the way we interact be different than they are today?
Thanks for asking this question because that is what i was wondering!!! In 5 years, contact center tools would be different and in 10 years contract center models will be totally different. 70% of agents will be free located (home, etc.) Conversations will be held through social media tools and verbal communications will be replaced by 40% interactive 3D visual communication.
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Published: Wednesday, March 2, 2016
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